Source description
About the role
Design, configure, and implement solutions on the ServiceNow platform for ITSM and CSM modules. o Customize forms, fields, UI policies, UI actions, business rules, client scripts, server-side scripts, and workflows. o Develop and maintain reusable Script Includes and platform components. Build scalable and maintainable ServiceNow applications following platform best practices o Design, develop, and support Flow Designer workflows, and Custom Actions. o Automate business processes to improve operational efficiency. o Implement approval processes, task orchestration, and notifications. o Collaborate with business stakeholders, process owners, and technical teams to gather requirements. o Translate business requirements into technical solutions and design documentation. o Participate in solution design reviews and provide technical recommendations Implement, configure, and enhance ITSM processes including: - Incident, Problem, Change, Request, Knowledge Management o Optimize service delivery processes through automation and workflow improvements. o Support service catalog development and request fulfillment processes. o Configure and customize Customer Service Management capabilities. o Develop and enhance case management processes. o Configure Service Portals, Agent Workspace, and Omnichannel experiences. o Improve customer engagement and self-service capabilities. o Troubleshoot and resolve complex ServiceNow platform issues. o Perform root cause analysis and implement long-term solutions. o Ensure platform performance optimization and secure coding practices. o Maintain system documentation and technical specifications. .
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