Senior Software Engineer ServiceNowProduct Operations
Senior Software Engineer ServiceNowProduct Operations
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Job Description
What you get to do in this role:
As part of the ETG Product Ops team proactively work on resolving L2/L3 support issues for all the ETG Products (Technology Workflows AIX DevX). Ensure all the Incidents and requests are tracked and addressed in a timely manner with a sense of urgency or if need to be escalated to appropriate ETG Engineering or Product teams
Track Key performance metrics using ETG and DT Ops dashboard (SLAs for response time resolution time customer satisfaction) and ensure all the SLA metrics are met
Ensure smooth communication with other teams in DT or ServiceNow on Product support needs and goals
Work closely with Engineering teams to gain understanding on the new feature releases for ETG Products prior to the Production release so Operations Support team can handle issues from day 1 of feature release
Gather and share customer feedback or recurring support issues with Product teams for potential feature improvements
Provide insights and analytics on metrics recurring issues and prioritization of new features.
Drive continuous improvement in operational efficiency and effectiveness.
Qualifications :
To be successful in this role you have:
- Experience in leveraging or critically thinking about how to integrate AI into work processes decisionmaking or problemsolving. This may include using AIpowered tools automating workflows analyzing AIdriven insights or exploring AIs potential impact on the function or industry.
More than 6 years of Exp. working on ServiceNow platform (CSA CAD certifications preferred)
Expertise in writing JavaScript and ServiceNow scripting and problemsolving skills
Experience working in Virtual Agent AI Search Conversational Interfaces highly preferred
Ability to work in a fastpaced and dynamic environment with a sense of urgency towards resolving issues and growth mindset and interest to learn and upskill
Experience with monitoring tools dashboards and analytics
Demonstrated aptitude for learning new technologies quickly
Experience with AI/ML and automation in product operations is preferred
Strong interpersonal skills customer centric attitude ability to deal with cultural diversity
Strong communication skills (both written and verbal)
Knowledge of industry best practices in product support and operations.
FD21
Not sure if you meet every qualification We still encourage you to apply! We value inclusivity welcoming candidates from diverse backgrounds including nontraditional paths. Unique experiences enrich our team and the willingness to dream big makes you an exceptional candidate!
Additional Information :
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by law. In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
