About this role
What you get to do in this role:
As a Sr. Software Engineer in the ETG Product Operations and Innovation Sustaining Engineering (POISE) team what you get to do in this role
As part of the ETG Product Ops team, proactively work on resolving L2/L3 support issues for all the ETG Products (Technology Workflows, AIX, DevX). Ensure all the Incidents and requests are tracked and addressed in a timely manner with a sense of urgency or if need to be escalated to appropriate ETG Engineering or Product teamsTrack Key performance metrics using ETG and DT Ops dashboard (SLAs for response time, resolution time, customer satisfaction) and ensure all the SLA metrics are metEnsure smooth communication with other teams in DT or ServiceNow on Product support needs and goalsWork closely with Engineering teams to gain understanding on the new feature releases for ETG Products prior to the Production release, so Operations Support team can handle issues from day 1 of feature releaseGather and share customer feedback or recurring support issues with Product teams for potential feature improvementsProvide insights and analytics on metrics, recurring issues, and prioritization of new features. Drive continuous improvement in operational efficiency and effectiveness. To be successful in this role you have:
6-10 years of total experience in software or platform development Exp. including 4+ years working hands-on with ServiceNow (CSA, CAD certifications required)Expertise in writing JavaScript and ServiceNow scripting and problem-solving skillsExpertise in ITSM and strong experience in at least one another ServiceNow Product area (ITOM, ITAM, SAM, HAM)Experience working in Virtual Agent, AI Search, Conversational Interfaces preferredExperience working or knowledge of Generative AI, LLMs (Claude or Open AI), MCP preferredAbility to work in a fast-paced and dynamic environment with a sense of urgency towards resolving issues and growth mindset and interest to learn and upskillExperience with monitoring tools, dashboards, and analyticsDemonstrated aptitude for learning new technologies quicklyStrong interpersonal skills, customer centric attitude, ability to deal with cultural diversityStrong communication skills (both written and verbal)Knowledge of industry best practices in product support and operations.
FD21
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Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
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