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

▪ Strong 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.





▪ Solid 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.

Cywarden, Inc. · ServiceNow Subject Matter Expert (SME) · Page 1 of 2

Education: Bachelor's degree in Computer Science, Information Systems, Engineering or related field, or equivalent professional experience.

COMMON REQUIREMENTS

▪ SME-level hands-on delivery capability, not advisory-only experience.

▪ Enterprise and large multi-region environment experience.

▪ Strong communication and stakeholder management across technical and business audiences.

▪ Able to produce client-grade documentation — SOPs, runbooks, architecture and design documents.

▪ Experience in technical assessments, design workshops and client working sessions.

▪ Effective across geographically distributed US / India / client teams.

SUCCESS MEASURES — FIRST 30 / 60 / 90 DAYS

30 days - Document current-state configuration, integration inventory and CMDB health baseline; deliver prioritized findings and quick wins.

60 days - Deliver the first workstream to test acceptance; establish development and release discipline.

90 days - Demonstrate measurable improvement — reduced manual triage, improved CMDB accuracy, or ITIL-aligned Change in production —

plus knowledge transfer and forward roadmap.

Pay: ₹800.00 - ₹1,200.00 per hour

Work Location: Remote

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