ServiceNow Developer - HRSD/ITSM Modules (6-9 yrs)

Qualifications :

- 6+ years of hands-on experience with the ServiceNow modules like ITSM,HRSD etc

- Strong technical skills in ServiceNow scripting languages (e.g. GlideRecord, GlideSystem)

- Proficiency in diagnosing, troubleshooting, and resolving complex issues, including environment-specific problems.

- Ability to identify root causes and recommend proactive solutions to prevent recurrence.

- Strong understanding of Agile/Scrum methodologies to prioritize and address customer tickets effectively.

- Experience in engaging directly with customers to understand and address their business needs through technical solutions.

- A track record of achieving high customer satisfaction scores through effective communication, empathy, and technical depth.

- Strong technical writing skills to produce clear, detailed incident reports, solution documentation, and customer-facing updates.

- Excellent communication skills for collaborating with internal teams and providing clear, professional updates to customers.

Responsibilities :

- Evaluate, recommend, and implement solutions to address customer issues, following defined best practices for configuration, troubleshooting, and resolution.

- Serve as the primary technical contact to troubleshoot and resolve customer-reported issues on ServiceNow platform.

- Ensure successful delivery of support outcomes within defined SLAs and customer satisfaction metrics.

- Engage with product teams and customers throughout the lifecycle of issue resolution, from initial diagnosis and root cause

analysis to implementation of solutions and post-resolution support.

- Collaborate with internal teams to establish and refine technical best practices and operational standards for support delivery.

- Ensure proactive and transparent communication with customers, stakeholders, and internal teams during issue resolution.

- Deliver high-quality technical solutions that are complete, consistent, timely, and aligned with customer expectations.

- Collaborate with stakeholders to assess and configure workflows and platform settings to resolve complex technical and business

requirements.

- Produce deliverables such as detailed incident analysis, troubleshooting documentation, root cause analysis reports, and solution guides.

- Provide advanced technical troubleshooting for code-related issues or platform defects impacting customers.

- Offer guidance and mentorship to junior support team members, fostering knowledge sharing and skill development.

Certifications : ServiceNow certifications in CSA is must and CIS ITSM/HRSD are strongly preferred.