SrSubject Matter Exprt(Tools&Automation)

Job Summary

To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA, quality norms and ensure positive customer satisfaction and contribute to EN business creation.

SNOW Developer/Support

Key Responsibilities

1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning, identification of EN business opportunities.
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

Key Responsibilities Design, develop, and implement Service Now solutions across modules such as: ITSM (Incident, Problem, Change, Request) CMDB Service Catalog Asset Management Customize Service Now applications using: Business Rules Client Scripts UI Policies Script Includes Flow Designer / Workflow Editor

Skill Requirements

Strong experience with Service Now platform development Hands-on experience in ITSM modules Proficiency in JavaScript, Glide API Experience in Service Now workflows and Flow Designer Knowledge of CMDB and Discovery (preferred) Understanding of REST/SOAP integrations Experience in ACLs, security rules, and access management Basic knowledge of ITIL processes Strong problem-solving skills Good communication and stakeholder management Ability to work in a fast-paced environment Attention to detail and quality

Other Requirements

Manage CMDB data, relationships, and data integrity Perform platform upgrades, patching, and performance tuning Troubleshoot and resolve application issues and defects Work with stakeholders to gather requirements and translate into technical solutions Ensure adherence to Service Now best practices and governance Prepare technical documentation and SOPs Support audits, compliance, and security requirements

Job Description : SNOW Job Description: 3–8 years of relevant experience \\r\\n\\r\\n Key Responsibilities\\r\\n Design, develop, and implement Service Now solutions across modules such as:\\r\\nITSM (Incident, Problem, Change, Request)\\r\\nCMDB\\r\\n Service Catalog\\r\\n Asset Management\\r\\n\\r\\n Customize Service Now applications using:\\r\\n Business Rules\\r\\n Client Scripts\\r\\nUI Policies\\r\\n Script Includes\\r\\n Flow Designer / Workflow Editor\\r\\n\\r\\n Manage CMDB data, relationships, and data integrity\\r\\n Perform platform upgrades, patching, and performance tuning\\r\\n Troubleshoot and resolve application issues and defects\\r\\n Work with stakeholders to gather requirements and translate into technical solutions\\r\\n Ensure adherence to Service Now best practices and governance\\r\\n Prepare technical documentation and SOPs\\r\\n Support audits, compliance, and security requirements\\r\\n\\r\\n Required Skills\\r\\n\\r\\n Strong experience with Service Now platform development\\r\\n Hands-on experience in ITSM modules\\r\\n Proficiency in JavaScript, Glide API\\r\\n Experience in Service Now workflows and Flow Designer\\r\\n Knowledge of CMDB and Discovery (preferred)\\r\\n Understanding of REST/SOAP integrations\\r\\n Experience in ACLs, security rules, and access management\\r\\n Basic knowledge of ITIL processes\\r\\n Strong problem-solving skills\\r\\n Good communication and stakeholder management\\r\\n Ability to work in a fast-paced environment\\r\\n Attention to detail and quality\\r\\n\\r\\n\\r\\n\\r\\n\\r\\n