Lead Engineer -2 - Service Now automation

Key Skills

Data Catalog, Effective communication skills, IT, JavaScript, Leadership Skill, Machine learning techniques

Job Description

Key Responsibilities:

Design & Develop ServiceNow Virtual Agent & Chat Solutions:

• Architect, develop and maintain Virtual Agent conversations for enhanced user interactions and streamlined service delivery.
• Customize and integrate ServiceNow Chat solutions for real-time user support and automation of routine tasks.

Service Catalog Development:

• Develop and maintain custom Service Catalog items, workflows, and integrations.
• Collaborate with stakeholders to design intuitive Catalog offerings that improve user experience and increase automation.

Predictive Intelligence & Machine Learning:

• Implement ServiceNow Predictive Intelligence models for incident classification, routing, and recommendations.
• Continuously optimize and enhance the predictive models to meet business needs and improve automation accuracy.

Automation & Integration:

• Design and implement automation solutions to streamline IT and business processes using Flow Designer, Integration Hub, and other ServiceNow tools.
• Integrate ServiceNow with third-party systems to enable seamless data exchange and process automation.

ServiceNow Platform Expertise:

• Stay up to date with the latest ServiceNow features, releases, and best practices.
• Provide technical leadership, mentoring, and knowledge transfer to junior developers and other teams.

Troubleshooting & Support:

• Debug and resolve issues in Virtual Agent, Chat, Service Catalog, and predictive models.
• Provide ongoing support for automation solutions, ensuring performance, scalability, and security.

Qualifications

Required Skills & Qualifications:

• 7+ years of hands-on experience with ServiceNow platform, including:
• ServiceNow Virtual Agent (VA) development.
• ServiceNow Chat and related automation.
• ServiceNow Service Catalog development, customization, and workflow automation.
• Predictive Intelligence implementation and machine learning model development.
• Strong expertise in JavaScript, Flow Designer, Business Rules, Client Scripts, and UI Policies.
• Proven experience with REST/SOAP APIs for integrating third-party systems with ServiceNow.
• In-depth understanding of ITSM, ITOM, and related ServiceNow modules.
• Ability to translate business requirements into technical solutions that align with best practices.
• Excellent troubleshooting skills and a commitment to delivering high-quality solutions.
• Strong communication skills to effectively interact with stakeholders at all levels.

What can you expect from us:

• Competitive compensation package.
• A flexible work environment that promotes a healthy balance between personal and professional life.
• A dynamic and inclusive culture.
• A supportive team that will foster your professional growth and development.
• Opportunity to work on relevant and impactful projects for the business.
• Opportunity to give back to the community with our volunteer programs

At PepsiCo, we are committed to providing equal development opportunities for all candidates for employment without exception of race, religion, sex, sexual orientation, marital status, age, nationality, origin, or type of disability. We respect and value diversity as a workforce and innovation for the organization.