ServiceNow ITSM Developer

Infosys

About The Position

In the assigned Job Role of Infrastructure Consultant 2, your Area Of Responsibility will be as below: ⦁ Collaborate with internal and client teams to resolve complex incidents, conduct root cause analyses, and document findings with preventive recommendations ⦁ Participate in evaluation of client IT infrastructure, prepare actionable assessment reports, and support due diligence to document infrastructure maturity and improvement opportunities ⦁ Contribute to the design of scalable, cost-effective IT infrastructure solutions, review reusable components, and develop technical documentation for deployed systems ⦁ Align release schedules and environment readiness, execute deployments as per protocols, perform post-deployment testing, and manage version control to track changes ⦁ Co-ordinate maintenance schedules, emergency fixes, and technology upgrades while ensuring uninterrupted integration into existing systems and processes ⦁ Facilitate performance data analysis across systems, coordinate insights on system behavior, and support capacity planning to optimize performance ⦁ Conduct security checks, recovery drills, and compliance audits, implement security measures, and coordinate continuity plans to maintain adherence to standards ⦁ Gather feedback to identify automation opportunities, analyze existing infrastructure processes, and propose enhancements for efficiency gains ⦁ Act as liaison with onsite, offshore, and vendor teams to document project requirements, ensuring effective collaboration ⦁ Develop a centralized repository of technical and procedural knowledge, leveraging insights from other projects to drive efficiency and retain organizational expertise Your contribution to the team: ⦁ A collaborative spirit and excellent communication skills. ⦁ Ability to handle complex incidents and implement resolutions ⦁ A knack for conducting IT infrastructure assessment and identifying key optimization opportunities ⦁ Focused approach towards deployment management, system optimization, and process automation initiatives including sector specific focus ⦁ The ability to work with cross-functional teams

Requirements

ServiceNow ITSM: Incident Management, Problem Management, Change Management, Service Catalog Development, and Knowledge Management.
ServiceNow Platform: Strong understanding of core platform capabilities, customization, configuration, and workflow development.
ServiceNow Development: Hands-on experience in ServiceNow development, integrations, scripting, troubleshooting, and customization.
Platform Assessment: Ability to identify and recommend Out-of-the-Box (OOTB) functionality versus customizations.
Troubleshooting & Analysis: Strong investigative, analytical, and problem-solving skills.
Experience working within an Agile delivery environment.

Nice To Haves

Experience supporting and enhancing mature ServiceNow implementations with extensive customizations.
Knowledge of AWS (Amazon Web Services).
Experience with Python scripting and automation.
Exposure to ServiceNow integration technologies and third-party system integrations.
Understanding of ServiceNow platform best practices, optimization, and governance.

Responsibilities

Collaborate with internal and client teams to resolve complex incidents, conduct root cause analyses, and document findings with preventive recommendations
Participate in evaluation of client IT infrastructure, prepare actionable assessment reports, and support due diligence to document infrastructure maturity and improvement opportunities
Contribute to the design of scalable, cost-effective IT infrastructure solutions, review reusable components, and develop technical documentation for deployed systems
Align release schedules and environment readiness, execute deployments as per protocols, perform post-deployment testing, and manage version control to track changes
Co-ordinate maintenance schedules, emergency fixes, and technology upgrades while ensuring uninterrupted integration into existing systems and processes
Facilitate performance data analysis across systems, coordinate insights on system behavior, and support capacity planning to optimize performance
Conduct security checks, recovery drills, and compliance audits, implement security measures, and coordinate continuity plans to maintain adherence to standards
Gather feedback to identify automation opportunities, analyze existing infrastructure processes, and propose enhancements for efficiency gains
Act as liaison with onsite, offshore, and vendor teams to document project requirements, ensuring effective collaboration
Develop a centralized repository of technical and procedural knowledge, leveraging insights from other projects to drive efficiency and retain organizational expertise