Developing and configuring new features for the Enterprise Case Management (“ECM”) system in ServiceNow
I. Provide development resources to assist product owners and provide development and configuration of the ECM (ServiceNow) Platform; key activities:
a. Develop designs of assigned user stories or components based on the business requirements and current ECM Platform designs.
b. For assigned user stories, configure modules in the ECM Platform or build code as needed.
c. Conduct technical quality reviews and unit testing of the developed user stories.
o Demonstrate the developed user stories or functionality as requested.
II. Assist in user acceptance testing (“UAT”) as requested.
III. Support resolutions for defects identified in platform configurations of ServiceNow Core, modules or integrations; key activities:
a. Support mitigation activities for identified critical (“P0”) to low priority (“P4”) UAT defects and P0 and P1 platform production defects
o If applicable, attempt to replicate the P0 and P1 defect in the Comcast QA environment.
Integrating applications into ECM; the below ECM ServiceNow modules are in scope for this program:
- Case management.
- Integrations.
- Service portal.
- Service catalog.
- Agent chat.
- Advanced work assignment.
- Interaction management.
- Agent workspace.
- Service level management.
- Reporting and analytics.
