Act as technical owner, managing a team of developers by assigning tasks and providing guidance.
Mentor and lead developers through agile sprints, including development, unit testing, functional testing, and peer reviews.
Participate in client requirement discovery, design, and develop ServiceNow solutions from enhancements to full deployments.
Create and customize complex workflows and custom workflow activities.
Review designs and code per sprint to ensure quality.
Coordinate with clients, architects, business analysts, and developers to translate business needs into technical tasks.
Contribute to and review user stories.
Build and maintain technical documentation.
Monitor ServiceNow health, usage, compliance, and applications.
Develop deep understanding of implemented products and client business.
Provide production support, resolving issues under pressure.
Assist in project estimation.
Participate in knowledge transfer sessions with developers.
Stay current with ServiceNow platform updates.
Coordinate production/sub-production upgrades, cloning, testing, evaluation, and regression remediation.
Contribute to blueprinting workshops with documentation and effort estimation.
Support COE in training path development and lead training workshops.
Define and contribute to best development and solution practices.
Technical Skills:
Extensive experience with Customer Service Management (CSM) and Financial Services Operations (FSO), including Dispute Management, Client Onboarding, Loan Operations, Card Operations, and Treasury Operations.
ServiceNow development with one greenfield implementation of any module.
Hands-on JavaScript scripting, debugging, and deployment using update sets for applications, enhancements, and upgrades.
Proficiency in Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists, APIs, and Service Portal.
Integration with 3rd-party tools via REST, SOAP, Scripted, and Flow/Integration Hub.
Deployment from lower instances to production, cloning, and upgrades.
Adherence to ServiceNow best practices in scripting and integration.
Experience with Now Assist.
Functional and Behavioral Skills:
Prior experience leading client projects as technical lead.
Excellent communication skills for client-facing roles.
Strong management, analytics, problem-solving, and interpersonal skills.
Self-motivated, positive outlook, and results-oriented.
Certifications (Required):
Certified System Administrator (CSA).
One mainline Implementer certification (FSO/CSM/HRSD/ITSM/GRC preferred; FSO Professional compulsory).
