Role & responsibilities

Key Responsibilities

Platform Development & Configuration

- Develop, configure, and customise ServiceNow applications based on business requirements.
- Configure forms, tables, UI Policies, Business Rules, Client Scripts, ACLs, and workflows.
- Build and maintain Service Catalog Items, Record Producers, and Order Guides.
- Develop, deploy and maintain Skills, Agentic workflows, AI Agents, and monitor the token consumption.
- Maintain technical configuration in line with ServiceNow best practices.

ServiceNow ITSM Support Develop and enhance solutions across:
- Incident Management
- Problem Management
- Change Management
- Request Management
- Knowledge Management
- Service Catalog
- CMDB
- Asset Management

Workflow & Automation
- Design and configure flows, sub flows and actions in Flow Designer.
- Develop approval workflows and fulfilment automations.
- Develop and implement Virtual Agent and AI-powered automation capabilities where applicable.
- Support operational process improvements through automation.

Integrations
- Develop and maintain integration with enterprise systems.
- Work with REST and SOAP APIs.
- Configure and support MID Server connectivity.
- Develop data synchronisation solutions using IntegrationHub and web services.

Testing & Quality Assurance
- Perform unit testing and support system testing activities.
- Troubleshoot and resolve defects.
- Participate in peer code reviews.
- Ensure adherence to ServiceNow development standards and best practices.

Platform Support
- Support production issues and service requests.




- Investigate platform incidents and defects.
- Perform root cause analysis and recommend improvements.
- Maintain technical documentation and knowledge articles.

Required Technical Skills

ServiceNow Platform Skills

Development Skills

ITSM Knowledge

ServiceNow Administration, ITSM and Service Catalog

JavaScript, Glide APIs and Script Includes

Incident, Problem and Change Management

CMDB, Flow Designer and IntegrationHub

Business Rules, Client Scripts and UI Policies

Knowledge Management and Request Fulfilment

Now Assist, Virtual Agent and Employee Center

ACLs, Update Sets, REST APIs and SOAP web services

Service Level Management and ITIL best practices

Reporting, Dashboards and Platform Analytics

JSON, XML and MID Server support

Operational support and continual improvement

Experience Requirements

Essential

- 3-7 years of IT experience.
- 2-5 years of ServiceNow development and administration experience.
- Experience delivering ServiceNow enhancements and projects.
- Experience with enterprise integrations and automation initiatives.
- Experience with AI capabilities such as ServiceNow Now Assist.
- Experience configuring and supporting ITSM processes.
- Experience working in Agile delivery environments.

Preferred candidate profile

- Experience with ITOM, HRSD, CSM, or ITAM modules.

Certifications Mandatory ServiceNow Certified System Administrator (CSA)

ServiceNow Certified Implementation Specialist - ITSM

ServiceNow Certified Application Developer (CAD)

ITIL Foundation Certification

📌 Servicenow Lead (Bengaluru)
🏢 Tata Consultancy Services
📍 Bengaluru