Job Description

• Account Name
• UBS

location

• Pune Kharadi

WO value - 180k

Job Description – Service Now Developer (DevOps & AI Focus)Role Overview

We are looking for an experienced Service Now Developer with strong expertise in DevOps CI/CD integration,release management, and AI-driven Service Now use cases. The role focuses on building scalable Service Now solutions, enabling seamless connectivity with DevOps tools, and leveraging AI capabilities to improve IT service delivery and automation.years of exp needed is approx. 5 to 7 years. Location

Key Responsibilities

• Design, develop, and customize Service Now applications across HRSD and related modules.

• Integrate ServiceNow with DevOps tools (CI/CD pipelines) to enable automated change, build, and release workflows.

• Implement and manage release management processes, ensuring smooth, controlled, and compliant deployments.

• Enable bi‑directional connectivity between ServiceNow and DevOps platforms (e.g., Azure DevOps, GitLab, Jenkins).

• Leverage Service Now AI capabilities (Virtual Agent, Predictive Intelligence, AIOps) for automation, incident reduction, and service optimization.

• Support DevOps‑driven change management, deployment tracking, and environment synchronization.

• Ensure adherence to enterprise SDLC, governance, audit, and control standards.

• Collaborate with platform, DevOps, and infrastructure teams to deliver end‑to‑end solutions.

Key Skills & Experience

• Strong hands‑on experience in Service Now development and customization.

• Experience integrating ServiceNow with DevOps CI/CD tools.

• Solid understanding of release and change management in DevOps environments.

• Exposure to Service Now AI use cases (Virtual Agent, AI Search, Predictive Intelligence, AIOps).

• Knowledge of REST APIs, web services, and automation frameworks.

• Experience working in Agile / DevOps delivery models.

• Strong communication skills and ability to work with cross‑functional teams.

Nice to Have

• Service Now certifications

• Experience with cloud platforms (Azure preferred)

• Exposure to AI‑driven IT operations and automation

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Do Oversee and support process by reviewing daily transactions on performance parameters

	- Review performance dashboard and the scores for the team

	- Support the team in improving performance parameters by providing technical support and process guidance

	- Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions

	- Ensure standard processes and procedures are followed to resolve all client queries

	- Resolve client queries as per the SLA’s defined in the contract

	- Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting

	- Document and analyze call logs to spot most occurring trends to prevent future problems

	- Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution

	- Ensure all product information and disclosures are given to clients before and after the call/email requests

	Avoids legal challenges by monitoring compliance with service agreements

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**Handle technical escalations through effective diagnosis and troubleshooting of client queries**

	- Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements

	- If unable to resolve the issues, timely escalate the issues to TA & SES

	- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions

	- Troubleshoot all client queries in a user-friendly, courteous and professional manner

	- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business

	- Organize ideas and effectively communicate oral messages appropriate to listeners and situations

	Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA’s

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**Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client**

	- Mentor and guide Production Specialists on improving technical knowledge

	- Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist

	- Develop and conduct trainings (Triages) within products for production specialist as per target

	- Inform client about the triages being conducted

	- Undertake product trainings to stay current with product features, changes and updates

	- Enroll in product specific and any other trainings per client requirements/recommendations

	- Identify and document most common problems and recommend appropriate resolutions to the team

	- Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver

		No
		Performance Parameter
		Measure

		1
		Process
		No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT

		2
		Team Management
		Productivity, efficiency, absenteeism

		3
		Capability development
		Triages completed, Technical Test performance