Project Name: N/A – The resource is for the Contact Centre Platform Support and sustainment. Scope: The contact center program is initiated to bring consistent service to 80+ contact centers located within different ministries. These contact centers are serving Albertans, and a significant number of other departments, boards, and agencies. Reporting to the Contact Centre Service Owner, the resource will participate in development and maintenance needs identified within the contact center program. This includes ServiceNow capabilities, ServiceNow integration with CX-One and associated tools.
Responsibilities
- Design, develop, test and implement the contact centre solution features in ServiceNow. Troubleshoot and resolve issues in the contact centre solution in ServiceNow and the integrations. A ServiceNow Developer applies a broad knowledge of various technical areas to foresee and rectify problems.
- Liaises with business units and program areas to ensure solutions meet current and strategic ministry needs and requirements.
- Provide ServiceNow functional and technical expertise.
- Configure and customize ServiceNow modules to meet requirements ensuring the integrity and sustainability of system configuration.
- Execute internal testing (unit testing) and support UAT activities.
- Provide overall Technical Solution Quality Assurance (QA).
- Support warranty activities as required.
- Support transition to operations (handoff) to support teams.
- Provides and maintains technical documentation of design and changes.
- Certified ServiceNow Application Developer (CAD) and/or Certified System Administrator (CSA).
- Participates in agile delivery meetings.
- Able to quickly understand application functionalities and process.
- Handle and fix production defects efficiently.
- Provide tracking and reporting of time and status on all work as required.
- Identify and coordinate release schedules.
- Ensure planned releases remain on schedule and on track.