Systems Software Principal Engineer
Grade level: P4
Job title: Systems Software Principal Engineer
High level JD:
Overall minimum experience - 10+ years
6+ years of experience in Service now
Proficient in ITSM, ITOM, SAM Pro, ITBM, HRSD
Knowledge on Security operations, Governance, Risk & Compliance preferred
Liaising skills - work with business for prioritization of enhancements/ project items, break down into technical tasks and triage it to core development team
Accountable for the following project deliverables – dates, management reporting
Accountable for SLAs pertaining to support ticket metrics
Mentor the team and guide them on technical solutions
Understand other enterprise upstream/ downstream systems within the company to enable integrations, automation use cases etc.
Recommends the nature and scope of present and future products by reviewing product backlogs, specifications and requirements; appraising new product ideas and/or product changes
Basic qualification:
Bachelor's degree with at least 10 years of relevant experience.
Experience of managing IT projects with personal accountability for delivering to time and cost for large, complex projects typically up to 12 to 18 months in duration.
Hands on experience in project planning, schedule development, scope management and cost management)
Track record of customer focus, based on openness, trust, and delivering on promises
Experience with packaged and tailored systems and infrastructure, with expertise in ITSM, ITBM, HRSD and ITOM.
Management skills to manage one or more large, complex projects simultaneously
IT background with experience across the systems development life cycle with experience in all project phases – plan, initiate, elaborate, design, build, test, implement.
Strong team working skills across matrixed client, supplier and geographically dispersed virtual teams
Strong communication and interpersonal skills (includes negotiation)
Excellent written and verbal communication skills – must be able to communicate fluently in English both verbally and in writing
4-6 years of ServiceNow product knowledge
Highly proficient presentation skills including use of PowerPoint
Able to exhibit a progression of increasingly complex job responsibilities during the period.
Preferred Experience:
Other relevant experience in CI/ CD framework (application development, deployment/implementation and infrastructure)
Agile/ SCRUM certified
Work experience in a CX services industry, preferred
ITIL Service Manager certification or equivalent work experience
Who We Are:
TTEC is a pioneer in customer experience, engagement and growth solutions. Our 40,000+ employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels. We utilize a holistic approach, applying solutions from our four customer experience segments—Consulting, Technology, Care and Growth—to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.
Employment Requirements: TTEC requires all employees hired in the India to successfully pass a background check including employment credentials, education, permanent and current address verification and if applicable, immigration and work permit documentation as a condition of employment. Depending on location and client program, a drug test may also be required as a condition of employment. TTEC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. You will be asked to share with TTEC as well as its representatives, all such personal information that it may require to conduct such background verification and also agree to TTEC and its representatives collecting and storing such personal information and transferring the same, whether in India or abroad.
: India-Telangana-Hyderabad
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