Job Description

Roles & Responsibilities :

Perform daily maintenance, administration, and troubleshooting on the ServiceNow platform.

Focus on implementing CSM Modules, configuring Agent workspace and Integrating APIs with third party systems.
Monitor and ensure system stability and performance.
Configure and maintain workflows, business rules, UI policies, and UI actions.
Customize ServiceNow forms and fields based on business needs.
Provide support and resolution for issues related to ServiceNow.
Collaborate with stakeholders to improve ITIL processes within ServiceNow.
Manage ServiceNow upgrades, patches, and hotfixes.
Ensure that customizations are compatible with new platform versions.
Conduct testing and validation of upgrades before deployment.
Integrate ServiceNow with other tools and systems (e.g., Active Directory, monitoring tools).
Implement automation processes using workflows, Flow Designer, and Orchestration.
Generate and maintain dashboards and reports for key stakeholders.
Provide technical support and training to users of the ServiceNow platform.
Create and update user documentation and knowledge base articles.

Qualifications

Educational qualification:

Bachelor's degree in Computer Science, Information Technology, or related field.

Experience :

Mandatory/requires Skills :

Experience with ServiceNow Flow Designer, Integration Hub, Scripted REST APIs.
Experience with CSM Modules implementation
Strong experience with sync processes, reconciliation logic, async processing
Solid understanding of automation governance (auditability, logging, traceability)
AI agent enablement mindset (task orchestration, confidence scoring, human-in-the-loop design)
Experience with ServiceNow integrations (REST/SOAP) and web services.
Strong knowledge of JavaScript, HTML, CSS, and other web technologies.

Preferred Skills :

2-4 years experience in ServiceNow CSM development, configuring Agent workspace and Integrating APIs with third party systems.