Responsibilities

Daily Responsibilities

- Monitor incidents, service requests, and queues
- Prioritize tickets based on business impact (not just SLA)
- Resolve or route issues to appropriate teams
- Handle escalations and user complaints
- Manage user access requests (add/modify/remove roles)
- Perform basic troubleshooting (workflows, integrations, scripts)
- Monitor system health, performance alerts, and job failures
- Ensure data correctness in active tickets (categorization, assignment groups)
- Communicate status updates to stakeholders

Weekly Responsibilities

- Participate in CAB (Change Advisory Board) meetings
- Review upcoming changes for risk and dependencies
- Track SLA performance and identify bottlenecks
- Clean up stale incidents, tasks, and backlog
- Audit access permissions for sensitive roles
- Monitor integration health (APIs, data syncs)
- Review error logs and fix recurring issues
- Coordinate with Dev/Infra teams on ongoing issues
- Validate proper use of workflows and forms

Monthly Responsibilities

Ensures governance, compliance, and platform health

- Perform data quality audits (duplicates, incorrect records)
- Generate and review platform performance reports
- Conduct access reviews for compliance
- Evaluate system usage and adoption metrics
- Optimize workflows and configurations
- Review and update knowledge base articles
- Identify and eliminate technical debt
- Validate backup, recovery,



and system configurations
- Review licensing usage and optimization

Quarterly Responsibilities

Strategic alignment with business and technology goals

- Conduct platform health assessment
- Review and align ServiceNow roadmap with business priorities
- Evaluate current features/releases from ServiceNow
- Assess automation opportunities (where beneficial, not risky)
- Conduct stakeholder feedback sessions
- Review audit readiness and compliance posture
- Plan performance tuning and scaling improvements

Yearly Responsibilities

Focused on long-term sustainability and risk control

- Support internal/external audits (SOX, compliance reviews)
- Define and refine governance frameworks
- Lead platform upgrade planning and execution
- Capacity planning (licenses, performance, scaling)
- Evaluate overall ServiceNow ROI and optimization areas
- Define standards, policies, and best practices updates
- Conduct disaster recovery tests and validation
- Benchmark platform maturity against industry standards

Preferred Requirements

- ServiceNow CSA
- Any additional ServiceNow certifications will be a plus

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 ServiceNow Platform Developer (Chennai)
🏢 NCR Voyix
📍 Chennai