Job Description

Responsible for the technical ownership of Service Now Platform development and operations and strategic ITSM initiatives, ensuring reliable platform services while driving ITSM.D, CMDB, automation, and Service Now AI capabilities.

- Ensure reliable Service Now Platform and ATF operations while minimizing business-impacting disruptions.

- Deliver platform releases, upgrades, enhancements, and technical improvements within agreed quality and timelines.

- Establish and enhance CMDB, Service Now AI, and automation capabilities to improve efficiency and reduce manual effort.

Roles & Responsibilities:

- Lead Service Now Platform operations and ensure availability, reliability, and performance of critical services.

- Own technical resolution of complex platform issues, recurring incidents, and production problems through root-cause analysis and preventive actions.

- Lead ATF and Redline support activities, including automated regression testing and release validation.

- Plan and coordinate platform releases, upgrades, patching, cloning, instance migrations, and production deployments.

- Provide technical leadership for Service Now development, configuration, integrations, and platform enhancements.

- Drive technical activities related to ITSM.D transition and transformation initiatives.

- Lead CMDB improvements covering data quality, CI relationships, integrations, governance, and platform dependencies.

- Evaluate and implement Service Now AI, Now Assist, and automation capabilities to improve productivity and reduce manual operational effort.

- Design and review solutions using Business Rules, Script Includes, Client Scripts, Flow Designer, Service Catalog, Integration Hub, APIs, and other Service Now capabilities.

- Establish development, testing, deployment,



and operational standards aligned with Service Now best practices.

- Identify opportunities for platform optimization, technical debt reduction, automation, and continuous improvement.

- Mentor developers and operations engineers and provide technical guidance for complex requirements and issues.

- Collaborate with platform owners, architects, process owners, infrastructure teams, security teams, and other stakeholders.

Qualifications

Educational qualification:

BE/B. Tech or equivalent.

Experience :

8+ years of hands-on experience in Service Now development, administration, and platform operations.

Mandatory/required Skills :

- Strong expertise in Service Now Platform architecture and ITSM modules.

- Advanced Service Now development skills including Java Script, Glide APIs, Business Rules, Script Includes, Client Scripts, ACLs, Flow Designer, and Service Catalog.

- Strong experience in platform releases, upgrades, cloning, patching, update sets, application repository, and deployment management.

- Experience with ATF, automated regression testing, release validation, and production support.

- Strong troubleshooting and root-cause analysis capabilities for complex platform and integration issues.

- Positive understanding of CMDB, CSDM, CI relationships, data quality, Discovery, and integration concepts.

Preferred Skills :

- Experience with REST/SOAP APIs, Integration Hub, MID Server, and enterprise integrations.

- Knowledge or hands-on exposure to Service Now AI, Now Assist, Virtual Agent, and automation capabilities.

- Ability to translate business requirements into scalable and maintainable technical solutions.

- Strong technical leadership, stakeholder management, communication, and decision-making skills.

- Ability to mentor team members and drive technical standards and best practice

📌 ServiceNow Platform & ITSM Developer (India)
🏢 Bosch Group
📍 India