Role & responsibilities:

1.Technical Leadership & Delivery Excellence

- Lead and mentor a team of 26 ServiceNow developers, ensuring adherence to coding standards, platform best practices, and documentation guidelines.
- Plan sprint activities, allocate work, monitor progress, and ensure timely, high-quality delivery.
- Conduct code reviews, design reviews, and technical walkthroughs to maintain solution quality and minimize production issues.
- Take ownership of technical deliverables while guiding team members toward successful project execution.

2. ServiceNow Platform Expertise (CSM & ITSM)

- Design, configure, and implement scalable ServiceNow solutions across Customer Service Management (CSM) and IT Service Management (ITSM) modules.
- Develop and customize Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, ACLs, Flow Designer, IntegrationHub, Service Catalog, Record Producers, Workflows, App Engine Studio, and Scoped Applications.
- Configure and customize CSM capabilities including:
- Customer Service Case Management
- Consumer Service Portal
- Agent Workspace / Configurable Workspace
- Case Assignment & Routing
- Major Issue Management
- Entitlements & SLAs
- Knowledge Management
- Omnichannel Customer Engagement

- Configure and enhance ITSM capabilities including:

- Incident Management
- Problem Management
- Change Enablement
- Request Management
- Service Catalog
- Knowledge Management
- CMDB integration and service mapping awareness

- Develop and maintain integrations using REST, SOAP, IntegrationHub, MID Server, and third-party applications.
- Ensure adherence to ServiceNow development standards, security best practices, and platform scalability.

3. Delivery Governance & Stakeholder Management

- Collaborate closely with Solution Architects, QA teams, Product Owners, Business Analysts,



and client stakeholders.
- Participate in solution design discussions, effort estimation, release planning, and risk mitigation.
- Support governance standards, compliance requirements, and deployment activities across DEV, QA, UAT, and Production environments.
- Balance project delivery responsibilities with governance initiatives, technical reviews, and organizational priorities.

4. Framework Adoption & Practice Enablement

- Gain deep understanding of inMorphis delivery frameworks and ensure adherence across projects.
- Contribute to internal accelerators, reusable components, and implementation assets for CSM and ITSM.
- Drive standardization through reusable solutions, coding templates, and best practices.

5. Technology Innovation & Solution Development

- Participate in R&D; initiatives, Proof of Concepts (PoCs), and evaluation of new ServiceNow capabilities.
- Explore platform innovations including AI, Virtual Agent, Now Assist, Process Automation, and Workspace enhancements.
- Support development of new solution offerings and service accelerators aligned with market trends.

6. Client Relationship Management & Business Growth

- Build trusted relationships with customers through proactive communication and delivery excellence.
- Represent inMorphis during solution demonstrations, technical workshops, and client discussions.
- Identify opportunities for enhancements, upselling, and cross-selling within existing engagements.




- Contribute to pre-sales activities including solution design, effort estimation, proposals, and technical presentations.

7. Project Governance & Resource Management

- Support project planning through effective resource allocation and technical ownership.
- Ensure delivery within project timelines, quality expectations, and financial objectives.
- Assist in project risk identification, mitigation planning, and continuous process improvement.

8. People Development, Learning & Culture

- Participate in hiring activities through technical interviews and candidate assessments.
- Mentor junior developers and support onboarding activities.
- Conduct internal knowledge-sharing sessions, technical workshops, and capability-building initiatives.
- Encourage continuous learning through ServiceNow certifications and emerging technology adoption.
- Foster an inclusive, collaborative, and high-performance culture aligned with inMorphis values.

Preferred candidate profile

- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 69 years of overall IT experience with 4+ years of hands-on ServiceNow development.
- Robust implementation experience in both Customer Service Management (CSM) and IT Service Management (ITSM) modules.
- Expertise in JavaScript, Glide APIs, Flow Designer, IntegrationHub, Service Portal, App Engine Studio, and Scoped Applications.
- Experience integrating ServiceNow with external systems using REST, SOAP, and MID Server.
- Strong understanding of CMDB, ServiceNow security model, ACLs, update sets, application lifecycle, and release management.
- Experience working in Agile/Scrum environments.
- Excellent analytical, communication, stakeholder management, and leadership skills.

📌 Associate Team Lead- ServiceNow Developer (CSM & ITSM) (Uttar Pradesh)
🏢 Inmorphis Services
📍 Uttar Pradesh