Job Description – SRE | ITSM Platform

Position: SRE – ITSM Platform

Location: Offshore

Engagement Type: Contract

Rate: INR 7,500 per day

Role Overview

We are looking for an experienced SRE / ITSM Platform Engineer with solid expertise in ServiceNow platform administration, development, ITIL v4 processes, automation, and platform optimization. The ideal candidate will be responsible for supporting and enhancing the ITSM platform, delivering scalable solutions, maintaining platform health, and partnering with business and technical stakeholders in an Agile environment.

Key Responsibilities
- Lead and support platform upgrades, greenfield implementations, enhancements, and optimization initiatives, ensuring performance, scalability, reliability, and long-term maintainability.
- Develop and maintain complex platform solutions using Business Rules, Script Includes, Client Scripts, UI Policies, GlideAjax, Flow Designer, and related ServiceNow capabilities.
- Apply strong knowledge of ITIL v4 principles to design and optimize IT service management processes and workflows.




- Configure and manage SLA policies, escalation rules, service workflows, and process automation to improve service delivery and compliance.
- Administer users, groups, roles, ACLs, forms, tables, and platform configurations, ensuring appropriate access controls and governance.
- Manage data migration and integration activities using Import Sets, Transform Maps, Update Sets, and related platform tools.
- Translate business and functional requirements into robust, scalable technical solutions in collaboration with stakeholders.
- Develop and maintain dashboards, reports, KPIs, and operational metrics to monitor SLA compliance, service performance, trends, and overall platform effectiveness.
- Participate in Agile ceremonies, technical discussions, solution design, testing, deployment, and post-production support.
- Ensure platform changes follow appropriate development, testing, release, and govern

📌 SRE | ITSM Platform _ Infosys (India)
🏢 Tailored Management
📍 India