ServiceNow ECM Developer

2 months ago


Chennai, India GK HR Consulting India Private Limited Full time

RGS

9732311

Role

ServiceNowECM Developer /Admin

RequiredTechnical SkillSet

ServiceNowEnterprise Case Management (ECM)

ExperienceRange

3 5Years

Location

Chennai

JD:

Scope ofWork:

1.Developing and configuring new features for the Enterprise CaseManagement (ECM) system inServiceNow

2.Integrating applications into ECM; the below ECM ServiceNow modulesare in scope for thisprogram:

Casemanagement.

Integrations.

Serviceportal.

Servicecatalog.

Agentchat.

Advancedworkassignment.

Interactionmanagement.

Agentworkspace.

Servicelevelmanagement.

Reportingandanalytics.

BusinessBenefit ofInvestment:

Continueddevelopment and enhancement needs in order to sustain platform usedby all frontline agents across thecompany.

SpecificProject Stage/System BeingSupported:

Developingand configuring new features for the Enterprise Case Management(ECM) system inServiceNow.

KeyDeliverables:

I. Providedevelopment resources to assist product owners and providedevelopment and configuration of the ECM (ServiceNow) Platform; keyactivities:

a. Developdesigns of assigned user stories or components based on thebusiness requirements and current ECM Platformdesigns.

b. Forassigned user stories configure modules in the ECM Platform orbuild code asneeded.

c. Conducttechnical quality reviews and unit testing of the developed userstories.

o Identifyand address defects and performance problems resulting from theunit testingactivities.

oDemonstrate the developed user stories or functionality asrequested.

II. Assistin user acceptance testing (UAT) asrequested.

III.Support resolutions for defects identified in platformconfigurations of ServiceNow Core modules or integrations; keyactivities:

a. Supportmitigation activities for identified critical (P0) to low priority(P4) UAT defects and P0 and P1 platform productiondefects.

b. Act aslevel 3 support to resolve P0 and P1 defects that are identified asconfiguredissues.

o Ifapplicable attempt to replicate the P0 and P1 defect in the ComcastQAenvironment.

o Documentresolutions in user stories for the ECM product backlog orimmediate deployment asrelevant.

o Performa root cause analysis as requested for P0 and high priority P1defects.

ServiceNow,Enterprise Case Management(ECM)



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