Assistant Manager – ServiceNow Developer (ITSM and HRSD )- Deloitte Support Services India Private Limited
Responsibilities:
· Evaluate, recommend, and implement solutions to address customer issues, following defined best practices for configuration, troubleshooting, and resolution.
· Serve as the primary technical contact to troubleshoot and resolve customer-reported issues on ServiceNow platform.
· Ensure successful delivery of support outcomes within defined SLAs and customer satisfaction metrics.
· Engage with product teams and customers throughout the lifecycle of issue resolution, from initial diagnosis and root cause analysis to implementation of solutions and post-resolution support.
· Collaborate with internal teams to establish and refine technical best practices and operational standards for support delivery.
· Ensure proactive and transparent communication with customers, stakeholders, and internal teams during issue resolution.
· Deliver high-quality technical solutions that are complete, consistent, timely, and aligned with customer expectations.
· Collaborate with stakeholders to assess and configure workflows and platform settings to resolve complex technical and business requirements.
· Produce deliverables such as detailed incident analysis, troubleshooting documentation, root cause analysis reports, and solution guides.
· Provide advanced technical troubleshooting for code-related issues or platform defects impacting customers.
· Offer guidance and mentorship to junior support team members, fostering knowledge sharing and skill development.
Qualifications:
· 6+ years of hands-on experience with the ServiceNow modules like ITSM,HRSD etc
· Strong technical skills in ServiceNow scripting languages (e.g. GlideRecord, GlideSystem)
· Proficiency in diagnosing, troubleshooting, and resolving complex issues, including environment-specific problems.
· Ability to identify root causes and recommend proactive solutions to prevent recurrence.
· Strong understanding of Agile/Scrum methodologies to prioritize and address customer tickets effectively.
· Experience in engaging directly with customers to understand and address their business needs through technical solutions.
· A track record of achieving high customer satisfaction scores through effective communication, empathy, and technical depth.
· Strong technical writing skills to produce clear, detailed incident reports, solution documentation, and customer-facing updates.
· Excellent communication skills for collaborating with internal teams and providing clear, professional updates to customers.
Certifications:
ServiceNow certifications in CSA is must and CIS ITSM/HRSD are strongly preferred.
Location: Pune
Work hours: 11AM to 8PM IST.