• Incident Management, Problem Management, Change Management, Release Management, Knowledge Management, Asset management, CMDB, Service Requests and SLM
• User Administration: Creation of user, roles, assignment groups.
• Reporting: Import or export of data.
• Development of Form Customization, Business Rule, Client Script.
• Understanding of ITIL Concepts.
• Creating Service Requests.
• Hands on experience with client scripts and business rules.
• Content Management: developing ESS page.
• Hands on with UI Actions / UI policy / Access Control Lists, etc.
• Overview of integration: LDAP integration and Overview of Web-services.
• Use of Record producers to create Incident and Problem.
• Update sets to move customization from Dev. to Production Instance.
• Workflow editor to design workflow of various modules and for triggering of various events.
• Writing various Server side scripts using Script Includes.
• Configured License Management module for necessary Compliance check.
• Used ACLs for controlling the security mechanism in Service Now.
• Domain Separation and designing the Process and data flow within various domains.
• Experience with Web technologies/AJAX.
• Developing Composite Service Requests within Service catalog Module.
• Configuring complex reports.

• ServiceNow development experience.
• Core Applications (Incident / Request / Change / Problem).
• Service Portal.
• Expert in JavaScript.
• System integration experience using web services and other web-based technologies such as XML, HTML, AJAX, CSS, HTTP, REST/SOAP.
• Experience with Business Rules, Script Includes, Client Scripts, UI Actions, Scheduled Jobs - all scripted aspects of the ServiceNow system.

• To independently resolve tickets and ensure that the agreed SLA of ticket volume and time are met for the team.
• To provide support for on call escalations or L3 level support and doing incident and problem management.
• Work on value adding activities such as Knowledge base update and management, Training freshers, coaching analysts, and conducting interviews or participation in hiring drives.
• To adhere to quality standards, regulatory requirements and company policies.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases.
• To participate or contribute on EN business in creation of proposals to drive Service improvement plans.