Job Description
The ServiceNow Developer must have experience in CSM modules, workflows, forms, and user interfaces to align with customer service processes and requirements. Should have worked on end-to-end Implementation projects on ServiceNow platform. Overall, the Developer should have technical abilities, detailed understanding of ServiceNow platform capabilities, and experience in governance and management of the tool.
Location/Division: India-Bangalore/Philippines Manila
How will you get here?
Education
Bachelor’s degree in Science or Engineering preferred or equivalent experience required.
What will you do?
- The developer will be responsible for design and Implementation of ServiceNow CSM solutions, including but not limited to case management, knowledge management, and self-service portals.
- Collaborate with customers and translate business requirements into functional and technical specifications, ensuring alignment with ServiceNow CSM capabilities.
- Developing and implementing workflows, business rules, and automation scripts to automate customer service processes, such as incident, Change and problem management, and request fulfilment.
- Investigate and resolve issues related to ServiceNow CSM implementations.
- Integrating ServiceNow CSM with other systems and applications to streamline data exchange and automate processes.
- Designing intuitive and user-friendly interfaces for customer service agents, managers, and end-users to improve their experience and efficiency within the platform.
- Configuring dashboards, reports, and analytics within ServiceNow to provide insights into customer service performance, trends, and areas for improvement.
- Drive ServiceNow CSM module process definition, re-engineering, improvement, and gap analysis of current/to-be processes during client workshops with key customer sponsors and stakeholders.
- Work closely with multi-functional teams, including ServiceNow developers, project managers, and business analysts
- Building applications, modules, and portals within the ServiceNow platform to extend its capabilities and address specific customer service needs.
- Stay up to date with the latest ServiceNow releases and industry trends, and proactively suggest improvements to improve the customer experience.
- Ability to capture and analyze business requirements and document technical solution.
- Research new functionality and recommend solutions that deliver customer value.
- Analyze, diagnose, and resolve software bugs applying approved procedures.
- Update and maintain a comprehensive testing protocol for ServiceNow instance upgrades with the purpose of certifying all applications for use after the upgrade completes
Experience
- 5+ years of experience with ServiceNow CSM, including implementation, customization, and administration.
- ServiceNow certifications in CSM and ITSM strongly preferred.
- Deep technical skills in JavaScript, HTML, CSS, and ServiceNow scripting languages (e.g. GlideRecord, GlideSystem)
- Experience with Agile development methodologies.
- Good experience in performance analytics.
- Strong analytical, problem-solving, and communication skills.
- Scripted Web-Services, AJAX, JavaScript, SOAP, REST, MID Server Setup, and Integration of ServiceNow to other applications.
- Works with platform and project management teams to ensure improvements are delivered completely, accurately, and timely.
- Experience in implementation of Service Portal with good knowledge of AngularJS.
Knowledge, Skills Abilities
- Mentor junior resources and contractors to address potential technical gaps.
- Effectively manage multiple projects concurrently while maintaining a high level of attention to detail on each project.
- Adaptable to change and able to work independently and as part of a team.
- Excellent presentation, verbal, and written communication skills.
- Hardworking and collaborative with a positive attitude.
At Thermo Fisher Scientific, each one of our 125,000 extraordinary minds have a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer. Apply today http://jobs.thermofisher.com
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
