Job Description

Location: Bengaluru / Hyderabad
Experience: 8 + years
Employment Type: Full-Time

Key Responsibilities:

Advanced Incident & Problem Resolution

• Handle complex incidents escalated from Tier 2 engineers and Tier 1 teams.
• Perform deep technical troubleshooting involving scripts, workflows, integrations, and data issues.
• Identify root causes and implement permanent fixes.
• Participate in Major Incident (P1/P2) troubleshooting calls.
• Lead Root Cause Analysis (RCA) activities and prepare technical RCA documentation.
• Develop reusable fixes and automation to prevent recurring incidents.
• Execute Platform Clone and Upgrade activities.

Development & Enhancements

• Design and implement medium-complexity enhancements on the ServiceNow platform.
• Develop and modify:
  • Business Rules
  • Script Includes
  • Client Scripts
  • UI Policies
  • UI Actions
  • Flow Designer workflows
  • Service Catalog items
• Develop integrations using REST/SOAP APIs.
• Enhance existing modules while maintaining platform best practices.
• Ensure all development aligns with coding standards and governance policies.

Integration & Automation Support

• Troubleshoot complex integration failures and API issues.
• Configure and maintain integrations using:
  • REST APIs
  • SOAP APIs
  • MID Servers
• Support automation initiatives across ServiceNow modules.
• Optimize integration performance and reliability.

Platform Optimization & Performance

• Analyse performance issues related to scripts, workflows, and database operations.
• Optimize scripts and workflows to improve system performance.
• Review logs and identify inefficient processes.
• Implement performance improvements and technical enhancements.

Change & Release Support

• Support release planning and deployment activities.
• Review update sets and ensure proper migration across environments.
• Conduct code reviews for Tier 2 developers.
• Validate deployment outcomes and support post-release stabilization.

Mentoring & Technical Leadership

• Provide technical guidance to Tier 2 engineers and Tier 1 teams.
• Review code and configuration changes.
• Assist in troubleshooting complex technical problems.
• Support knowledge transfer and training sessions.

Documentation & Knowledge Management

• Maintain technical design documentation.
• Create reusable technical knowledge articles.
• Document configurations, scripts, and workflows.
• Maintain troubleshooting guides and known error documentation.

Required Skills:

Technical Skills

• Strong hands-on development experience on ServiceNow platform
• Deep expertise in:
  • JavaScript (ServiceNow scripting)
  • Business Rules
  • Script Includes
  • Client Scripts
  • UI Policies
  • UI Actions
  • Flow Designer / Workflows
  • Service Catalog development
• Experience with integrations:
  • REST APIs
  • SOAP APIs
  • MID Server configuration
• Experience with:
  • Data Imports
  • Transform Maps
  • Scheduled Jobs
  • Email notifications
• Understanding of ServiceNow data model and architecture
• Understanding of Platform Clone and Upgrades activities.

Platform Expertise

• Strong knowledge of ServiceNow platform architecture
• Experience supporting multi-instance environments
• Experience with update sets and release management
• Understanding of performance tuning best practices
• Familiarity with logging and debugging tools

Soft Skills

• Strong analytical and problem-solving skills
• Ability to manage critical production incidents
• Strong communication and stakeholder interaction skills
• Ability to mentor junior team members
• Strong documentation discipline

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) – Required
• ServiceNow Certified Application Developer (CAD) – Preferred
• ITIL Foundation Certification – Preferred

• Experience in enterprise-scale production environments

• Experience in one or more modules such as:
  • ITSM
  • ITOM
  • HRSD
  • CSM

Weekly Hours:

40

Time Type:

Regular

Location:

IND:AP:Hyderabad / Argus Bldg 4f & 5f, Sattva, Knowledge City- Adm: Argus Building, Sattva, Knowledge City, IND:KA:Bengaluru / Innovator Building, Itpb, Whitefield Rd - Adm: Intl Tech Park, Innovator Bldg

It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.