Senior Software Engineer

Infinite Computer Solutions

Hyderabad

On-site

INR 1,200,000 - 1,800,000

Full time

14 days+

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Job summary

Infinite Computer Solutions in Hyderabad seeks an experienced ServiceNow Admin/Developer to develop dashboards, reports, and operational analytics for Imaging Application operations. This role emphasizes ITIL-based service operations, incident and SLA analytics, and governance reporting.

You will collaborate with support teams and leadership to provide accurate data, trends, and performance insights, designing dashboards for Incident, Problem, Change, and Knowledge Management while automating

Qualifications

6+ years IT experience and hands-on ServiceNow administration.
Experience building dashboards, reports, scorecards, and analytics in ServiceNow.
Strong ITIL/ITSM process knowledge and governance reporting.
Expertise across Incident, Problem, Change, Request, Knowledge, and SLA Management.
Proficient in incident prioritization models (P1–P4) and SLA calculations.
Ability to design dashboards and perform deep data analysis for operations.

Responsibilities

Design, develop, and maintain ServiceNow dashboards and reports for support operations.
Create live and static dashboards to monitor KPIs, trends, and performance.
Build dashboards for Incident, Problem, Change, Request, Knowledge, and SLA Management.
Monitor and report on incidents by priority, volume, aging, and SLA adherence.
Develop operational and executive dashboards for governance meetings and leadership reporting.
Perform advanced queries and data analysis in ServiceNow.
Track backlog, MTTR, aging, and service performance metrics.
Identify recurring issues and opportunities for service improvement.
Collaborate with support teams to gather reporting requirements and deliver insights.
Validate data quality, reporting logic, and SLA calculations; automate recurring reports.
Document dashboard configurations and data sources; support ad-hoc requests.

Skills

ServiceNow Administrator

ServiceNow Dashboards

ServiceNow Reports

ITIL Service Operations

ITSM processes

Incident Management

Problem Management

Change Management

Request Management

Knowledge Management

SLA Management

Major Incident Management

P1/P2/P3/P4 prioritization

Advanced ServiceNow queries

Data analysis

Stakeholder management

Communication

Education

Tools

Power BI

SQL

Excel

Job description

Role Title: ServiceNow Admin/ServiceNow Developer

Summary: We are seeking an experienced ServiceNow Admin to support Imaging Application operations through the development and management of ServiceNow dashboards, reports, and operational analytics. The candidate will be responsible for creating live and static dashboards, generating actionable insights, and supporting ITIL-based service operations. This role requires strong expertise in ServiceNow reporting, incident and SLA analytics, priority-based support metrics, and operational governance reporting.

The ideal candidate will work closely with application support teams, service managers, and leadership stakeholders to provide accurate data, trends, and performance insights.

Key Responsibilities

Design, develop, and maintain ServiceNow dashboards and reports for support operations.
Create live and static dashboards to monitor operational KPIs, service trends, and support performance.
Build and maintain dashboards for: Incident Management, Problem Management, Change Management, Request Management, Knowledge Management, Service Level Management, Major Incident Management
Monitor and report on P1, P2, P3, and P4 incidents, including volume, aging, escalations, SLA adherence, and resolution trends.
Develop operational and executive dashboards for support reviews, governance meetings, and leadership reporting.
Perform advanced querying and data analysis within ServiceNow to generate accurate operational insights.
Track key service metrics such as backlog, MTTR, SLA compliance, ticket aging, assignment group performance, change success rates, and support trends.
Analyze support data to identify recurring issues, operational risks, bottlenecks, and opportunities for service improvement.
Collaborate with application support, service desk, and leadership teams to gather reporting requirements and deliver actionable insights.
Validate data quality, reporting logic, filters, assignment groups, priorities, and SLA calculations to ensure reporting accuracy.
Automate recurring reports and improve dashboard efficiency where possible.
Document dashboard configurations, data sources, reporting logic, and operational procedures.
Support ad-hoc reporting requests and service performance analysis activities.

Must-Have Skills

6+ years of overall IT experience.
Strong hands-on experience as a ServiceNow Administrator.
Experience building ServiceNow dashboards, reports, scorecards, and operational analytics solutions.
Strong understanding of ITIL Service Operations and ITSM processes.
Expertise in: Incident Management, Problem Management, Change Management, Request Management, Knowledge Management, SLA Management, Major Incident Management
Strong understanding of incident prioritization models (P1, P2, P3, and P4).
Experience developing dashboards and reports for support operations and managed services environments.
Ability to create advanced ServiceNow queries and perform deep data analysis.
Experience monitoring and reporting on SLAs, MTTR, backlog, aging, service performance, and operational KPIs.
Strong analytical and problem-solving skills with the ability to translate data into actionable recommendations.
Excellent communication and stakeholder management skills.

Good-to-Have Skills

ServiceNow Performance Analytics experience.
Experience with Power BI, SQL, Excel reporting, or other data visualization tools.
Experience in Healthcare IT / Clinical Imaging environments.
Experience supporting Application Maintenance (AM), Production Support, NOC, or Managed Services teams.
Experience in creating executive-level dashboards and service review reports.

Desired Certifications