Job description

Job Title

ServiceNow ITSM Developer

Role / Job Summary

We are looking for a ServiceNow ITSM Developer with strong, hands-on expertise in designing, building, and supporting IT Service Management solutions. The role requires solid configuration and scripting skills across the ITSM suite, along with the ability to translate business processes into scalable ServiceNow workflows.

Key Responsibilities

Design, develop, and configure ServiceNow ITSM applications, including Incident, Problem, Change, Release, Request, and Knowledge Management.
Gather and analyze business requirements from IT operations and support teams, and translate them into technical design specifications and development tasks.
Build and enhance Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, ACLs, Flow Designer flows, and Notifications.
Configure and maintain the CMDB, including CI classes, relationships, and discovery/data reconciliation integration points.
Develop and maintain Service Catalog items, Record Producers, and Catalog Client Scripts to support request fulfilment.
Design and implement SLA definitions, escalation rules, and assignment/routing logic across ITSM processes.
Develop integrations with third-party applications such as monitoring tools, event management systems, and enterprise applications using REST APIs, SOAP, IntegrationHub, and MID Server.
Customize and enhance the Service Portal and Agent Workspace to improve end-user and agent experience.
Implement data imports, transform maps, and ITSM-specific data models.
Collaborate with business analysts, architects, and cross-functional teams to understand design dependencies and ensure smooth solution delivery.
Support testing lifecycle activities, including SIT, UAT, defect fixing, production deployment, and post-go-live support.
Perform platform upgrades, enhancements, troubleshooting, and optimization to improve system performance and reliability.

Must-Have Skills

5–8 years of experience in ServiceNow development, with strong expertise in IT Service Management (ITSM).
Strong experience across the following ServiceNow ITSM modules:
- Incident Management
- Problem Management
- Change Management
- Release Management
- Request Management
- Knowledge Management
- CMDB & Discovery
- Service Catalog
Strong proficiency in JavaScript, Glide APIs, GlideRecord, GlideAjax, Script Includes, Business Rules, and Client Scripts.
Hands-on experience with Flow Designer, IntegrationHub, and Service Portal / Agent Workspace configuration.
Good understanding of ITIL processes and ITSM workflows, including SLA management, escalation, and change/release governance.
Education: Undergraduate degree and above.

Good-to-Have Skills

Exposure to Now Assist or other generative AI capabilities within ITSM workflows.
Experience with Performance Analytics and reporting on ITSM operational metrics.
Familiarity with Event Management, Orchestration, or Service Mapping.
Prior experience working in a managed services or client-facing delivery environment.

Experience Required

5–8 Years

Any Other Important Notes

Client-facing role requiring clear communication of technical design choices to both business and technical stakeholders.
Involves participation in SIT, UAT, and post-go-live support cycles, which may require flexibility around release windows.
Preferred certifications: CSA (Certified System Administrator), CAD (Certified Application Developer), CIS-ITSM (Certified Implementation Specialist – IT Service Management).
Location: as per project / practice staffing requirement.

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