Role Proficiency:

Independently develops error free code with high quality validation of applications guides other developers and assists Lead 1 – Software Engineering

Outcomes:

     Understand and provide input to the application/feature/component designs; developing the same in accordance with user stories/requirements.      Code debug test document and communicate product/component/features at development stages.      Select appropriate technical options for development such as reusing improving or reconfiguration of existing components.      Optimise efficiency cost and quality by identifying opportunities for automation/process improvements and agile delivery models      Mentor Developer 1 – Software Engineering and Developer 2 – Software Engineering to effectively perform in their roles      Identify the problem patterns and improve the technical design of the application/system      Proactively identify issues/defects/flaws in module/requirement implementation       Assists Lead 1 – Software Engineering on Technical design. Review activities and begin demonstrating Lead 1 capabilities in making technical decisions

Measures of Outcomes:

     Adherence to engineering process and standards (coding standards)      Adherence to schedule / timelines      Adhere to SLAs where applicable      Number of defects post delivery      Number of non-compliance issues      Reduction of reoccurrence of known defects      Quick turnaround of production bugs      Meet the defined productivity standards for project      Number of reusable components created   Completion of applicable technical/domain certifications Completion of all mandatory training requirements

Outputs Expected:

Code:

Develop code independently for the above

Configure:

Implement and monitor configuration process

Test:

Create and review unit test cases
scenarios and execution

Domain relevance:

Develop features and components with good understanding of the business problem being addressed for the client

Manage Project:

Manage module level activities

Manage Defects:

Perform defect RCA and mitigation

Estimate:

Estimate time
effort
resource dependence for one's own work and others' work
including modules

Document:

Create documentation for own work as well as perform peer review of documentation of others' work

Manage knowledge:

Consume and contribute to project related documents
share point
libraries and client universities

Status Reporting:

Report status of tasks assigned Comply with project related reporting standards/process

Release:

Execute release process

Design:

LLD for multiple components

Mentoring:

Mentor juniors on the team Set FAST goals and provide feedback to FAST goals of mentees

Skill Examples:

Explain and communicate the design / development to the customer Perform and evaluate test results against product specifications Develop user interfaces business software components and embedded software components 5 Manage and guarantee high levels of cohesion and quality6 Use data models Estimate effort and resources required for developing / debugging features / components Perform and evaluate test in the customer or target environment Team Player Good written and verbal communication abilities Proactively ask for help and offer help

Knowledge Examples:

     Appropriate software programs / modules      Technical designing      Programming languages      DBMS      Operating Systems and software platforms      Integrated development environment (IDE)      Agile methods Knowledge of customer domain and sub domain where problem is solved

Additional Comments:

Job Description: ServiceNow Assist Specialist Role Summary We are looking for ServiceNow Assist Specialists to support the customer’s enterprise ServiceNow platform by enabling AI-driven capabilities, conversational experiences, and workflow automation. The ideal candidate will leverage ServiceNow Assist to enhance end-user productivity, improve service desk efficiency, and deliver intelligent automation solutions. This role requires strong ServiceNow expertise, a solid understanding of ITSM/ITIL practices, and experience integrating AI/virtual agents within enterprise workflows. Key Responsibilities • Design, configure, and deploy ServiceNow Assist features to support ITSM, HR, and other business workflows. • Develop and optimize Virtual Agent conversations, intents, and knowledge bases to improve self-service adoption. • Partner with business stakeholders to identify automation opportunities and translate them into ServiceNow Assist use cases. • Configure Generative AI features within ServiceNow to enhance incident resolution, knowledge search, and request fulfillment. • Collaborate with ServiceNow developers and administrators to integrate Assist capabilities into existing workflows. • Monitor Assist performance, gather usage analytics, and continuously improve conversational models. • Provide training and enablement to support teams on leveraging Assist features effectively. • Ensure compliance with organizational security, governance, and data privacy policies. Required Skills & Experience • 3+ years of hands-on experience with ServiceNow platform administration and development. • Strong knowledge of ServiceNow ITSM processes (Incident, Problem, Change, Request). • Proven experience with Virtual Agent, NLU (Natural Language Understanding), and conversational AI on ServiceNow. • Understanding of ServiceNow Assist and its integration with GenAI capabilities (e.g., case summarization, knowledge recommendations). • Familiarity with JavaScript, JSON, and ServiceNow scripting. • Strong problem-solving, communication, and stakeholder management skills. Preferred Skills • ServiceNow Certified System Administrator (CSA) and ITSM certifications. • Experience with ServiceNow Generative AI Controller and Predictive Intelligence. • Background in ITIL v4 practices and enterprise IT operations. • Exposure to HRSD, CSM, or other ServiceNow workflows beyond ITSM. • Experience with AI/ML platforms or chatbots outside ServiceNow is a plus.