ServiceNow Developer ITSM

ServiceNow Developer - ITSM

Experience: 4-6 Years

Position Summary

We are seeking a ServiceNow Developer with 4-6 years of hands-on experience in Information Technology Service Management (ITSM) implementation and platform development. The role will design configure develop integrate test deploy and support enterprise ServiceNow solutions across core ITSM processes. The developer will translate user stories and functional requirements into secure scalable maintainable and upgrade-aware solutions while contributing to automation and ServiceNow Generative Artificial Intelligence (GenAI) capabilities.

Work Youll Do

Design configure develop test deploy and support ServiceNow ITSM solutions across the implementation lifecycle.

Participate in discovery workshops user-story grooming solution design estimation sprint planning demonstrations testing release activities and production support.

Convert functional requirements into technical designs configurations scripts integrations data mappings and deployment artifacts.

Identify requirement gaps technical dependencies security considerations and upgrade risks before solution build.

Collaborate with process owners business analysts architects administrators testers service-desk teams and integration teams.

Key Responsibilities

Configure and enhance Incident Management Problem Management Change Enablement Request Management Service Catalog Knowledge Management Service Level Management (SLM) and Major Incident Management.

Develop platform components using JavaScript Glide Application Programming Interfaces (APIs) Business Rules Script Includes Client Scripts User Interface (UI) Policies UI Actions UI Pages UI Macros Flow Designer Studio and scoped applications.

Configure Service Catalog items record producers catalog client scripts variable sets approvals fulfilment flows and notifications.

Build integrations using Representational State Transfer (REST) Simple Object Access Protocol (SOAP) Integration Hub MID Server web services file transfers import sets transform maps JavaScript Object Notation (JSON) and Extensible Markup Language (XML).

Configure roles groups and Access Control Lists (ACLs) in accordance with least-privilege and segregation-of-duties principles.

Use Update Sets Application Repository source control or approved release mechanisms to deploy solutions across development test user-acceptance and production environments.

Create reports dashboards and Key Performance Indicators (KPIs) for service operations request fulfilment change performance service levels backlog and user experience.

Perform unit testing peer review system integration testing defect resolution deployment validation troubleshooting and post-production stabilization.

Create and maintain technical designs configuration workbooks integration specifications test evidence release notes deployment instructions and support documentation.

ServiceNow GenAI and Intelligent Automation Capabilities

Configure extend or support Now Assist for ITSM and ServiceNow Artificial Intelligence (AI) capabilities where available in the deployed release and licensed environment.

Implement or support GenAI use cases such as incident and interaction summarization chat summarization resolution-note generation knowledge-article generation contextual response recommendations and enhanced employee self-service.

Work with Virtual Agent AI Search Predictive Intelligence Natural Language Understanding (NLU) AI agents and agentic workflows to improve incident triage fulfilment resolution and change-planning activities.

Apply responsible AI practices including data readiness knowledge quality access control privacy output validation human oversight monitoring and governance.

Assess AI use cases for business value feasibility licensing dependencies implementation risk and measurable service-management outcomes before deployment.

Required Qualifications

4-6 years of hands-on ServiceNow development and implementation experience in medium to large enterprise environments.

Strong implementation experience in core ITSM processes including Incident Problem Change Request Service Catalog Knowledge and Service Level Management.

Advanced ServiceNow development skills covering JavaScript Glide APIs Business Rules Script Includes Client Scripts UI Policies UI Actions Flow Designer UI Builder Service Portal and scoped applications.

Experience with REST SOAP Integration Hub MID Server import sets transform maps data sources update sets and integration troubleshooting.

Working knowledge of Configuration Management Database (CMDB) Configuration Items (CIs) relationships data quality and Common Service Data Model (CSDM) concepts relevant to ITSM.

Experience with Agile delivery application development lifecycle user-story elaboration estimation testing User Acceptance Testing (UAT) release management and production support.

Familiarity with Now Assist for ITSM Virtual Agent AI Search Predictive Intelligence GenAI AI agents or agentic workflow concepts.

Strong analytical troubleshooting documentation communication and stakeholder-management skills.

Bachelors degree in Software Engineering Computer Science Information Systems Information Technology or a related discipline or equivalent practical experience.

Preferred Qualifications

ServiceNow Certified System Administrator (CSA).

ServiceNow Certified Application Developer (CAD).

ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM) or the current equivalent certification applicable to the deployed offering.

Hands-on experience with Now Assist for ITSM AI agents agentic workflows Virtual Agent AI Search Predictive Intelligence or Natural Language Understanding.

Experience in one adjacent ServiceNow capability such as IT Operations Management (ITOM) IT Asset Management (ITAM) Hardware Asset Management (HAM) Software Asset Management (SAM) Strategic Portfolio Management (SPM) DevOps Service Portal or custom applications.

Exposure to Automated Test Framework (ATF) Performance Analytics Discovery Service Mapping Workspace configuration or platform upgrades.

Key Technical Skills Experience and Knowledge

Essential Competencies

Hands-on developer who can independently own assigned stories from clarification through deployment and stabilization.

Ability to balance configuration-first principles with justified scripting and customization.

Structured problem solving code quality secure development peer review and proactive risk management.

Clear communication with technical and non-technical stakeholders and disciplined documentation.

Commitment to continuous learning across ServiceNow releases ITSM practices automation and AI-enabled capabilities.

Role Logistics

Location: Pune only

Work Model: Hybrid / as per business requirements

Shift Timings: As per project and business requirements. Any rotational or night-shift requirement must be communicated during the hiring process.

Required Experience:

IC