Senior Analyst

Summary
Position Summary
ServiceNow Configurator/Developer (Senior Analyst) – Deloitte Support Services India Private Limited
The ServiceNow team provides ServiceNow technology support to Deloitte Global and Member Firms'.

This role is for a ServiceNow Senior Analyst. Expectation: Subject matter expert for several ServiceNow implementations, including ITIL process implementation over ServiceNow.

Work you'll do

• Create, configure, and customize ServiceNow applications for new and existing implementations.
• Create and configure functional data such as Notifications and Service Level Agreements.
• Create and configure script objects such as Business Rules, Script Includes, UI Policies and Actions, Client Scripts, ACLs.
• Set-up interfaces between ServiceNow and other platforms in line with integration opportunities identified by Solution Architects.
• Perform system and integration testing.
• Recommend Administration settings and best practices.
• Create documentation of the developments, unit test cases and implementation plans.
• Work effectively in diverse teams within an inclusive team culture where people are recognized for their contribution

Responsibilities
Strategic

• Strong technical skills regarding technical topics and remote collaboration skills are critical to this role.
• Demonstrates an ability to deliver on project commitments.
• Produces work that consistently meets quality standards.
• Must have knowledge in GRC and IRM modules of ServiceNow.
• Understanding of ISQM standard for GRC.
• Must have knowledge of UI builder and Workspace configuration in ServiceNow.
• Should have hands-on experience in Business Rules, Script Include, ACLs, and all server-side scripting in best practice.
• Knowledge of Domain separation in ServiceNow is add-on.

Operational

• Design, Development and Implementation of ServiceNow customization including, but not limited to core setup, workflow administration, reporting, data imports, custom scripting, and third-party software integrations.
• Should have a good understanding of Agile/SAFe Methodologies.
• Perform advanced customizations including Business Rules, UI Pages, UI Macros, UI Scripts, Script Includes, Client Scripts, workflows, custom tables, reports etc.
• Perform workflow design, configuration, development, and data loads for ServiceNow platform, (ServiceNow) applications.
• Responsible for programming workflow, enhancements, and integrations with ServiceNow platform applications.
• Should have REST/SOAP Web Services integration experience.
• Good to have knowledge on following ServiceNow applications.

oITSM – IT Service Management

oDiscovery – On-Premises & Off- Premises

oServiceNow Orchestration

oITOM - IT Operations Management

oSPM/ITBM – IT Business Management

oHRSD (HR Service Delivery Fundamentals)

oServiceNow Event Management

oIntegration and ServiceNow Scripting (Glide, (JavaScript, Ajax, XML, JSON etc. HTML and CSS))

• Maintain pace with ServiceNow versioning.
• Perform upgrades and customizations of ServiceNow platform applications based on guidance from project manager, architects, ITIL practice leads and customers.
• Maintain and adhere to source code, configuration management, release management and software development best practices.
• Develop training materials and provide end-user or IT technician training on using the ServiceNow functionality.
• Provide in-person support daily to customer and team This will include direct interaction with the Executive staff and other key management.
• Maintain ServiceNow training and knowledge thru self-learning, attending conferences and training
• Responsible for proactive problem and risk management Triage and fix defects found in ServiceNow platform, applications, and workflows.
• Defining and validating non-functional (technical) requirements and establishing traceability between requirements and application architecture/design.
• End-to-end ownership of Solutioning for current & new opportunities (starting from requirement analysis to proposal delivery).
• Working with SMEs, Leads, Managers, Resources & Project/Delivery Manager (in case of specific inputs for solution) on finalizing the solution and estimates.
• Work with Project/delivery managers to build POC (proof of concept), prototype and sample development.
• Work with project/delivery managers to devise the timeline/schedule for executing the project.
• Working as a bridge between the Client & Delivery team during the transition of the won opportunities. And supporting delivery team in initial stages of the Discovery Phase, including discovery agenda finalization, facilitation material preparations, dry runs and actual engagement.
• Timely & quality delivery of opportunities
• Should have good understanding and should be up to date on ServiceNow latest releases, features and issues.
• Should be always align to the best practices and thrive towards innovative solution. Should have niche understanding of the ITIL processes and should be able to relate with the stakeholder requirements.

Experience:
4-6 Years

Work location:
Hyderabad

Shift Timings:
11am- 8 pm IST

Key Technical Skills, Experience And Knowledge

• At least 2-4 years of ServiceNow experience, including custom development, configuration.
• ServiceNow scripting experience using JavaScript, HTML, CSS, XML and REST/SOAP Web Services.
• Understanding and experience of Business Rules, Script Includes, UI Actions and all scripted aspects of ServiceNow.
• Customize ServiceNow UI and Service Portal through use of UI pages, CMS, CSS and Service Portal widgets.
• Strong knowledge of integrations and migrations.
• Deep understanding of ITIL.
• Strong understanding of ServiceNow administration settings.
• Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering medium to large-scale ServiceNow implementations
• Performs well in an agile environment with constant feedback and interaction with the team.
• Ability to accurately estimate level of effort/duration on projects and tasks.
• A positive attitude and perseverance required to troubleshoot/resolve complex technical issues whilst balancing multiple priorities.
• Demonstrated ability to troubleshoot technical issues.
• Strong knowledge in application development life cycle
• Executes design activities leveraging knowledge of all application design techniques; Ensures design is consistent with solution architecture; Ensures adherence to design standards; Performs technology proofs-of-concept to support design approaches
• Execute construction of solution that leverages knowledge of designated programming language(s) and ensures consistency with proposed design approach; Initiates peer reviews of system code; Establishes standards and leading practices
• Experience working with geographically distributed and culturally diverse work groups
• Strong written and verbal communication skills with the ability to present to IT and business leaders
• Demonstrated ability to stay current with development best practices, existing and emerging technology platforms, and industry trends
• Experience with formal software development methodologies, with a focus on Agile

Certifications

• ServiceNow Certified Systems Administrator is a must.
• ServiceNow Implementation Specialist & CAD is a great bonus.

Essential Competencies

• High degree of technical expertise in relevant areas
• Team Orientation and Team lead
• Motivated team player willing to learn from others
• Analytical, logical, thorough and methodical
• Problem management skills
• Able to work without supervision using their initiative to be creative in solution design
• Excellent interpersonal manner, communication skills & customer focussed

Education/Other:
Bachelor's Degree

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Requisition code: 304775