CONSULTANT

HCL Technologies
Posted on: 16 Oct 2021

Job Location : - GB

Designation

CONSULTANT

SR Number

HCLI/HCLI/2021/1639816

No. of Positions

1

Experience

4.5-8 Years

Skill (Primary)

Tools and Standards-Support-ServiceNow

Qualification

B Tech

Employee Group

Business Line FT

Job Description (Posting).

Responsibilities• Design and develop new ServiceNow applications and services for ITSM modules of ServiceNow, including ITSM Standard modules, Conversational bot integration with MS Teams, Now Mobile app, and Portal.• Expertise in ServiceNow processes or business modules (ITSM, ITBM, Performance Analytics a plus)• Own and manage the integration of 3rd party systems with ServiceNow; MID server, web services (SOAP and REST), email and other relevant integration technologies• Create or enhance various ServiceNow components such as business rules, flow designer, workflow, request catalog, client script, and script include, UI policy, UI action, portal, UI macro, etc.• Develop and support reactive requests for troubleshooting or identifying root causes• Load, transform and maintain data between ServiceNow and other systems• Utilize scripting tools and ServiceNow functionality to automate tasks within ServiceNow• Troubleshoot automation issues and find practical solutions to address barriers, enabling forward movement in the application lifecycle.• Deploy update sets to production environment following defined change control processes• Complete any development and testing tasks related to ServiceNow releases• Monitor ServiceNow performance and processes to stay within the stated KPIs• Develop and customize system to meet business needs.• Ability to work closely with the Management, Platforms & Product teams, to translate their requirements into deliverables within the ServiceNow platform.• Contribute to KKR's overall ITSM strategy• SME plus has hands on knowledge of Security/VRM/ BCM/ ITSM modules.• Will be working with rollout of the set modules from Security Operations, Vendor Risk and BCP perspective.• Worked on different third party integration( SecOps tools, Coupa, SCC and Infloblox etc)• Excellent written and verbal skills.• Requirements• At least 5-7+ years of hands-on experience with the development, configuration, implementation and support of production and non-production ServiceNow instances• Experience with Web Technologies (XML, HTML, JavaScript, Angular JS, Web Services, etc.) and working in a SaaS environment• At least 5 years of hands-on experience with JavaScript, Java and HTML are required• Minimum of 3 years of experience with common web technologies and networking (e.g., XML, HTML, JavaScript, AJAX, CSS, HTTP, TCP/IP, etc.)• Experience with Conversational bot with MS Teams and user conversations for Incident/Requests• ServiceNow Application Developer and or System Administrator Certifications are required• Demonstrated proficiency with the use and management of APIs• Provide overall maintenance of the ServiceNow platform (1.) To adhere to quality standards, regulatory requirements and company policies (2.) To provide support for on call escalations and doing incident and problem management (3.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team (4.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (5.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives (6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans.

HCL Technologies