Summary

We are seeking an immediate joiner for the role Senior ServiceNow Developer to take ownership of our platform, providing expertise in ITOM, HR Service Delivery (HRSD), Field Service Management (FSM), finance, and platform development, CSM, SSM. In this role, you will be responsible for translating complex business requirements into solutions, maintaining the platform, and driving our technical strategy forward.

Senior ServiceNow Developer

Platform Development

- Finance
- HRSD
- Field Service Management
- Serval AI
- ITOM

About The Role ServiceNow is central to how work gets done across our IT, HR, finance, and field operations. Teams depend on it every day, and the roadmap continues to grow. We are looking for a senior developer to take end-to-end ownership of the platform — someone equally at home designing a clean data model, guiding solution architecture, and resolving complex issues under release pressure. You will serve as the technical anchor across several product lines — core platform development, Financial Management, HR Service Delivery, Field Service Management, our emerging Serval AI capabilities, and IT Operations Management — while keeping the instance healthy, current, and maintainable.

This is a role with genuine ownership and influence: we value engineers who challenge assumptions and recommend the right approach rather than simply delivering to spec. Our platform strategy will continue to evolve, and should our direction shift toward a TypeScript-based AI platform, we want someone who can help lead that transition and any migration away from ServiceNow.

Platform development & architecture

Building is at the heart of this role. You will translate complex business requirements into supportable solutions and set the engineering standards the wider team follows.

- Design and build across Flow Designer, UI Builder, scoped applications, Business Rules, Script Includes, client scripts, and the IntegrationHub.
- Own the data model and CMDB relationships — decide what belongs in a scoped app versus the global scope, and keep custom work from fighting the platform.
- Build and maintain integrations to external systems over REST, SOAP, and MID Server, including error handling and retry logic that survives real-world outages.
- Set and enforce coding standards, run peer code reviews, and mentor mid-level developers and admins.
- Build with modern tooling where it fits — TypeScript and the ServiceNow SDK (Fluent) for source-controlled, IDE-based development, plus custom UI Builder components.
- Champion out-of-the-box first: reach for configuration before customization, and document the reason whenever you do have to customize.

Financial Management (Finance module) Finance is one of our fastest-moving areas. We need someone who understands both the ServiceNow tooling and how finance teams think about and manage cost.

- Configure and extend ServiceNow Financial Management — cost models, cost transparency, budgeting, chargeback and showback, and allocation rules.
- Partner with finance stakeholders to map general-ledger data, cost pools, and business services so that reporting is accurate and defensible.




- Build dashboards and reports that give leaders clear, trusted visibility into where IT spend is going.
- Support integrations between Financial Management, the CMDB, and upstream ERP or procurement systems.

HR Service Delivery (HRSD) You will help HR deliver employee-facing services with the same rigour as IT — well-structured processes, clear SLAs, and an intuitive employee portal.

- Build and maintain HR services, case types, and Lifecycle Events (onboarding, offboarding, transfers) with the right approvals and tasks.
- Design Employee Center experiences, knowledge, and guided journeys that reduce inbound questions.
- Apply strong data segregation, scoped access, and privacy controls to keep sensitive HR records secure.
- Partner with HR operations to automate routine casework while preserving a considered, human experience where it matters most.

Field Service Management (FSM) Our field teams rely on ServiceNow to reach the right location with the right parts. Reliable scheduling and dispatch directly affect service quality and customer experience.

- Configure work order management, dynamic scheduling and dispatch, and technician assignment based on skills, location, and availability.
- Support the mobile experience so technicians can work offline and sync cleanly when they reconnect.
- Integrate FSM with inventory, asset, and parts management so that scheduling reflects real-world availability.
- Refine SLAs, entitlements, and territory rules as the field organisation grows and evolves.

Serval AI Serval AI is an early and high-potential area for us. We are looking for someone curious and rigorous, who will pilot AI capabilities responsibly and apply them where they deliver real value.

- Implement and tune Serval AI across service workflows — case summarisation, resolution suggestions, and generative responses in conversational assistants.
- Extend Serval AI through its TypeScript capability — building custom logic, connectors, and integrations in a type-safe, source-controlled codebase.
- Design and refine conversational assistant flows, improving them using real conversation data and deflection metrics.
- Apply Serval AI for classification, similarity, and routing so that work reaches the right team automatically.
- Apply Serval AI over CMDB and asset data — reasoning across Configuration Item and Asset relationships and their lifecycle state to deliver accurate, context-aware insight.
- Monitor Serval AI quality, guardrails, and cost, and validate that each capability delivers measurable value before rolling it out broadly.

IT Operations Management (ITOM) A trustworthy CMDB underpins everything else on the platform. You will help keep it accurate and ensure the platform reflects the estate as it truly is.





- Configure and troubleshoot Discovery and Service Mapping, including MID Server setup, credentials, and custom patterns.
- Maintain CMDB health — identification and reconciliation rules, data certification, and remediation of duplicate or stale CIs.
- Understand and maintain the relationship between Configuration Items (cmdb_ci) and Asset records (alm_asset), and map hardware and software lifecycle stages to the corresponding CI operational status.
- Work with graph connectors to ingest and relate external data, keeping CI and asset status accurate and consistent alongside ITOM Discovery and Service Mapping.
- Configure Event Management and alert correlation to reduce noise into a small set of actionable alerts.
- Support Service Mapping so business services are modeled well enough to drive impact analysis and change decisions.

Platform maintenance & operations Delivery is only part of the role. Equally important is keeping the instance stable, current, and well-documented, so that it remains maintainable for the whole team.

- Plan and execute family upgrades and patching, including impact assessment, skipped-updates review, and regression testing.
- Run instance health scans, address technical debt, and manage update sets and CI/CD promotion across environments.
- Monitor performance — slow queries, long-running jobs, and table growth — and address root causes rather than symptoms.
- Manage ACLs, roles, and security so that access is appropriately scoped, and maintain transparent documentation so that knowledge is shared across the team.

Requirements

Job Requirements You do not need to be an expert in every module on day one. We value genuine depth in several of these areas, sound platform judgement, and the drive to grow into the rest.

Must have

- Five or more years building on ServiceNow, including senior or lead responsibility on production delivery.
- Strong JavaScript (and ideally TypeScript) with hands-on command of the core platform: Flow Designer, scripting, ACLs, the data model, and integrations.
- Production experience in at least two of: Financial Management, HRSD, FSM, or ITOM.
- Experience owning upgrades and general platform maintenance on a live, business-critical instance.
- Adaptable and forward-looking — comfortable adopting a new TypeScript-based AI platform should the strategy shift, and able to help plan and lead the migration of workloads away from ServiceNow.
- Certified System Administrator (CSA), plus at least one Certified Implementation Specialist (CIS) in a relevant module.
- A clear communicator who can engage effectively with senior stakeholders and technical teams alike.

Preferred

- Hands-on work with Serval AI or comparable AI/LLM platforms and conversational assistants.
- Additional CIS certifications, or Certified Application Developer (CAD).
- Experience with CI/CD tooling, automated testing (ATF), and source control for ServiceNow.
- TypeScript and the ServiceNow SDK (Fluent) for building and versioning scoped apps in code.
- Exposure to ITOM Discovery patterns, Service Mapping, or Event Management at scale.
- Background integrating ServiceNow with ERP, IdP/SSO, or monitoring tools.

📌 Senior ServiceNow Developer (Hyderabad)
🏢 SHI Solutions India
📍 Hyderabad