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[LTA-ITCD] PRINCIPAL / SENIOR ENGINEER, CITIZEN SYSTEMS (SERVICENOW)
ICT
Company shared salary
NA
Market rate
NA
Based on similar roles (title + domain + location).
Responsibilities
- ● Contribute to the development of EFMS and feedback resolution processes using AI
- ● Collaborate with stakeholders to gather business requirements, translate them into technical specifications, and implement solutions aligned with business needs
- ● Draft clear and actionable user stories, supporting effective communication between business and technical teams
- ● Design, configure, and customize ServiceNow modules to optimize customer feedback management such as Customer Service Management (CSM)
- ● Integrate ServiceNow with other internal (such as asset management system, etc) and external systems (such as oneservice, etc) using REST/SOAP APIs, middleware, and other integration tools
- ● Work with LTA vendor(s) to implement solution
Requirements
- ● Knowledge in IT, Computer Science, Engineering or a related field
- ● Design and implement custom application(s) and integrations using ServiceNow's platform capabilities, including Flow Designer, Workflow, and Orchestration
- ● Implementation of ServiceNow Now Assist capabilities
- ● Understanding of data modelling, flows, validation rules, and automation tools
- ● Experience in 3rd party API integrations
- ● Experience with data migration through other custom CRM
- ● Experience in workflows, Flow Designer, IntegrationHub, UI Builder, and scripting
- ● Worked on integrations of ServiceNow Monitoring Tools
- ● Knowledge of Agent workspace and Virtual agent
- ● Hands-on configuration experience in administration setup, e.g., managing org, users, profiles, roles, security controls, data & support processes configuration
- ● Experience in report & dashboard configuration
- ● ServiceNow certifications such CAD (Certified Application Developer) will be an added advantage
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