Sr ServiceNow Developer Product Operations

What you get to do in this role: 

As a Sr. Software Engineer in the ETG Product Operations and Innovation Sustaining Engineering (POISE) team 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:

• 6-10 years of total experience in software or platform development Exp. including 4 years working hands-on with ServiceNow (CSA CAD certifications required)
• Expertise in writing JavaScript and ServiceNow scripting and problem-solving skills
• Expertise in ITSM and strong experience in at least one another ServiceNow Product area (ITOM ITAM SAM HAM)
• Experience working in Virtual Agent AI Search Conversational Interfaces preferred
• Experience working or knowledge of Generative AI LLMs (Claude or Open AI) MCP preferred
• Ability to work in a fast-paced 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
• 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

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 and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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 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 :

Full-time