Subject Matter Expert (Tools&Automation)

Job Summary

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

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

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

Skill Requirements

English Fluency & Agile Leadership The candidate must:

Understand English well enough to comprehend, document, and act upon complex written and verbal communications. Have Agile leadership experience or comparable experience with mentoring others and structuring tasks for execution by junior teammates.

1. Service Now Development Experience Service Now ITSM Automation Interacting with ITSM entities within a flow (INCs, RITMs, Tasks, etc.) Auto-remediation of Incidents. Self-service forms that initiate workflows. Service Now Workflow Automation Creating flows with Flow Designer Supporting flows with Flow Designer Calling APIs or Scripting API as part of a Flow Initiating a Flow from a Catalog Item or Form.

Service Now UI Development Creating a:

Other Requirements

1. Development Service Now Integration Hub Service Now Spokes Service Now Scripting API Service Now Scripting Includes Scripted REST API Glide API Scheduled Jobs (backend scripting)

2. Testing Automated Testing Framework (ATF)

3. Data (Asset Discovery & Storage) CMDB Discovery Service Graph Connectors Table API Discovery Asset Management Bulk Uploading of Assets (using a template) Transform Map Remediation of Duplicates Identification and Reconciliation Rule