Our client is a Palo Alto–based AI infrastructure and talent platform founded in 2018. It helps companies connect with remote software developers using AI-powered vetting and matching technology. Originally branded as the “Intelligent Talent Cloud," it enabled companies to “spin up their engineering dream team in the cloud” by sourcing and managing vetted global talent.

In recent years, they have evolved to support AI infrastructure and AGI workflows, offering services in model training, fine-tuning, and deployment—powered by their internal AI platform, ALAN, and backed by a vast talent network. They reported $300 million in revenue and reached profitability. Their growth is driven by demand for annotated training data from AI labs, including major clients like OpenAI, Google, Anthropic, and Meta.

Job Title: ServiceNow ITSM Specialist

Location: Bengaluru

Experience: 8+ yrs

Employment Type: Contract to hire

Work Mode: Hybrid

Notice Period: Immediate joiners

Roles & Responsibilities POSITION GENERAL DUTIES AND TASKS : ServiceNow Configuration and Administration

Configure and enhance ServiceNow ITSM modules based on business and operational requirements.

Design and maintain forms, fields, tables, assignment rules, business rules, notifications, SLAs, UI policies, workflows, and approval processes.

Configure user groups, roles, access controls, support queues, assignment logic, and service ownership models.

Ensure platform configurations follow ServiceNow standards and minimize unnecessary customization.

Evaluate recent ServiceNow features and recommend improvements to existing processes.

Incident and Escalation Management





Design and optimize end-to-end incident-management workflows, including incident logging, categorization, prioritization, assignment, investigation, resolution, and closure.

Configure priority calculation based on impact and urgency.

Define and automate functional, hierarchical, and management escalation workflows.

Configure SLA-based alerts, notifications, reminders, and escalation triggers.

Support the design and implementation of major incident management processes.

Establish workflows for major incident declaration, stakeholder communication, technical bridge coordination, resolution tracking, and post-incident review.

Analyze incident trends, recurring failures, SLA breaches, and escalation patterns to identify improvement opportunities.

Ensure incident and escalation processes are aligned with organizational policies and ITIL practices.

ServiceNow Integrations

Design and coordinate integrations between ServiceNow and enterprise applications, monitoring tools, collaboration platforms, identity-management systems, and external service providers.

Support integrations using APIs, web services, integration middleware, event-management tools, and standard ServiceNow integration capabilities.

Define data mappings, authentication requirements, error-handling mechanisms, reconciliation rules, and monitoring controls.





Troubleshoot integration failures, data-quality issues, duplicate records, and synchronization errors.

Work with security, architecture, infrastructure, and application teams to ensure integrations meet enterprise standards.

Maintain technical and operational documentation for all integrations.

Process Design and Improvement

Conduct workshops with stakeholders to understand current processes, challenges, and future-state requirements.

Translate business requirements into functional specifications, process flows, user stories, acceptance criteria, and configuration requirements.

Identify opportunities for workflow automation, self-service enablement, improved routing, reduced resolution time, and better user experience.

Standardize incident and escalation processes across business units and geographical locations.

Support continual service improvement initiatives using operational data and stakeholder feedback.

Ensure process changes are assessed for business, technical, security, and compliance impacts.

Testing, Deployment, and Support

Develop test scenarios and support system testing, integration testing, regression testing, and user acceptance testing.

Validate workflows, integrations, notifications, SLAs, assignment rules, and escalation logic before production deployment.

Coordinate production releases with developers, platform teams, process owners, and change-management teams.

Provide post-production support and hypercare following major releases.

Perform root-cause analysis for platform defects and process failures.

Support upgrades, patches, platform health checks

📌 Contract Position : ServiceNow ITSM Specialist (Bengaluru)
🏢 People Prime Worldwide
📍 Bengaluru