ServiceNow ECM CSM Developer Admin

1 month ago

Chennai, India Purple Drive Full time

ServiceNow ECM / CSMDeveloper /Admin

Chennai KolkataAhmedabad Hyderabad NewDelhi

1. Developing andconfiguring new features for the Enterprise Case Management (ECM)system inServiceNow

2. Integratingapplications into ECM; the below ECM ServiceNow modules are inscope for thisprogram:

Casemanagement.

Integrations.

Serviceportal.

Servicecatalog.

Agentchat.

Advanced workassignment.

Interactionmanagement.

Agentworkspace.

Service levelmanagement.

Reporting andanalytics.

Business Benefit ofInvestment:

Continued developmentand enhancement needs in order to sustain platform used by allfrontline agents across thecompany.

SpecificProject Stage/System BeingSupported:

Developing andconfiguring new features for the Enterprise Case Management (ECM)system inServiceNow.

KeyDeliverables:

I. Provide developmentresources to assist product owners and provide development andconfiguration of the ECM (ServiceNow) Platform; keyactivities:

a. Develop designs ofassigned user stories or components based on the businessrequirements and current ECM Platformdesigns.

b. For assigned userstories configure modules in the ECM Platform or build code asneeded.

c. Conduct technicalquality reviews and unit testing of the developed userstories.

o Identify and addressdefects and performance problems resulting from the unit testingactivities.

o Demonstrate thedeveloped user stories or functionality asrequested.

II. Assist in useracceptance testing (UAT) asrequested.

III. Supportresolutions for defects identified in platform configurations ofServiceNow Core modules or integrations; keyactivities:

a. Support mitigationactivities for identified critical (P0) to low priority (P4) UATdefects and P0 and P1 platform productiondefects.

b. Act as level 3support to resolve P0 and P1 defects that are identified asconfigured issues.

o If applicableattempt to replicate the P0 and P1 defect in the Comcast QAenvironment.

o Document resolutionsin user stories for the ECM product backlog or immediate deploymentas relevant.

o Perform a root causeanalysis as requested for P0 and high priority P1defects.

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