Sr. Software Engineer (ITSM Developer)

Job Description

Roles & Responsibilities :
Perform daily maintenance, administration, and troubleshooting on the ServiceNow platform.

• Manage user access, roles, and permissions.

• 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.

• Develop and manage Service Catalog items, including designing workflows.

• Provide support and resolution for issues related to ServiceNow.

• Manage incident, problem, and change requests in the platform.

• 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.

• Monitor KPIs and SLAs through performance analytics.

• 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 :

• Strong understanding of the ServiceNow platform, including core ITSM modules (Incident, Problem, Change, Request, Knowledge).

• Experience with ServiceNow administration, including managing roles, workflows, business rules, and form layouts.

• Proficiency in JavaScript and Glide scripting within ServiceNow.

• Excellent communication skills to work with cross-functional teams and translate business requirements into technical solutions.

Mandatory/requires Skills :

• Excellent communication skills to work with cross-functional teams and translate business requirements into technical solutions.

• Strong understanding of the ServiceNow platform, including core ITSM modules (Incident, Problem, Change, Request, Knowledge).

Preferred Skills :

• Proficiency in JavaScript and Glide scripting within ServiceNow.

• Experience with ServiceNow administration, including managing roles, workflows, business rules, and form layouts.

Additional Information

5-8 years of overall IT experience and 2-4 years in administering and configuring ServiceNow. Experience in IT service management, automation, and workflow creation. Experience with integrations using REST/SOAP APIs is an advantage.