Role Proficiency:

Act creatively to develop applications and select appropriate technical options optimizing application development maintenance and performance by employing design patterns and reusing proven solutions account for others' developmental activities

Outcomes:

     Interpret the application/feature/component design to develop the same in accordance with specifications.      Code debug test document and communicate product/component/feature development stages.      Validate results with user representatives; integrates and commissions the overall solution      Select appropriate technical options for development such as reusing improving or reconfiguration of existing components or creating own solutions      Optimises efficiency cost and quality.      Influence and improve customer satisfaction Set FAST goals for self/team; provide feedback to FAST goals of team members

Measures of Outcomes:

     Adherence to engineering process and standards (coding standards)      Adherence to project schedule / timelines      Number of technical issues uncovered during the execution of the project      Number of defects in the code      Number of defects post delivery      Number of non compliance issues On time completion of mandatory compliance trainings

Outputs Expected:

Code:

Code as per design Follow coding standards
templates and checklists Review code – for team and peers

Documentation:

Create/review templates
checklists
guidelines
standards for design/process/development Create/review deliverable documents. Design documentation
r and requirements
test cases/results

Configure:

Define and govern configuration management plan Ensure compliance from the team

Test:

Review and create unit test cases
scenarios and execution Review test plan created by testing team Provide clarifications to the testing team

Domain relevance:

Advise Software Developers on design and development of features and components with a deep understanding of the business problem being addressed for the client. Learn more about the customer domain identifying opportunities to provide valuable addition to customers Complete relevant domain certifications

Manage Project:

Manage delivery of modules and/or manage user stories

Manage Defects:

Perform defect RCA and mitigation Identify defect trends and take proactive measures to improve quality

Estimate:

Create and provide input for effort estimation for projects

Manage knowledge:

Consume and contribute to project related documents
share point
libraries and client universities Review the reusable documents created by the team

Release:

Execute and monitor release process

Design:

Contribute to creation of design (HLD
LLD
SAD)/architecture for Applications/Features/Business Components/Data Models

Interface with Customer:

Clarify requirements and provide guidance to development team Present design options to customers Conduct product demos

Manage Team:

Set FAST goals and provide feedback Understand aspirations of team members and provide guidance
opportunities
etc Ensure team is engaged in project

Certifications:

Take relevant domain/technology certification

Skill Examples:

     Explain and communicate the design / development to the customer      Perform and evaluate test results against product specifications      Break down complex problems into logical components      Develop user interfaces business software components      Use data models      Estimate time and effort required for developing / debugging features / components      Perform and evaluate test in the customer or target environment      Make quick decisions on technical/project related challenges      Manage a Team mentor and handle people related issues in team   Maintain high motivation levels and positive dynamics in the team.   Interface with other teams designers and other parallel practices   Set goals for self and team. Provide feedback to team members   Create and articulate impactful technical presentations   Follow high level of business etiquette in emails and other business communication   Drive conference calls with customers addressing customer questions    Proactively ask for and offer help   Ability to work under pressure determine dependencies risks facilitate planning; handling multiple tasks.   Build confidence with customers by meeting the deliverables on time with quality.   Estimate time and effort resources required for developing / debugging features / components   Make on appropriate utilization of Software / Hardware’s.   Strong analytical and problem-solving abilities

Knowledge Examples:

     Appropriate software programs / modules      Functional and technical designing      Programming languages – proficient in multiple skill clusters      DBMS      Operating Systems and software platforms      Software Development Life Cycle      Agile – Scrum or Kanban Methods      Integrated development environment (IDE)      Rapid application development (RAD)   Modelling technology and languages   Interface definition languages (IDL) Knowledge of customer domain and deep understanding of sub domain where problem is solved

Additional Comments:

Job Title: ServiceNow Developer (CSM) Location: Offshore, with working hours in US/EST or CST (Supporting LATAM & ANZ Time Zones) Job Summary: We are seeking a ServiceNow Developer with deep expertise in Customer Service Management (CSM) to support the execution of our product backlog, system enhancements, and operational excellence initiatives. The ideal candidate will have strong ServiceNow development experience, support incident management (L2-L4), and contribute to system reliability improvements. This role requires working across global time zones, including LATAM and ANZ, and fluency in English. Bilingual proficiency in Spanish and/or Portuguese is preferred. ________________________________________ Key Responsibilities: Development & Enhancements • Develop, configure, and maintain ServiceNow CSM applications based on business requirements. • Implement minor and major system enhancements, ensuring performance, scalability, and security. • Ensure the reliability and continuous improvement of the CSM module and related applications. • Collaborate with business and technical teams to execute product backlog items efficiently. Operational Support & Incident Management • Support service requests and handle escalated L2-L4 incidents as required. • Conduct weekly touch base calls and participate in periodic service reviews to ensure system health. • Generate a monthly Solution Hub metrics dashboard to track application performance and reliability. • Provide expertise in troubleshooting, debugging, and resolving ServiceNow-related issues. Collaboration & Communication • Engage with cross-functional teams to ensure seamless ServiceNow operations. • Work closely with architects and administrators to optimize ServiceNow solutions. • Support periodic and urgent requests, including participation in conference calls across LATAM and ANZ time zones. ________________________________________ Required Qualifications: Technical Skills & Experience • 5-7 years of experience in ServiceNow development, with a strong focus on CSM (Customer Service Management). • Proficiency in ServiceNow development, including: o Business Rules, Client Scripts, Script Includes, UI Actions, and Workflows o Flow Designer and Integration Hub for process automation o REST and SOAP API integrations o ServiceNow Performance Analytics and Reporting • Experience with ServiceNow administration, including instance upgrades, security, and performance tuning. • Understanding of ITIL principles and best practices. • Experience working with Agile/Scrum methodologies. Soft Skills & Work Environment • Fluent in English (Required); Spanish and/or Portuguese proficiency is preferred. • Ability to work across LATAM and ANZ time zones, with core hours in US/EST or CST. • Strong problem-solving skills, with a proactive approach to troubleshooting and optimization. • Excellent communication and stakeholder engagement skills. • Self-motivated with the ability to manage multiple priorities effectively. ________________________________________ Preferred Certifications: • ServiceNow Certified System Administrator (CSA) • ServiceNow Certified Implementation Specialist – CSM • ServiceNow Certified Application Developer (CAD) • ITIL v4 Certification (Preferred)