ServiceNow Platform Expert

Position: ServiceNow Platform Expert

Location: Bangalore

Experience: 10-16 Years (6-8 Years in ServiceNow)

Reporting To: Head of ServiceNow, KDSI

Role Overview

We are seeking a highly experienced ServiceNow Platform Expert to lead the architecture, design, and implementation of enterprise-scale ServiceNow solutions. This role will be responsible for driving platform strategy, governance, automation, and technical excellence while ensuring alignment with CSDM v5, ITIL best practices, and ServiceNow Zurich release capabilities.

The ideal candidate will collaborate with business stakeholders, product owners, architects, SMEs, and agile delivery teams to build a scalable, secure, and future-ready ServiceNow ecosystem spanning ITSM, ITOM, ITAM, HRSD, SPM, IRM, CMDB, automation, governance, and enterprise planning domains.

Key Responsibilities

• Lead the design, implementation, and enhancement of ServiceNow modules including CMDB, ITSM, ITOM, Service Catalog, SPM, IRM, Enterprise Architecture, Workflow Data Fabric, Integration Hub, and Now Assist.
• Architect and implement enterprise automation solutions using Flow Designer, Integration Hub, RPA Hub, Virtual Agent, APIs, and AI-driven workflows.
• Design and govern CMDB and CSDM structures, including CI classes, service mapping, reconciliation processes, relationship models, and data quality controls.
• Develop and manage integrations with cloud platforms, enterprise applications, monitoring tools, security solutions, and third-party systems using REST APIs, SOAP services, MID Servers, and event-driven architectures.
• Define and maintain platform security through robust RBAC models, ACLs, scoped applications, credential management, and governance controls.
• Translate business requirements into scalable and sustainable platform solutions aligned with enterprise architecture standards.
• Provide technical leadership across agile teams and ensure successful delivery of complex ServiceNow initiatives.
• Mentor developers, administrators, and technical teams on ServiceNow architecture and best practices.

Required Skills & Experience

• 10-16 years of overall IT experience with 6-8 years of hands-on ServiceNow expertise.
• Proven experience delivering at least two end-to-end ServiceNow implementations across multiple product suites.
• Strong expertise in ServiceNow Zurich release capabilities.
• Deep experience with:
• CMDB Architecture
• CSDM
• Integration Hub
• Workflow Data Fabric
• Flow Designer
• Enterprise Architecture
• Strong understanding of ITIL processes and service lifecycle management.
• Hands-on experience with enterprise-scale workflow automation and platform governance.
• Experience working within Agile, Scrum, and SAFe delivery frameworks.

Certifications

Mandatory

• Certified ServiceNow System Administrator (CSA)
• Certified ServiceNow Application Developer (CAD)

Preferred

• Certified Technical Architect (CTA)

Professional Attributes

• Excellent communication and stakeholder management skills.
• Ability to influence architectural decisions and drive alignment across cross-functional teams.
• Experience working with senior business and technology leaders in global environments.
• Strong mentoring and coaching capabilities with a focus on team development and technical excellence.
• Proven ability to lead complex enterprise transformation initiatives and deliver scalable technology