IT Service Management Developer

3 weeks ago

Mandaluyong, Philippines Coforge Full time

Coforge Mandaluyong, National Capital Region, Philippines

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Overview

Core Responsibilities include design, implementation, and customization of ServiceNow modules (ITSM, CSM) and integrations with third-party tools using REST APIs. Focus on process optimization, knowledge management aligned with ITIL best practices, technical documentation, and customization & configuration of ServiceNow functionalities.

Responsibilities
  • ServiceNow Development: Design, implement, and customize ServiceNow modules including ITSM, CSM, and integrations with third-party tools using REST APIs.
  • Process Optimization: Streamline IT service management workflows and enhance operational efficiency through tailored ServiceNow solutions.
  • Knowledge Management: Build and maintain knowledge bases aligned with ITIL best practices. Collaborate with SMEs to curate content that reduces ticket volume and boosts self-service adoption.
  • Technical Documentation: Prepare design-level, program-level, and user-level documentation to support development and deployment.
  • Customization & Configuration: Utilize scripting (UI Policy, Client Script, UI Actions, Business Rules, Scheduled Jobs) and workflow tools to implement and maintain ServiceNow functionalities.
Qualifications & Skills
  • Experience – 6–8 years of experience.
  • ITSM & CSM Modules: Deep understanding of IT Service Management and Customer Service Management within ServiceNow.
  • Integration Experience: Proven ability to integrate ServiceNow with external systems using APIs.
  • AI Use Cases: Exposure to AI-driven enhancements like Now Assist.
  • Change & Incident Management: End-to-end handling of change requests, incident resolution, and knowledge management.
  • Training & UAT: Conduct user training and participate in User Acceptance Testing and deployment cycles.
Seniority level
  • Executive
Employment type
  • Full-time
Job function
  • Information Technology
Industries
  • Banking

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