At least 5+ years of experience in ITSM, ITBM, ITOM Business Process Consulting, implementation in ServiceNow, Architecture/Design / end to end platform roll out • Hands on experience in Service Mapping and CSDM / CMDB • Knowledge of web-based systems architecture, service-based architecture, enterprise application architecture as well as experience managing expectations and priorities. Must demonstrate good judgment and pragmatic approach to delivering a solution that optimizes architecture activities across company needs, business constraints and technological realities • At least 5 years of experience in ServiceNow- CMDB, Service Map, ITAM • Should have built CDM or CSDM models for different customer base

Role Purpose

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The purpose of this role is to design, test and maintain software programs for operating systems or applications which needs to be deployed at a client end and ensure its meet 100% quality assurance parameters

Do

Instrumental in understanding the requirements and design of the product/ software

Develop software solutions by studying information needs, studying systems flow, data usage and work processes

Investigating problem areas followed by the software development life cycle

Facilitate root cause analysis of the system issues and problem statement

Identify ideas to improve system performance and impact availability

Analyze client requirements and convert requirements to feasible design

Collaborate with functional teams or systems analysts who carry out the detailed investigation into software requirements

Conferring with project managers to obtain information on software capabilities

Perform coding and ensure optimal software/ module development

Determine operational feasibility by evaluating analysis, problem definition, requirements, software development and proposed software

Develop and automate processes for software validation by setting up and designing test cases/scenarios/usage cases, and executing these cases

Modifying software to fix errors, adapt it to new hardware, improve its performance, or upgrade interfaces.

Analyzing information to recommend and plan the installation of new systems or modifications of an existing system

Ensuring that code is error free or has no bugs and test failure

Preparing reports on programming project specifications, activities and status

Ensure all the codes are raised as per the norm defined for project / program / account with clear description and replication patterns

Compile timely, comprehensive and accurate documentation and reports as requested

Coordinating with the team on daily project status and progress and documenting it

Providing feedback on usability and serviceability, trace the result to quality risk and report it to concerned stakeholders

Status Reporting and Customer Focus on an ongoing basis with respect to project and its execution

Capturing all the requirements and clarifications from the client for better quality work

Taking feedback on the regular basis to ensure smooth and on time delivery

Participating in continuing education and training to remain current on best practices, learn new programming languages, and better assist other team members.

Consulting with engineering staff to evaluate software-hardware interfaces and develop specifications and performance requirements

Document and demonstrate solutions by developing documentation, flowcharts, layouts, diagrams, charts, code comments and clear code

Documenting very necessary details and reports in a formal way for proper understanding of software from client proposal to implementation

Ensure good quality of interaction with customer w.r.t. e-mail content, fault report tracking, voice calls, business etiquette etc

Timely Response to customer requests and no instances of complaints either internally or externally

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

Lead Software Developer and Project Manager

Regular reporting & updates

Software Developers

For work coordination and support in providing testing solutions

External

Clients

Provide apt solutions and support as per the requirement

Display

Lists the competencies required to perform this role effectively:

Functional Competencies/ Skill
- Leveraging Technology - Knowledge of current and upcoming technology along with expertise in programming (automation, tools and systems) to build efficiencies and effectiveness in own function/ Client organization - Competent
- Process Excellence - Ability to follow the standards and norms to produce consistent results, provide effective control and reduction of risk - Expert
- Technical knowledge - knowledge of various programming languages, tools, quality management standards and processes - Expert

Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

Expert

Applies the competency in all situations and is serves as a guide to others as well.

Master

Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognised within the entire organization.

Behavioral Competencies
- Formulation & Prioritization
- Innovation
- Managing Complexity
- Execution Excellence
- Passion for Results

Deliver

No.

Performance Parameter

Measure

1.

Continuous Integration, Deployment & Monitoring of Software

100% error free on boarding & implementation, throughput %, Adherence to the schedule/ release plan

2.

Quality & CSAT

On-Time Delivery, Manage software, Troubleshoot queries

Customer experience, completion of assigned certifications for skill upgradation

3.

MIS & Reporting

100% on time MIS & report generation

Servicenow-Development

ServiceNow Developer

ServiceNow Developer

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