Subject Matter Expert (Tools&Automation;)

Experience: Not Available to Not Available years

Location: Nagpur, India

Skills: English Fluency, Agile Leadership, ServiceNow Development, ServiceNow ITSM Automation, ServiceNow Workflow Automation, Flow Designer, ServiceNow UI Development, ServiceNow Integration Hub, ServiceNow Spokes, ServiceNow Scripting API, Scripted REST API, Glide API, Scheduled Jobs, Automated Testing Framework (ATF), CMDB Discovery, Service Graph Connectors, Table API Discovery, Asset Management, Bulk Uploading of Assets, Transform Map, Remediation of Duplicates, Identification and Reconciliation Rule

Job Summary
To ensure on-time resolution of escalations/incidents through effective analysis as per the SLA and quality norms and ensure positive customer satisfaction.

Key Responsibilities
1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
5.



To validate analyses (eg. Root Cause Analysis, Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

Skill Requirements
1. English Fluency & Agile Leadership
The candidate must:
Understand English well enough to comprehend, document, and act upon complex written and verbal communications.
Have Agile leadership experience or comparable experience with mentoring others and structuring tasks for execution by junior teammates.
2. ServiceNow Development Experience
ServiceNow ITSM Automation Interacting with ITSM entities within a flow (INCs, RITMs, Tasks, etc.) Auto-remediation of Incidents. Self-service forms that initiate workflows.
ServiceNow Workflow Automation Creating flows with Flow Designer Supporting flows with Flow Designer Calling APIs or Scripting API as part of a Flow Initiating a Flow from a Catalog Item or Form.
ServiceNow UI Development Creating a
Other Requirements
1. Development
ServiceNow Integration Hub ServiceNow Spokes ServiceNow Scripting API ServiceNow Scripting Includes Scripted REST API Glide API Scheduled Jobs (backend scripting)
2. Testing
Automated Testing Framework (ATF)
3. Data (Asset Discovery & Storage)
CMDB Discovery Service Graph Connectors Table API Discovery Asset Management Bulk Uploading of Assets (using a template) Transform Map Remediation of Duplicates Identification and Reconciliation Rule

📌 Subject Matter Expert (Tools&Automation) (Nagpur)
🏢 HCL Technologies
📍 Nagpur