Service Now Lead

Location: Santa Clara CA (3 days a week in office)

Hiring mode :: FullTime

Job Description:

Service Now ITSM Lead Developer with GEN AI

• Working knowledge in PI PA Now Assist Virtual Agent features of Service Now.
• Deep Understanding of Machine Learning concepts to develop Sentiment Analysis Auto Classification Auto Routing and Auto Resolution of incidents and Service Requests.
• Developing testing and deploying applications and enhancements on the Service Now platform using best practices and standards.
• Configuring and customizing the platform features such as forms workflows reports dashboards notifications etc.
• Integrating the Service Now platform with other systems and applications using APIs web services and other methods.
• Performing troubleshooting and debugging of issues and errors on the platform and providing support and maintenance.
• Research and evaluate the latest trends and advances in Service Now generative AI and ITSM and propose new ideas and features to improve customer experience.
• Collaborate with stakeholders and customers to understand their requirements and expectations and deliver solutions that meet their needs and exceed their satisfaction.
• Ensure the quality performance security and scalability of the ITSM solutions and follow the best practices and standards of software engineering.
• Lead the implementation of ITSM solutions for the program (collaborating with development team) including configuring and customizing software applications defining service catalogs developing automation workflows and integrating systems.
• Lead the charge towards a unified CMDB ensuring ongoing data quality and data integrity using Service Now ITOM

Demonstrate solid leadership skills and ability to lead and empower engineers and data scientists