Role Proficiency:

Act creatively to develop applications and select appropriate technical options optimizing application development maintenance and performance by employing design patterns and reusing proven solutions account for others' developmental activities

Outcomes:

     Interpret the application/feature/component design to develop the same in accordance with specifications.      Code debug test document and communicate product/component/feature development stages.      Validate results with user representatives; integrates and commissions the overall solution      Select appropriate technical options for development such as reusing improving or reconfiguration of existing components or creating own solutions      Optimises efficiency cost and quality.      Influence and improve customer satisfaction Set FAST goals for self/team; provide feedback to FAST goals of team members

Measures of Outcomes:

     Adherence to engineering process and standards (coding standards)      Adherence to project schedule / timelines      Number of technical issues uncovered during the execution of the project      Number of defects in the code      Number of defects post delivery      Number of non compliance issues On time completion of mandatory compliance trainings

Outputs Expected:

Code:

Code as per design Follow coding standards
templates and checklists Review code – for team and peers

Documentation:

Create/review templates
checklists
guidelines
standards for design/process/development Create/review deliverable documents. Design documentation
r and requirements
test cases/results

Configure:

Define and govern configuration management plan Ensure compliance from the team

Test:

Review and create unit test cases
scenarios and execution Review test plan created by testing team Provide clarifications to the testing team

Domain relevance:

Advise Software Developers on design and development of features and components with a deep understanding of the business problem being addressed for the client. Learn more about the customer domain identifying opportunities to provide valuable addition to customers Complete relevant domain certifications

Manage Project:

Manage delivery of modules and/or manage user stories

Manage Defects:

Perform defect RCA and mitigation Identify defect trends and take proactive measures to improve quality

Estimate:

Create and provide input for effort estimation for projects

Manage knowledge:

Consume and contribute to project related documents
share point
libraries and client universities Review the reusable documents created by the team

Release:

Execute and monitor release process

Design:

Contribute to creation of design (HLD
LLD
SAD)/architecture for Applications/Features/Business Components/Data Models

Interface with Customer:

Clarify requirements and provide guidance to development team Present design options to customers Conduct product demos

Manage Team:

Set FAST goals and provide feedback Understand aspirations of team members and provide guidance
opportunities
etc Ensure team is engaged in project

Certifications:

Take relevant domain/technology certification

Skill Examples:

     Explain and communicate the design / development to the customer      Perform and evaluate test results against product specifications      Break down complex problems into logical components      Develop user interfaces business software components      Use data models      Estimate time and effort required for developing / debugging features / components      Perform and evaluate test in the customer or target environment      Make quick decisions on technical/project related challenges      Manage a Team mentor and handle people related issues in team   Maintain high motivation levels and positive dynamics in the team.   Interface with other teams designers and other parallel practices   Set goals for self and team. Provide feedback to team members   Create and articulate impactful technical presentations   Follow high level of business etiquette in emails and other business communication   Drive conference calls with customers addressing customer questions    Proactively ask for and offer help   Ability to work under pressure determine dependencies risks facilitate planning; handling multiple tasks.   Build confidence with customers by meeting the deliverables on time with quality.   Estimate time and effort resources required for developing / debugging features / components   Make on appropriate utilization of Software / Hardware’s.   Strong analytical and problem-solving abilities

Knowledge Examples:

     Appropriate software programs / modules      Functional and technical designing      Programming languages – proficient in multiple skill clusters      DBMS      Operating Systems and software platforms      Software Development Life Cycle      Agile – Scrum or Kanban Methods      Integrated development environment (IDE)      Rapid application development (RAD)   Modelling technology and languages   Interface definition languages (IDL) Knowledge of customer domain and deep understanding of sub domain where problem is solved

Additional Comments:

The ServiceNow System Administrator is responsible for managing, configuring, and maintaining the ServiceNow platform to support business needs. This role includes day-to-day administration, user support, troubleshooting, and performance monitoring, as well as implementing new features, enhancements, and upgrades. The ideal candidate should have a strong understanding of ServiceNow’s capabilities, experience in IT Service Management (ITSM) processes, and the ability to collaborate effectively with stakeholders to optimize ServiceNow usage. Key Responsibilities: · Platform Administration: o Perform daily operational administration of the ServiceNow platform, including user account management, security configurations, and access controls. o Manage and monitor ServiceNow instance health, including performance optimization and troubleshooting to ensure optimal platform operation. o Configure and maintain ServiceNow modules, including Incident, Problem, Change, and Service Catalog. · System Configuration & Customization: o Configure and customize forms, fields, tables, and workflows within ServiceNow to meet business requirements. o Implement ServiceNow business rules, client scripts, UI actions, and policies to automate and optimize workflows. o Develop and configure notifications, s, and escalations based on user requirements and ITIL processes. · User Support & Training: o Provide end-user support, including troubleshooting, resolving issues, and ensuring users understand ServiceNow functionality. o Create and maintain training materials, guides, and documentation to support user adoption and best practices. o Assist with user training sessions and provide ongoing support for new and existing features. · Data Management & Reporting: o Ensure data accuracy and integrity within the ServiceNow platform by monitoring and auditing data quality. o Develop and maintain reports, dashboards, and Performance Analytics to provide insights and metrics on ServiceNow usage and service management. o Create scheduled reports and ad hoc reporting to meet various business needs. · System Maintenance & Upgrades: o Coordinate and manage ServiceNow upgrades, patches, and security updates to ensure the platform is up to date and secure. o Test new functionality, enhancements, and configurations in a non-production environment before deploying to production. o Work with ServiceNow support for issue resolution and enhancements. · Integration & Development: o Support integrations with third-party systems through REST/SOAP APIs as required. o Collaborate with ServiceNow developers to implement solutions and ensure seamless data flow between ServiceNow and other systems. Required Skills & Qualifications: Technical Skills: · ServiceNow Platform Knowledge: o Proficiency in the core ServiceNow ITSM modules (Incident, Problem, Change, Service Catalog, Knowledge). o Understanding of ServiceNow’s data model and ability to manage Configuration Management Database (CMDB) data and relationships. o Experience in creating and managing workflows, reports, dashboards, and performance analytics within ServiceNow. o Knowledge of ServiceNow Access Control Rules, ACLs, and platform security best practices. · Scripting & Automation: o Familiarity with JavaScript for ServiceNow scripting, including creating and maintaining Client Scripts, Business Rules, and UI Policies. o Experience with Glide scripting (GlideRecord, GlideForm, GlideUser) for custom solutions and automation. o Ability to utilize Flow Designer and Workflow Editor to automate tasks and processes within ServiceNow. · System Maintenance & Upgrade Skills: o Experience with planning and executing ServiceNow upgrades and instance cloning. o Familiarity with ServiceNow’s release process, including testing and deploying new features and updates. o Understanding of best practices for instance management, performance tuning, and platform stability. · Integration Knowledge: o Basic knowledge of REST and SOAP APIs to support data integration between ServiceNow and other applications. o Ability to troubleshoot and configure integrations, including MID server setup if required. ServiceNow Certifications: · Mandatory: o ServiceNow Certified System Administrator (CSA) · Preferred: o ServiceNow Certified Implementation Specialist (any module) o ITIL Foundation Certification Soft Skills: · Strong analytical and problem-solving skills with a detail-oriented approach. · Excellent communication and interpersonal skills to effectively support and train end-users. · Ability to prioritize tasks, work independently, and manage multiple assignments in a fast-paced environment. · Customer-service mindset with a commitment to resolving issues and providing high-quality support. Preferred Experience: · 3+ years of experience working as a ServiceNow Administrator in an enterprise environment. · Background in IT Service Management (ITSM) and familiarity with ITIL best practices. · Experience working with a team