Principal Service Engineer
Hyderabad · Director
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Job description
ob Description – ServiceNow Architect / Senior Developer
ITSM + Employee Center Pro + SOW + HRSD + ITAM
Experience: 10–16 Years
Location: Hyderabad / Bengaluru / Pune / Chennai / Remote
Employment Type: Full-Time
Role Summary
We are seeking an experienced ServiceNow Architect / Senior Developer with strong expertise in ITSM, Employee Center Pro, Service Operations Workspace (SOW), HRSD, and ITAM to lead enterprise-scale ServiceNow implementations and digital workflow transformation initiatives.
The ideal candidate will have extensive hands-on experience in architecture, solution design, development, integrations, and platform governance across multiple ServiceNow modules. The role requires strong technical leadership, stakeholder engagement, and the ability to build scalable, user-friendly, and future-ready ServiceNow solutions aligned with enterprise standards and business objectives.
Key Responsibilities
ServiceNow Architecture & Solution Design
- Lead end-to-end architecture, design, and development of ServiceNow solutions across ITSM, HRSD, Employee Center Pro, SOW, and ITAM.
- Define scalable platform architecture, development standards, governance models, and best practices.
- Collaborate with business stakeholders, enterprise architects, and delivery teams to translate business requirements into technical solutions.
- Design secure, scalable, and reusable ServiceNow components and enterprise workflows.
- Review technical designs, code quality, platform performance, and implementation strategy.
ITSM Implementation & Enhancements
- Architect and implement ServiceNow ITSM modules including:
- Incident Management
- Problem Management
- Change Management
- Request Management
- Knowledge Management
- Service Catalog
- Design automation workflows using Flow Designer and IntegrationHub.
- Improve operational efficiency through ITIL-aligned service management processes.
- Configure SLAs, approvals, notifications, catalog items, and workflow orchestration.
Employee Center Pro (ECP)
- Design and develop enterprise employee self-service solutions using Employee Center Pro.
- Build personalized employee experiences with:
- UI Builder
- Widgets
- Knowledge integrations
- Content targeting
- Employee journeys
- Integrate HR, IT, Facilities, and enterprise services into Employee Center.
- Drive employee experience transformation initiatives through conversational and unified portals.
Service Operations Workspace (SOW)
- Design and customize Service Operations Workspace (SOW) solutions for operational teams.
- Configure workspaces, dashboards, contextual side panels, and agent experiences.
- Improve service desk productivity and operational visibility.
- Build advanced visualizations and real-time operational insights.
HRSD (HR Service Delivery)
- Implement and enhance HRSD solutions including:
- HR Case Management
- Employee Lifecycle Events
- HR Knowledge Management
- HR Catalogs and Workflows
- Develop employee onboarding/offboarding workflows and HR process automation.
- Support confidential and secure HR case handling using platform best practices.
- Integrate HRSD capabilities into Employee Center Pro.
ITAM (IT Asset Management)
- Lead ITAM implementations including:
- Hardware Asset Management (HAM)
- Software Asset Management (SAM)
- Asset Lifecycle Management
- License compliance
- Software normalization and reconciliation
- Configure procurement, inventory, stockroom, and asset workflows.
- Ensure alignment between CMDB, asset inventory, and procurement systems.
- Support compliance, audit readiness, and operational governance initiatives.
Development & Integrations
- Develop and customize ServiceNow applications using:
- JavaScript
- Glide API
- Script Includes
- Business Rules
- Client Scripts
- Flow Designer
- IntegrationHub
- UI Builder
- Build integrations using:
- REST APIs
- SOAP APIs
- MID Server
- JDBC
- Third-party enterprise integrations
- Support workflow automation and enterprise orchestration initiatives.
Leadership & Governance
- Provide technical leadership and mentoring to developers and administrators.
- Conduct code reviews and enforce development standards and governance.
- Participate in architecture discussions, roadmap planning, and platform optimization initiatives.
- Support platform upgrades, release management, and performance tuning.
- Collaborate with QA, DevOps, and support teams during deployments and release cycles.
Required Skills & Experience
- 10–16 years of overall IT experience with strong ServiceNow implementation and development expertise.
- Hands-on experience in:
- ITSM
- Employee Center Pro (ECP)
- Service Operations Workspace (SOW)
- HRSD
- ITAM (HAM/SAM)
- Strong expertise in:
- JavaScript
- Glide API
- Flow Designer
- IntegrationHub
- Service Portal / UI Builder
- Experience with enterprise integrations using REST/SOAP APIs.
- Strong understanding of ServiceNow data model, CMDB, and platform architecture.
- Experience leading enterprise-scale implementations and transformations.
- Strong stakeholder engagement, communication, and leadership skills.
- Good understanding of Agile/Scrum methodologies and ITIL processes.
Preferred Skills
- Exposure to CMDB and CSDM framework.
- Experience with AI Search, Virtual Agent, or GenAI capabilities in ServiceNow.
- Experience with Performance Analytics and reporting.
- Exposure to Security Operations or Governance workflows is an added advantage.
- Experience working in global delivery and enterprise support models.
Preferred Certifications
- ServiceNow Certified System Administrator (CSA)
- Certified Application Developer (CAD)
- CIS – ITSM
- CIS – HRSD
- CIS – HAM / SAM
- ServiceNow CTA / CMA preferred for Architect roles
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