Sr. ServiceNow Developer

Key Responsibilities:

• Collaborate with stakeholders to gather and understand business requirements and processes.

• Design, develop, and implement solutions on the ServiceNow platform, encompassing all ITSM modules and various integrations.

• Develop and enhance Virtual Agents using NLU models, topics, and dialogue flows to automate Tier-0 and Tier-1 user interactions.

• Configure and implement ServiceNow Assist (AI-powered agent assist) to boost agent productivity and enhance the user experience.

• Customize and configure ServiceNow applications to align with business needs.

• Integrate ServiceNow with external systems via APIs and web services.

• Develop and maintain technical documentation for ServiceNow configurations and customizations.

• Provide ongoing support and maintenance for ServiceNow applications.

• Conduct testing and validation to ensure the delivery of high-quality solutions.

• Stay informed on the latest ServiceNow releases, features, and best practices.

• Mentor junior team members and actively engage in knowledge-sharing activities.

Required Skills and Qualifications:

• Proven experience in implementing and customizing ServiceNow solutions.

• In-depth understanding of ServiceNow modules such as ITSM and related integrations.

• Proficiency in JavaScript, AngularJS, HTML, CSS, and other web technologies.

• Experience building and deploying ServiceNow Virtual Agents, utilizing Natural Language Understanding (NLU).

• Familiarity with configuring ServiceNow Assist to improve agent performance.

• Strong ability to translate business requirements into technical solutions.

• Excellent problem-solving, analytical, and troubleshooting skills.

• Strong communication and interpersonal skills.

• ServiceNow certifications (e.g., Certified System Administrator, Certified Implementation Specialist) are preferred.

Preferred Skills:

• Experience with ServiceNow scripting (e.g., server-side, client-side, UI policies, business rules).

• Knowledge of ITIL practices.

• Familiarity with Agile methodologies.

• Exposure to advanced ServiceNow modules like Performance Analytics, Flow Designer, or similar.

• Familiarity with machine learning or AI-driven features in ServiceNow.

• Understanding of IT operations and service management processes.

Education Qualification:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).

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About Us:

ITC Infotech is a leading global provider of technology services and solutions, specializing in Business and Technology Consulting. We offer business-friendly solutions that enable our clients to thrive and become future-ready. By combining digital expertise, strong industry-specific partnerships, and deep domain knowledge from ITC Group businesses, we deliver tailored solutions across industries including Banking & Financial Services, Healthcare, Manufacturing, Consumer Goods, Travel, and Hospitality. ITC Infotech is committed to long-term, sustainable partnerships, offering both traditional and innovative business models to drive success for our clients.

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