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 (Dis

📌 ServiceNow Subject Matter Expert (India)
🏢 Cywarden Global Services
📍 India