Catalog & Workflow AdministrationHandle all ongoing Service Catalog and workflow management tasks for the client:
- Create current Service Catalog items and catalog workflows from scratch
- Modify existing catalog items, request forms and approval workflows as requirements change
- Update form layouts — adding, removing and reordering fields
- Build and modify workflow activities, transitions and approval stages
- Ensure catalog items are properly categorised, clearly described and easy to navigate
Automation & MID Server ScriptingDevelop and maintain automations that connect ServiceNow to the client's Active Directory environment:
- Update the existing software request form — adding and removing fields and listed items as requirements evolve
- Remove outdated or redundant items from forms and workflows
- Design and build workflows that trigger scripts on the MID Server
◦ Scripts will execute Active Directory changes including user provisioning, group membership updates and access modifications
◦ Ensure proper error handling, logging and rollback in all automated workflows
- Test all MID Server integrations thoroughly in a non-production environment before deployment
Platform Maintenance & UpgradesKeep the platform healthy and current:
- Perform routine platform health checks and housekeeping activities
- Apply patches and minor updates as released by ServiceNow
- Plan and execute major ServiceNow version upgrades — including pre-upgrade testing, upgrade execution and post-upgrade validation
- Monitor platform performance and flag any degradation or anomalies to the client's IT lead
Service Catalog ImprovementContinuously improve the end-user experience of the Service Catalog:
- Review the existing catalog for outdated, duplicate or poorly described items
- Refresh catalog item descriptions, categories, icons and approval flows for clarity
- Consolidate redundant items and retire items that are no longer relevant
- Apply ServiceNow UX best practices to improve the request experience for end users
What We Are Looking For
Essential Skills & Experience
- 1–3 years of hands-on ServiceNow administration and configuration experience
- Solid working knowledge of the ServiceNow Service Catalog and Request Management modules
- Experience building and modifying workflows using the Workflow Editor or Flow Designer
- Comfortable with form design — client scripts, UI policies, business rules and field configuration
- Basic scripting ability in JavaScript — sufficient to write and modify business rules, client scripts and script includes
- Familiarity with MID Server concepts and how it facilitates integrations with external systems
- Ability to work independently and manage a task queue without close supervision
- Good written English — able to communicate clearly with a US-based client team via email and chat
Nice to Have• ServiceNow Certified System Administrator (CSA)
- Experience with Active Directory integrations or LDAP-based workflows
- Exposure to ServiceNow Integration Hub or REST-based integrations
- Familiarity with ITSM modules — Incident, Problem, Change Management
- Experience working in a client-facing or managed services environment
Working Arrangement
This role operates on a fixed shift of 2:00 PM to 10:00 PM IST, Monday to Friday. The shift is designed to align the resource's working day with the client's Mountain Standard Time (MST) business hours. When the client's team starts their day at 7:00 AM MST, it is 7:30 PM in Bangalore — giving approximately 2.5 hours of shared working time each day for calls, task discussions and handovers.
The first half of the shift (2:00 PM to ~7:30 PM IST) is used for focused, uninterrupted delivery on queued tasks. The second half (~7:30 PM to 10:00 PM IST) provides live overlap with the client for real-time collaboration.