Project Role : Custom Software Engineer

Project Role Description : Develop custom software solutions to design, code, and enhance components across systems or applications. Use modern frameworks and agile practices to deliver scalable, high-performing solutions tailored to specific business needs.

Must have skills : ServiceNow IT Service Management

Good to have skills : NA

Minimum 3 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Summary:

The ServiceNow ITSM professional is responsible for designing, configuring, developing, and continuously improving IT Service Management processes and solutions on the ServiceNow platform. This role focuses on implementing and optimizing ITSM workflows such as Incident, Problem, Change, Request, Knowledge, Service Catalog, CMDB, SLAs, and Reporting, ensuring alignment with ITIL best practices, governance standards, and business requirements.

Roles & Responsibilities:

ITSM Process & Platform Delivery

Configure and maintain core ITSM modules:

Incident, Problem, Change Enablement
Request Fulfillment / Service Catalog
Knowledge Management
CMDB / CSDM alignment (where applicable)
SLAs, Notifications, Assignments, Approvals, ATFs

Translate business requirements into ServiceNow solutions:

User stories, acceptance criteria, process mapping, and solution design

Create/modify workflows using:

Flow Designer
Business Rules, Client Scripts, UI Policies, Script Includes

Implement forms, lists, UI actions, record producers, and catalog items

Governance, Quality & Standards

Ensure best practices and upgrade-safe customizations

Support governance activities:

CAB enablement in Change
Standard vs Normal vs Emergency change setup

Perform impact analysis, solution reviews, and configuration documentation

Manage update sets / application versions, and coordinate releases across DEV–TEST–PROD

Operations & Continuous Improvement

Provide L2/L3 support for ITSM issues, bug fixes, enhancements

Monitor performance and platform health:

Events, logs, slow transactions

Optimize processes using:

KPI dashboards, trend analysis, and continuous service improvement (CSI)

Integrations & Automation (optional)

Integrate with enterprise tools like

AD/Entra ID (Azure AD), Email, Monitoring tools, Asset tools

Work with REST/SOAP APIs, MID Server, import sets, transform maps

Professional & Technical Skills:

Strong understanding of ITSM processes ITIL aligned

Incident / Problem / Change / Request lifecycle

Knowledge of:

SLA definitions, priority matrices Impact Urgency
Assignment groups, escalation rules, approvals, notifications

Strong CMDB fundamentals:

CI classes, relationships, data quality, and lifecycle basics

ServiceNow Platform Skills

Hands-on experience with:

Tables, forms, views, list layouts
Security: roles, groups, ACL concepts
Reporting & dashboards

Scripting knowledge required

JavaScript basics, Glide API, Script Includes

Delivery & Communication

Requirement gathering and stakeholder management

Ability to write functional specs and solution documentation

Agile/Scrum Experience Is Preferred

Additional Information:

ITIL Foundation certification

ServiceNow CSA Certified System Administrator

ServiceNow CAD Certified Application Developer

ServiceNow implementation certifications:

ITSM Implementer ITSM CIS

Experience with:

Service Catalog design standards
CSDM awareness
Integrations via Integration Hub
ATF Automated Test Framework

, 15 years full time education