Utilize working knowledge of PI, PA, Now Assist, Virtual Agent features of ServiceNow to develop innovative solutions.
Apply deep understanding of machine learning concepts to develop sentiment analysis, auto classification, auto routing, and auto resolution of incidents and service requests.
Develop, test, and deploy applications and enhancements on the ServiceNow platform using best practices and standards.
Configure and customize platform features such as forms, workflows, reports, dashboards, and notifications.
Integrate the ServiceNow platform with other systems and applications using APIs, web services, and other methods.
Troubleshoot and debug issues and errors on the platform, providing support and maintenance as needed.
Research and evaluate the latest trends and advances in ServiceNow generative AI and ITSM, proposing new ideas and features to improve customer experience.
Collaborate with stakeholders and customers to understand their requirements and expectations, delivering solutions that meet their needs and exceed their satisfaction.
Lead the implementation of ITSM solutions for the program, including configuring and customizing software applications, defining service catalogs, developing automation workflows, and integrating systems.
Lead efforts towards a unified CMDB, ensuring ongoing data quality and data integrity using ServiceNow ITOM.
Demonstrate solid leadership skills and the ability to lead and empower engineers and data scientists.