Service NOW Engineer

When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect around the world. We’re a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together—lifting up our communities and striving to make an impact to move the world forward. If you’re fueled by purpose, and powered by persistence, explore a career with us. Here, you’ll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.

What you'll be doing…

Junior Developer with an good knowledge of Service NOW application development. You will be expected to develop and deliver solutions for business projects, work with Technical Leads & architects to align deliverables to application & system architecture and deliver individually and/or with the help of a team. You need to have passion to learn and educate fellow associates/subordinates and guide them to follow best practices.

• Developing solutions for new agent-facing experiences and features using Agent Workspace, Service Portal, Workflows, Business rules, Scripted REST APIs, Integration Hub, Transform Maps, Data Sources, Virtual Agent and other components and service channels in Service Now.

• Engaging with Architects to deliver according to low level designs.

• Designing and developing workflows, sub-flows, business rules to orchestrate the various service assurance flows

• Participating in releases and deployment towards the various MVPs that are identified

• Monitoring operational metrics and taking actions to keep availability & reliability within the SLAs.

• Optimizing flows & components for maximum performance and efficiency.

• Understanding the VBG service delivery eco-system and identify how to migrate all applicable capability into Service Now efficiently

• Identifying chronic production issues, pain points of customers by evaluating feedback and monitoring the NPS to maintain it above the required threshold

• Working with Quality Assurance, UAT & Production Support teams to support releases, troubleshoot progression/regression issues, integration & E2E testing and implement deliverables as per the targeted timelines.

• Continuously ramp up on domain knowledge in eCommerce, Sales, Service Assurance & Management, Billing, Reporting, etc and familiarize yourself not only with the VBG eco-system but other areas of Verizon business as well

• Working with infrastructure teams to implement DevOps capabilities that help streamline the CICD process.

• Leveraging innovative technologies to build proof-of-concepts that hep build customer experiences, reduce pain points in the current experience, provide delight factor to customers.

Where you’ll be working…

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

What we're looking for…

You'll need to have:

• Bachelor’s degree or one or more years of relevant work experience.

• Experience with Service Now especially on modules of ITSM and CSM, CSM Workspace, Service Portal, Workflows, Data sources, Transform maps, Scripted REST APIs, Business rules, Integration hub

• Excellent database skills, proficient in backends like Oracle, with strong working knowledge of SQL, PL-SQL.

• Knowledge and experience with DevOps and automation.

Even better if you have one or more of the following:

• A Master's degree.

• Experience with Service Now Cognitive capabilities and use of AIML

• Experience with Service Now business intelligence and reporting features like Performance Analytics and Dashboarding

• Certifications in DevOps, Agile.

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.

Where you’ll be working

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

Scheduled Weekly Hours

40

Diversity and Inclusion

We’re proud to be an equal opportunity employer. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.