Role & responsibilities

Platform Administration & Configuration

- Carry out admin, configuration, and development activities across ServiceNow ITSM modules Incident Management, Problem Management, Change Management, Knowledge Management, CMDB, Service Requests, SLM, and Virtual Agent.
- Configure and support non-ITSM modules, including ITOM, ITBM, HRSD, and CSM.
- Build and maintain UI Actions, UI Policies, and Access Control Lists (ACLs) to manage platform behaviour and security.
- Use ACLs to control the security mechanism in ServiceNow, governing user access to data and functions.
- Plan and perform platform upgrades, validating functionality and minimising disruption to live services.
- Maintain accurate configuration data within the CMDB to support reliable, well-governed services.

Development & Technical Solutions

- Develop technical solutions, implement them, and perform component integration tests against business requirements.
- Write various server-side scripts using Script Includes and related scripting techniques.
- Develop and maintain the Employee Self-Service (ESS) portal through Content Management.
- Understand business needs and the need to standardise processes, building this into the platform design.
- Apply familiarity with SQL, HTML, and CSS to extend and customise platform functionality.
- Document technical designs and configurations to support maintainability and knowledge sharing.
- Experience with Now Assist for ITSM (incident summarization, resolution notes etc)
- Awareness of GenAI and Agentic AI capabilities in ServiceNow (AI Search, Virtual Agent)





Integration

- Integrate ServiceNow with other systems using SOAP and REST APIs.
- Support integration of ServiceNow (SNOW) with monitoring solutions.
- Collaborate with various cross-functional teams to define and determine integration requirements.

Collaboration & Continuous Improvement

- Collaborate with cross-functional teams to gather requirements and deliver fit-for-purpose solutions.
- Communicate clearly, both verbally and in writing, interacting with and influencing stakeholders at all levels of the organisation.
- Understand business needs and standardise processes, embedding positive practice into platform design.
- Share knowledge and document solutions to support the wider team and continuous improvement.
- Stay current with new ServiceNow capabilities and apply them to improve service quality and efficiency.

Preferred candidate profile

- Experience on non-ITSM modules, e.g. ITOM, ITBM, HRSD & CSM
- Exposure to SOAP and REST API integration, and to ServiceNow integration with monitoring solutions
- Bachelors degree in Computer Science or a related field
- 5+ years relevant experience
- Certified ServiceNow Administrator (mandatory)
- Experience in admin, configuration, and development across ServiceNow ITSM modules (Incident, Problem, Change, Knowledge Management, CMDB, Service Requests, SLM, and Virtual Agent)
- Familiarity with SQL, HTML, and CSS
- Excellent verbal and written communication skills, with the ability to interact and influence at all levels of the organisation

📌 Servicenow Developer (Gurugram)
🏢 Akkodis
📍 Gurugram