BUSINESS UNIT OVERVIEW Enterprise Technology Operations (ETO) is a Business Unit within Core Engineering focused on running scalable production management services with a mandate of operational excellence and operational risk reduction achieved through large scale automation, best-in-class engineering, and application of data science and machine learning. The Production Runtime Experience (PRX) team in ETO applies software engineering and machine learning to production management services, processes, and activities to streamline monitoring, alerting, automation, and incident management. The team also builds and operates products for order management, disaster recovery testing, and developer onboarding.
TEAM OVERVIEW The ServiceNow Engineering team in Production Runtime Experience are subject matter experts in the ServiceNow Platform and the Now Platform capabilities, who engineer solutions and help implement in the GS ServiceNow instance. You'll be one of the core team members of the ServiceNow Development/Engineering team within GS, who will work closely with federated ServiceNow implementation partners in delivering projects and solutions.
ROLE AND RESPONSIBILITIES Actively participate in the design, development, and implementation of ServiceNow modules such as ITSM, Service Portal, CSM, HRSD, Security Operations, GRC/IRM; and other modules, as part of ServiceNow Program strategy.Develop solutions that leverage Analytics Intelligence and Reporting (Virtual Agent, Natural Language Intelligence), Customer Service Management, HR Service Delivery, IT Service Management (Communications, Agent Workspace, Predictive Intelligence, Product/Service Catalog, Service Portal), etc.Strong knowledge and experience in the Now Platform – Contextual Search, Data Management, Field Encryption and Key Management, Form/Lists Administration, Table/Field/Dictionary Management, User/Group administration, Advanced Work Assignment, CSDM, etc.Design and build integrations and custom applications using Now Platform App Engine capabilities such as - ServiceNow Studio/Flow Designer/Integration Hub, Inbound/Outbound Web Services APIs, Import Sets/Scheduled Jobs, Automated Test Framework, Business Rules, Orchestration, Remote Tables, MID Servers, etc - by demonstrating strong SDLC practices (re-use, modular, quality review, automated testing, reliability, and automation).Expert in IT Asset Management Lifecycle processes (including hardware and software) and Configuration Management processes; using Common Service Data Model (CSDM).Experience with defining and interpreting data models and querying SQL databases.Partner with ServiceNow Implementation partners and Platform support teams to design and develop business solutions using ServiceNow platform.Create and maintain Platform implementation roadmaps and provide hands-on assistance with the detailed design and implementation approach.Familiar with infrastructure technologies that are used to deliver services from a Data Center.Able to work with and coordinate data collection, integrating with GS On-prem and GS Cloud applications with ServiceNow platform.Expert in Configuration Management process & operational delivery.Assist Product Owners and teams in story writing, backlog maintenance and prioritization and planning. Facilitating creation and prioritization of project-level feature and enhancements backlogs.Effectively use metrics and data visualization to report progress and support data-driven decision making at the team or program level.Facilitate estimation and planning at the team or program level. Assisting in creating useful, reliable, and practical forecasts for delivery sprints and releases.Must demonstrate good judgment and pragmatic approach to delivering a solution that optimizes architecture activities across company needs, business constraints and technological realities.Coach developer, designer and product team members in Agile practices, values and principles.Help teams and individuals clarify goals, and actions to achieve them.QUALIFICATIONS A Bachelor's degree or equivalent experience.
ESSENTIAL SKILLS Minimum of 3 years of overall experience in installing, configuring, implementing, and managing ServiceNow platform and applications.Minimum 2 years of experience as ServiceNow Application Developer and Implementation Specialist.Knowledge of the ITIL service life cycle and ITSM best practices.Knowledge of web-based systems architecture, service-based architecture, enterprise application architecture (SSO, SAML, OAuth, TLS, REST/SOAP, etc).Experience in Importing Data (Import Sets/Transform Maps) and Integrating with External Data/APIs (Scripted REST APIs).Experience in Automated Test Framework (ATF).Implementing processes and procedures for ServiceNow platform management and continued operations.Strong communication skills, both written and verbal, with the ability to describe solutions with a business focus.Deep understanding of the software development lifecycle process, including requirement analysis, quality assurance, design, scheduling, implementation, issue tracking, version control and deployment.Prior experience in using Agile Development 2.0 to manage ServiceNow development (Scrum/SAFe) and writing/refining User Stories.NICE TO HAVE Minimum of 1-2 years of experience in configuring and implementing Governance, Risk and Compliance (GRC) / Integrated Risk Management (IRM) application.
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