Role Proficiency:

Act creatively to develop applications by selecting appropriate technical options optimizing application development maintenance and performance by employing design patterns and reusing proven solutions. Account for others' developmental activities; assisting Project Manager in day to day project execution.

Outcomes:

     Interpret the application feature and component designs to develop the same in accordance with specifications.      Code debug test document and communicate product component and feature development stages.      Validate results with user representatives integrating and commissions the overall solution.      Select and create appropriate technical options for development such as reusing improving or reconfiguration of existing components while creating own solutions for new contexts      Optimises efficiency cost and quality.      Influence and improve customer satisfaction      Influence and improve employee engagement within the project teams 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      Percent of voluntary attrition On time completion of mandatory compliance trainings

Outputs Expected:

Code:

Code as per the design Define 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
requirements
test cases and results

Configure:

Define and govern configuration management plan Ensure compliance from the team

Test:

Review/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 deeper understanding of the business problem being addressed for the client Learn more about the customer domain and identify opportunities to provide value addition to customers Complete relevant domain certifications

Manage Project:

Support Project Manager with inputs for the projects Manage delivery of modules Manage complex 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 and size estimation and plan resources 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 and data models

Interface with Customer:

Clarify requirements and provide guidance to Development Team Present design options to customers Conduct product demos Work closely with customer architects for finalizing design

Manage Team:

Set FAST goals and provide feedback Understand aspirations of the team members and provide guidance
opportunities
etc Ensure team members are upskilled Ensure team is engaged in project Proactively identify attrition risks and work with BSE on retention measures

Certifications:

Obtain relevant domain and technology certifications

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 resources required for developing / debugging features / components      Perform and evaluate test in the customer or target environments      Make quick decisions on technical/project related challenges      Manage a team mentor and handle people related issues in team   Have the ability to maintain high motivation levels and positive dynamics within the team.   Interface with other teams designers and other parallel practices   Set goals for self and team. Provide feedback for 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 and answer 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 timely with a quality product.   Estimate time and effort of resources required for developing / debugging features / components

Knowledge Examples:

     Appropriate software programs / modules      Functional & 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) Broad knowledge of customer domain and deep knowledge of sub domain where problem is solved

Additional Comments:

Job Title: ServiceNow Lead Developer (CSM) Location: Offshore, with working hours in US/EST or CST (Supporting LATAM & ANZ Time Zones) Job Summary: We are seeking a highly experienced ServiceNow Lead Developer with deep expertise in Customer Service Management (CSM) to support the execution of our product backlog, system enhancements, and operational excellence. This role requires a high-level architectural understanding of our Deliver applications, ongoing service improvement initiatives, and incident management. The ideal candidate will work across global time zones, including LATAM and ANZ, and must be fluent in English. Bilingual proficiency in Spanish and/or Portuguese is preferred. ________________________________________ Key Responsibilities: Solution Architecture & System Enhancements • Provide strategic direction and architectural leadership for ServiceNow CSM implementations and enhancements. • Support minor and major system enhancements, ensuring scalability, performance, and security. • Ensure the reliability and continuous improvement of the ServiceNow CSM module and related applications. • Collaborate with business stakeholders to define and refine product backlog items for ServiceNow development teams. Operations & Support • Lead and participate in weekly touch base calls and periodic service reviews to ensure operational efficiency. • Monitor system health metrics and generate monthly Solution Hub dashboards to track performance and reliability. • Support service requests and incident escalations (L2-L4), ensuring prompt issue resolution. • Maintain operational excellence by optimizing processes, ensuring best practices, and supporting governance frameworks. Collaboration & Stakeholder Engagement • Engage with cross-functional teams, business leaders, and technical teams to ensure alignment on ServiceNow solutions. • Provide expertise and recommendations for ServiceNow best practices, configurations, and integrations. • Work in collaboration with LATAM and ANZ teams to support periodic and urgent requests. • Participate in conference calls across multiple time zones to address business and technical concerns. ________________________________________ Required Qualifications: Technical Skills & Experience • 7-10 years of experience in ServiceNow architecture and development, with a strong focus on CSM (Customer Service Management). • Deep expertise in ServiceNow platform capabilities, workflows, integrations, and customization. • Experience supporting ITIL processes, incident management, and change management. • Strong understanding of ServiceNow data models, CMDB, and reporting tools. • Experience in ServiceNow platform administration, including upgrades, security, and performance optimization. • Familiarity with ServiceNow ITSM, ITOM, and Service Portal is a plus. Soft Skills & Work Environment • Fluent in English (Required); Spanish and/or Portuguese proficiency is preferred. • Ability to work across LATAM and ANZ time zones, with standard working hours in US/EST or CST. • Strong problem-solving and analytical skills, with the ability to address complex technical and business challenges. • Effective communication and stakeholder management skills, working with diverse teams across multiple geographies. • Self-motivated and proactive in driving process improvements and architectural solutions. ________________________________________ Preferred Certifications: • ServiceNow Certified System Administrator (CSA) • ServiceNow Certified Implementation Specialist – CSM • ServiceNow Certified Application Developer (CAD) • ITIL v4 Certification (Preferred)