Senior ServiceNow Developer (Product Ops)

Job Summary

Located in Hyderabad with flexible work options, this role within ServiceNow’s ETG Product Operations team presents an exciting leadership opportunity. The successful candidate will manage and lead L2 and L3 support for ETG products, including Technology Workflows, AIX, and DevX. This position demands ownership of incident and request resolution, ensuring timely responses and appropriate escalations. You will work closely with engineering teams, monitor key performance metrics, and drive continuous improvement initiatives to boost operational efficiency and enhance customer satisfaction.

Key Responsibilities

As a Technical Leader, you will oversee the L2 and L3 Operations teams, ensuring effective resolution of support issues across all ETG products. You will monitor and enforce adherence to SLAs related to response times, resolution times, and customer satisfaction by utilizing ETG and DT Ops dashboards.

Regular communication with ETG leadership is essential, providing updates on performance metrics, SLA compliance, and operational insights. Collaboration with ETG Engineering teams will keep you informed about upcoming product features and releases, enabling you to train operations teams accordingly.

You will analyze recurring support issues and customer feedback to identify opportunities for product improvements in partnership with product teams. Facilitating smooth communication between DT, ServiceNow teams, and other stakeholders regarding product support requirements and objectives will be a key part of your role.

Additionally, you will lead strategic initiatives aimed at refining operational processes and reinforcing customer trust through continuous improvement efforts.

Required Qualifications

Candidates should have over 7 years of experience working with the ServiceNow platform, with CSA and CAD certifications preferred. Strong expertise in JavaScript and ServiceNow scripting is essential, along with excellent problem-solving skills.

Proven experience in leveraging AI technologies to enhance workflows, decision-making, or problem-solving—including the use of AI-powered tools and automation—is required. The ability to thrive in a fast-paced, dynamic environment with a strong sense of urgency and a growth mindset is critical.

Experience with monitoring tools, dashboards, and analytics to track operational performance is necessary. Excellent interpersonal and communication skills, both written and verbal, are required to work effectively across diverse cultures. Knowledge of industry best practices in product support and operations is also important.

Preferred Qualifications and Benefits

Experience with Virtual Agent, AI Search, and Conversational Interfaces is highly desirable. Familiarity with AI/ML applications and automation within product operations will be considered a strong advantage.

A demonstrated aptitude for quickly learning new technologies is beneficial. ServiceNow supports flexible work personas, offering remote and office-based options tailored to the nature of the work.

The company is an equal opportunity employer committed to diversity and inclusion, providing accommodations to candidates as needed. Employment may be subject to export control regulations, requiring necessary government approvals.

Joining ServiceNow means becoming part of a global leader dedicated to transforming how organizations work through innovative, AI-enhanced cloud technology. This role offers the chance to contribute to a purpose-driven company that empowers over 8,100 customers worldwide, including 85% of the Fortune 500®.