ServiceNow Platform & ITSM Developer

Company Description

Job Overview

Platform Operations and Delivery

• Ensure reliable ServiceNow Platform and ATF operations while minimizing business-impacting disruptions.
• Deliver releases, upgrades, enhancements, and technical improvements within agreed quality and timelines.
• Resolve complex platform issues, recurring incidents, and production problems through root-cause analysis and preventive actions.
• Plan and coordinate releases, upgrades, patching, cloning, instance migrations, and production deployments.
• Establish development, testing, deployment, and operational standards aligned with ServiceNow best practices.

Development and ITSM Initiatives

• Provide technical leadership for ServiceNow development, configuration, integrations, and platform enhancements.
• Drive technical activities related to ITSM.D transition and transformation initiatives.
• Design and review solutions using Business Rules, Script Includes, Client Scripts, Flow Designer, Service Catalog, Integration Hub, APIs, and other ServiceNow capabilities.
• Identify opportunities for platform optimization, technical debt reduction, automation, and continuous improvement.

CMDB, AI, and Automation

• Lead CMDB improvements covering data quality, CI relationships, integrations, governance, and platform dependencies.
• Evaluate and implement ServiceNow AI, Now Assist, and automation capabilities to improve productivity and reduce manual effort.
• Lead ATF and Redline support activities, including automated regression testing and release validation.

Collaboration and Leadership

• Mentor developers and operations engineers and provide technical guidance for complex requirements and issues.
• Collaborate with platform owners, architects, process owners, infrastructure teams, security teams, and other stakeholders.

Qualifications and Experience

• A BE, B.Tech, or equivalent qualification is required.
• The role requires 8 or more years of hands-on experience in ServiceNow development, administration, and platform operations.

Mandatory Skills

• Strong expertise in ServiceNow Platform architecture and ITSM modules.
• Advanced ServiceNow development skills with JavaScript, Glide APIs, Business Rules, Script Includes, Client Scripts, ACLs, Flow Designer, and Service Catalog.
• Strong experience with releases, upgrades, cloning, patching, update sets, application repositories, and deployment management.
• Experience with ATF, automated regression testing, release validation, and production support.
• Strong troubleshooting and root-cause analysis capabilities for complex platform and integration issues.
• Good understanding of CMDB, CSDM, CI relationships, data quality, Discovery, and integration concepts.

Preferred Skills

• Experience with REST/SOAP APIs, IntegrationHub, MID Server, and enterprise integrations.
• Knowledge or hands-on exposure to ServiceNow AI, Now Assist, Virtual Agent, and automation capabilities.
• Ability to translate business requirements into scalable and maintainable technical solutions.
• Technical leadership, stakeholder management, communication, decision-making, mentoring, and best-practice skills.