Lead Engineer - ServiceNow
- Hyderabad, Telangana
- Permanent
- Full-time
This role will involve collaboration with various stakeholders to enhance user experiences, improve service delivery, and drive automation initiatives. If you're a self-starter with strong problem-solving skills and a passion for leveraging ServiceNow’s capabilities, we'd love to hear from you.
Responsibilities
- Design & Develop ServiceNow Virtual Agent & Chat Solutions:
- Architect, develop and maintain Virtual Agent conversations for enhanced user interactions and streamlined service delivery.
- Customize and integrate ServiceNow Chat solutions for real-time user support and automation of routine tasks.
- Service Catalog Development:
- Develop and maintain custom Service Catalog items, workflows, and integrations.
- Collaborate with stakeholders to design intuitive Catalog offerings that improve user experience and increase automation.
- Predictive Intelligence & Machine Learning:
- Implement ServiceNow Predictive Intelligence models for incident classification, routing, and recommendations.
- Continuously optimize and enhance the predictive models to meet business needs and improve automation accuracy.
- Automation & Integration:
- Design and implement automation solutions to streamline IT and business processes using Flow Designer, Integration Hub, and other ServiceNow tools.
- Integrate ServiceNow with third-party systems to enable seamless data exchange and process automation.
- ServiceNow Platform Expertise:
- Stay up to date with the latest ServiceNow features, releases, and best practices.
- Provide technical leadership, mentoring, and knowledge transfer to junior developers and other teams.
- Troubleshooting & Support:
- Debug and resolve issues in Virtual Agent, Chat, Service Catalog, and predictive models.
- Provide ongoing support for automation solutions, ensuring performance, scalability, and security.
- 7+ years of hands-on experience with ServiceNow platform, including:
- ServiceNow Virtual Agent (VA) development.
- ServiceNow Chat and related automation.
- ServiceNow Service Catalog development, customization, and workflow automation.
- Predictive Intelligence implementation and machine learning model development.
- Strong expertise in JavaScript, Flow Designer, Business Rules, Client Scripts, and UI Policies.
- Proven experience with REST/SOAP APIs for integrating third-party systems with ServiceNow.
- In-depth understanding of ITSM, ITOM, and related ServiceNow modules.
- Ability to translate business requirements into technical solutions that align with best practices.
- Excellent troubleshooting skills and a commitment to delivering high-quality solutions.
- Strong communication skills to effectively interact with stakeholders at all levels.