Key Responsibilities
Design, configure, and develop solutions in ServiceNow for ITSM processes (Incident, Problem, Change, Request, Knowledge, CMDB).
Implement and manage end-to-end integrations between ServiceNow and external systems using REST, SOAP, MID Server, IntegrationHub, APIs, and other connectors.
Customize ServiceNow applications (forms, workflows, business rules, client scripts, UI policies, notifications).
Develop and maintain Service Catalog items and Service Portal components.
Ensure data integrity within CMDB and integrated systems.
Collaborate with business analysts, process owners, and stakeholders to capture requirements and translate them into ServiceNow solutions.
Apply best practices for ServiceNow development, including coding standards, security, and performance optimization.
Participate in ServiceNow upgrades, regression testing, and patch management.
Troubleshoot technical issues, perform root cause analysis, and resolve incidents related to ServiceNow and integrations.
Document technical solutions, designs, and processes for ongoing support.
Required Skills & Experience
4–6+ years of hands-on ServiceNow development experience.
Strong expertise in ITSM modules (Incident, Problem, Change, Request, CMDB).
Proven experience in ServiceNow integrations using REST/SOAP APIs, IntegrationHub, MID Server, or other middleware.
Proficiency in ServiceNow scripting (JavaScript, Glide API, Business Rules, Client Scripts, UI Actions).
Experience with ServiceNow Flow Designer and workflow automation.
Good understanding of ITIL processes and best practices.
Familiarity with ServiceNow administration (ACLs, roles, users, groups).
Knowledge of version upgrades and performance tuning in ServiceNow.
Strong problem-solving and debugging skills.
Excellent communication and collaboration skills.
Preferred / Nice-to-Have
ServiceNow Certified System Administrator (CSA) or higher (CIS-ITSM, CIS-IntegrationHub).
Experience in CMDB Discovery and Service Mapping.
Exposure to other ServiceNow modules (HRSD, ITOM, SecOps, GRC) is a plus.
Experience working in Agile/Scrum environments.
Knowledge of cloud platforms (AWS, Azure) or integration with monitoring tools (e.g., Splunk, Dynatrace, SolarWinds).