Self Jobs in India

Roles & Responsibilities:

• Provide day-to-day administrative support for the ServiceNow platform, including Employee Center Pro/Service Portal, Knowledge Management (KM), and Virtual Agent.
• Fulfill service requests promptly, ensuring accurate solutions that meet user needs.
• Respond to and resolve incidents related to self-service automation, minimizing downtime and disruption.
• Perform routine maintenance tasks such as patching, platform upgrades, and system health monitoring.
• Assist in developing and maintaining knowledge articles within Knowledge Management to enhance user self-help capabilities.
• Support customization and configuration of ServiceNow features (forms, fields, workflows, notifications).
• Fix platform issues and collaborate with senior developers or platform owners for advanced resolutions.
• Assist with setup, configuration, and management of Virtual Agent for automated workflows.
• Monitor platform performance and usage, recommend improvements to optimize efficiency.
• Ensure compliance with role-based access control (RBAC) and security protocols.
• Collaborate with end users to gather feedback and implement adjustments for self-service automation experience.
• Provide support for UI workspace and mobile app usage, troubleshooting minor issues.
• Create and maintain documentation for platform changes, updates, and administrative processes.
• Stay current with ServiceNow releases, best practices, and technologies to continuously improve the platform.

Basic Qualifications:

• Master's degree with 1 - 3 years of experience in Computer Science, IT, or related field OR
• Bachelor's degree with 3 - 5 years of experience in Computer Science, IT, or related field OR
• Diploma with 7 - 9 years of experience in Computer Science, IT, or related field

Must-Have Skills:

• ServiceNow Administration: Experience configuring and maintaining Employee Center Pro, Service Portal, self-service modules, user roles, access control, and portal pages.
• Automation & Workflow Configuration: Proficiency with Flow Designer or similar tools to create workflows for self-service enhancement.
• Knowledge Management Setup: Knowledge of creating, categorizing, maintaining knowledge articles, and managing permissions.
• Virtual Agent & Mobile App Configuration: Experience configuring and managing Virtual Agent, Now Assist generative AI, and mobile applications.

Good-to-Have Skills:

• Service Portal Customization: Basic HTML, CSS, and JavaScript skills for minor portal customizations.
• Performance Analytics Reporting: Understanding of creating reports and dashboards to monitor performance and user satisfaction.
• Scripting Fundamentals: Exposure to JavaScript and Glide scripting for platform troubleshooting and minor customization.
• Mobile & Virtual Agent Best Practices: Awareness of best practices to optimize chatbot and mobile app responsiveness and engagement.

Professional Certifications (Preferred):

• ServiceNow Certified System Administrator
• ServiceNow Certified Application Developer
• ServiceNow Certified Implementation Specialist (CIS) micro-certifications in Service Portal, Performance Analytics, or Virtual Agent

Soft Skills:

• Excellent analytical and troubleshooting capabilities
• Strong verbal and written communication skills
• Ability to work effectively with global, virtual teams
• High initiative and self-motivation
• Strong multi-tasking and prioritization skills
• Team-oriented with a focus on collaboration and goal achievement
• Strong presentation and public speaking skills

Skills Required
Knowledge Management