ServiceNow Developer - ITSM
Pune · Senior
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Job description
ServiceNow Developer - ITSM
Experience: 4-6 Years
Position | ServiceNow Developer - ITSM | Experience | 4-6 Years |
Location | Pune | Work Model | Hybrid / As per business requirements |
Position Summary
We are seeking a ServiceNow Developer with 4-6 years of hands-on experience in Information Technology Service Management (ITSM) implementation and platform development. The role will design, configure, develop, integrate, test, deploy, and support enterprise ServiceNow solutions across core ITSM processes. The developer will translate user stories and functional requirements into secure, scalable, maintainable, and upgrade-aware solutions while contributing to automation and ServiceNow Generative Artificial Intelligence (GenAI) capabilities.
Work You'll Do
Design, configure, develop, test, deploy, and support ServiceNow ITSM solutions across the implementation lifecycle.
Participate in discovery workshops, user-story grooming, solution design, estimation, sprint planning, demonstrations, testing, release activities, and production support.
Convert functional requirements into technical designs, configurations, scripts, integrations, data mappings, and deployment artifacts.
Identify requirement gaps, technical dependencies, security considerations, and upgrade risks before solution build.
Collaborate with process owners, business analysts, architects, administrators, testers, service-desk teams, and integration teams.
Key Responsibilities
Configure and enhance Incident Management, Problem Management, Change Enablement, Request Management, Service Catalog, Knowledge Management, Service Level Management (SLM), and Major Incident Management.
Develop platform components using JavaScript, Glide Application Programming Interfaces (APIs), Business Rules, Script Includes, Client Scripts, User Interface (UI) Policies, UI Actions, UI Pages, UI Macros, Flow Designer, Studio, and scoped applications.
Configure Service Catalog items, record producers, catalog client scripts, variable sets, approvals, fulfilment flows, and notifications.
Build integrations using Representational State Transfer (REST), Simple Object Access Protocol (SOAP), Integration Hub, MID Server, web services, file transfers, import sets, transform maps, JavaScript Object Notation (JSON), and Extensible Markup Language (XML).
Configure roles, groups, and Access Control Lists (ACLs) in accordance with least-privilege and segregation-of-duties principles.
Use Update Sets, Application Repository, source control, or approved release mechanisms to deploy solutions across development, test, user-acceptance, and production environments.
Create reports, dashboards, and Key Performance Indicators (KPIs) for service operations, request fulfilment, change performance, service levels, backlog, and user experience.
Perform unit testing, peer review, system integration testing, defect resolution, deployment validation, troubleshooting, and post-production stabilization.
Create and maintain technical designs, configuration workbooks, integration specifications, test evidence, release notes, deployment instructions, and support documentation.
ServiceNow GenAI and Intelligent Automation Capabilities
Configure, extend, or support Now Assist for ITSM and ServiceNow Artificial Intelligence (AI) capabilities, where available in the deployed release and licensed environment.
Implement or support GenAI use cases such as incident and interaction summarization, chat summarization, resolution-note generation, knowledge-article generation, contextual response recommendations, and enhanced employee self-service.
Work with Virtual Agent, AI Search, Predictive Intelligence, Natural Language Understanding (NLU), AI agents, and agentic workflows to improve incident triage, fulfilment, resolution, and change-planning activities.
Apply responsible AI practices, including data readiness, knowledge quality, access control, privacy, output validation, human oversight, monitoring, and governance.
Assess AI use cases for business value, feasibility, licensing dependencies, implementation risk, and measurable service-management outcomes before deployment.
Required Qualifications
4-6 years of hands-on ServiceNow development and implementation experience in medium to large enterprise environments.
Strong implementation experience in core ITSM processes, including Incident, Problem, Change, Request, Service Catalog, Knowledge, and Service Level Management.
Advanced ServiceNow development skills covering JavaScript, Glide APIs, Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions, Flow Designer, UI Builder, Service Portal, and scoped applications.
Experience with REST, SOAP, Integration Hub, MID Server, import sets, transform maps, data sources, update sets, and integration troubleshooting.
Working knowledge of Configuration Management Database (CMDB), Configuration Items (CIs), relationships, data quality, and Common Service Data Model (CSDM) concepts relevant to ITSM.
Experience with Agile delivery, application development lifecycle, user-story elaboration, estimation, testing, User Acceptance Testing (UAT), release management, and production support.
Familiarity with Now Assist for ITSM, Virtual Agent, AI Search, Predictive Intelligence, GenAI, AI agents, or agentic workflow concepts.
Strong analytical, troubleshooting, documentation, communication, and stakeholder-management skills.
Bachelor's degree in Software Engineering, Computer Science, Information Systems, Information Technology, or a related discipline, or equivalent practical experience.
Preferred Qualifications
ServiceNow Certified System Administrator (CSA).
ServiceNow Certified Application Developer (CAD).
ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM), or the current equivalent certification applicable to the deployed offering.
Hands-on experience with Now Assist for ITSM, AI agents, agentic workflows, Virtual Agent, AI Search, Predictive Intelligence, or Natural Language Understanding.
Experience in one adjacent ServiceNow capability such as IT Operations Management (ITOM), IT Asset Management (ITAM), Hardware Asset Management (HAM), Software Asset Management (SAM), Strategic Portfolio Management (SPM), DevOps, Service Portal, or custom applications.
Exposure to Automated Test Framework (ATF), Performance Analytics, Discovery, Service Mapping, Workspace configuration, or platform upgrades.
Key Technical Skills, Experience and Knowledge
Capability Area | Expected Proficiency |
ITSM Processes | Incident, Problem, Change, Request, Service Catalog, Knowledge, Major Incident, Service Level Management |
Platform Development | JavaScript, Glide APIs, Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions, Flow Designer, Studio |
Experience and Portal | UI Builder, configurable workspaces, Service Portal, Virtual Agent |
CMDB and Data | CMDB, CSDM, CIs, relationships, import sets, transform maps, data quality |
Integrations | REST, SOAP, Integration Hub, MID Server, JSON, XML, web services, file-based integrations |
GenAI and AI | Now Assist for ITSM, GenAI, AI agents, agentic workflows, AI Search, Predictive Intelligence, NLU, human oversight |
Delivery | Agile, estimation, SDLC, testing, UAT, release management, deployment, documentation, production support |
Essential Competencies
Hands-on developer who can independently own assigned stories from clarification through deployment and stabilization.
Ability to balance configuration-first principles with justified scripting and customization.
Structured problem solving, code quality, secure development, peer review, and proactive risk management.
Clear communication with technical and non-technical stakeholders and disciplined documentation.
Commitment to continuous learning across ServiceNow releases, ITSM practices, automation, and AI-enabled capabilities.
Role Logistics
Location: Pune only
Work Model: Hybrid / as per business requirements
Shift Timings: As per project and business requirements. Any rotational or night-shift requirement must be communicated during the hiring process.
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