Administrator - L3

City: Hyderabad

State/Province: Telangana

Posting Start Date: 10/30/25

Job Description:

ServiceNow Developer

JD-ServiceNow

Technical Skills needed-ServiceNow (ITSM OR HRSD OR CSM OR FSM OR PORTAL,CMDB,VIRTUAL AGENT,ITAM,ITOM,ITBM,CMDB etc. With strong Scripting and integrations)

Platform mandatory for all modules (Scripting and integration)

Developer, Lead, Architect

HRSD-

• HR Case and Knowledge Management
• Employee Document Management
• Lifecycle Events
• Employee Service Center
• HR Integrations (e.g., Workday, SAP)
• HR Workflows and Approvals

CSM

• Case Management
• Account and Contact Management
• Customer Service Portal
• Playbooks for CSM
• CSM Workflows
• Entitlements and SLAs
• Advanced Work Assignment (AWA)
• CSM Configurable Workspace
• CSM Agent Workspace

ITOM

• Discovery
• Service Mapping
• Event Management
• Operational Intelligence
• Cloud Management
• CMDB Integration
• Certificate Management
• Tag Governance
• Health Log Analytics

Service Portal (Portal)

• Widget Development
• Custom Widgets
• AngularJS in ServiceNow
• ServiceNow Catalog UI Policies
• ServiceNow Catalog Client Scripts
• ServiceNow Portal Themes
• ServiceNow Portal Branding
• ServiceNow Portal Pages and Menus

Do

• Ensure timely response of all the tickets raised by the client end user
• Service requests solutioning by maintaining quality parameters
• Act as a custodian of client's network/ server/ system/ storage/ platform/ infrastructure and other equipment's to keep track of each of their proper functioning and upkeep
• Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
• Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
• Provide an acceptance and immediate resolution to the high priority tickets/ service
• Installing and configuring software/ hardware requirements based on service requests
• 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
• Provide application/ user access as per client requirements and requests to ensure timely solutioning
• Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
• Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
• Coordinate with on-site team for complex problem resolution and ensure timely client servicing
• Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

Deliver
No Performance Parameter Measure 1. 100% adherence to SLA/ timelines
Multiple cases of red time
Zero customer escalation
Client appreciation emails

Client-provided location(s): Hyderabad, India

Job ID: Wipro-96648

Employment Type: OTHER

Posted: 2025-11-25T18:43:29