Role & responsibilities

ServiceNow ITSM Implementation Engineers to support the HOS onboarding initiative. The engineers will configure and implement ITSM processes and modules on the ServiceNow platform, working closely with process consultants, senior developers, and business stakeholders. This role is a strong fit for engineers with hands-on ITSM configuration experience who are looking to deliver enterprise-grade solutions in a global environment.

Key Responsibilities

- Configure and implement ServiceNow ITSM modules Incident, Problem, Change, Request, Knowledge, Service Catalog, and CMDB — as per HOS onboarding requirements.
- Translate functional requirements into ServiceNow configurations, workflows, and low-code / no-code solutions.
- Build catalog items, record producers, workflows, and Flow Designer flows to automate service delivery.
- Configure Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, and Notifications using Glide APIs and JavaScript.
- Design and maintain SLAs, OLAs, assignment rules, approval flows, and notification templates.
- Support CMDB population and health — CI classes, relationships, identification and reconciliation rules, and integrations with Discovery / import sources.
- Develop and consume integrations using REST/SOAP web services, IntegrationHub, and import sets / transform maps.
- Build Service Portal pages, widgets, and catalog experiences for end users.
- Perform unit testing, participate in SIT / UAT, and support defect triage and resolution.
- Manage Update Sets, participate in release management, and support platform upgrade activities.
- Prepare technical documentation, configuration guides, and knowledge articles for the delivered solutions.
- Work in Agile / Scrum teams and collaborate with senior developers, architects, and process consultants.

Mandatory Skills and Experience

- 4 to 6 years of hands-on ServiceNow implementation experience, primarily in the ITSM suite.
- Strong configuration experience across Incident, Problem, Change, Request,



Knowledge, and Service Catalog modules.
- Working knowledge of CMDB — CI classes, relationships, and CMDB health / data quality.
- Proficiency in JavaScript, Glide APIs, Business Rules, Script Includes, Client Scripts, UI Policies, and UI Actions.
- Hands-on experience with Flow Designer and Workflow Editor.
- Experience building and configuring Service Portal pages and catalog items.
- Experience with REST/SOAP integrations, Import Sets, Transform Maps, and IntegrationHub.
- Understanding of ACLs, roles, groups, and data separation on ServiceNow.
- ServiceNow Certified System Administrator (CSA) certification is mandatory.
- Working knowledge of ITIL v4 concepts (Incident, Problem, Change, Service Request, Knowledge).
- Experience delivering in Agile / Scrum teams.

Preferred / Good-to-Have Skills

- ServiceNow Certified Implementation Specialist – ITSM (CIS-ITSM).
- ServiceNow Certified Application Developer (CAD).
- Exposure to ITOM (Discovery, Service Mapping, Event Management) or HRSD.
- Familiarity with ATF (Automated Test Framework).
- Experience with Performance Analytics, Reporting, and Dashboards.
- Experience with Virtual Agent, Predictive Intelligence, or Now Assist.

Soft Skills and Behavioural Competencies

- Good analytical, problem-solving, and troubleshooting skills.
- Clear verbal and written communication in English.
- Ability to work independently on assigned modules and deliver to committed timelines.
- Team player with a collaborative attitude and willingness to learn.
- Comfortable working with distributed, multi-cultural teams and stakeholders.

Education

- Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or a related discipline.

What We Offer

- Prospect to work on a large-scale ServiceNow ITSM program supporting the HOS onboarding initiative.
- Exposure to the full breadth of the ServiceNow platform and modern ITSM practices.
- Continuous learning, certifications, and career-growth opportunities.
- Competitive compensation, benefits, and a co

Preferred candidate profile

📌 Servicenow ITSM engineer (Bengaluru)
🏢 CGI
📍 Bengaluru