Engagement

Contract / project-based (extendable; C2H considered)

Experience

5+ years preferred, incl. 3+ years hands-on ServiceNow

ABOUT CYWARDEN & THE ROLE

Cywarden, Inc. is a global cybersecurity and cloud services firm delivering advisory, implementation and managed operations for enterprise clients. Cyforte.ai, our agentic AI platform, automates and productizes that delivery — the patterns our SMEs design on engagements become the automation our clients run every day.

Hands-on ServiceNow SME serving as platform authority on client engagements across ITSM process design, configuration, integration and operational support. You will translate how the business actually works into ServiceNow configuration — and then build it. This is a delivery role: process conversation in the morning, script editor in the afternoon.

KEY RESPONSIBILITIES

Platform & Modules

▪ Act as SME-level authority on the ServiceNow platform and ITSM process domain.

▪ Configure and support Incident, Problem, Change, Request, Knowledge, Service Catalog and CMDB.

▪ Own CMDB health — CI class design, CSDM alignment, identification and reconciliation, Discovery data quality.

Development & Integration

▪ Build Flow Designer flows, business rules, script includes, client scripts, UI policies and scheduled jobs.

▪ Develop integrations via REST/SOAP, IntegrationHub, MID Server, import sets and transform maps.

▪ Automate fulfilment and operations — assignment, approvals, notifications, SLA and orchestration.

Process & Advisory

▪ Support ITIL-aligned process design across incident, problem, change enablement and request fulfilment.

▪ Gather business and technical requirements and translate them into designs,



stories and acceptance criteria.

▪ Build reporting, dashboards and Performance Analytics content for operational visibility.

Support & Enablement

▪ Troubleshoot platform, workflow, integration and data quality issues to root cause.

▪ Support integrations with enterprise applications and security / cloud platforms (SIEM, IdP, AWS, GCP).

▪ Produce design documents, runbooks and SOPs; deliver knowledge transfer and hypercare.

REQUIRED SKILLS & EXPERIENCE

▪ Robust current hands-on ServiceNow configuration and development experience in production enterprise environments.

▪ Depth in ITSM modules and practical CMDB expertise (class design, identification/reconciliation, remediation).

▪ JavaScript and Glide API proficiency; workflows, business rules, script includes and scheduled jobs.

▪ Integration experience — REST/SOAP APIs, IntegrationHub, MID Server, import sets, transform maps.

▪ Strong understanding of ITIL processes and how they translate into platform configuration.

▪ Strong stakeholder management and technical documentation skills.

PREFERRED, CERTIFICATIONS & EDUCATION

Preferred: ITOM (Discovery, Service Mapping, Event Management), SecOps, ITAM, HRSD or GRC/IRM exposure · Service Portal / UI Builder · platform upgrades and multi-instance environments · cloud and security tool integrations · Agile delivery · prior consulting or managed services background.

Certifications: ServiceNow CSA (strongly preferred) · CIS (ITSM / Discovery / Event Management) · CAD · ITIL 4 Foundation or higher. Hands-on capability takes precedence over credentials.

Pay: ₹2,000.00 - ₹3,000.00 per hour

Work Location: Remote

📌 ServiceNow Subject Matter Expert (SME)_Freelance/Contract/Remote (India)
🏢 Cywarden
📍 India