– 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 strong 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 workplace.

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 governance processes.
- Provide knowledge transfer, documentation, user enablement, and technical guidance to internal teams and platform users.
- Troubleshoot platform issues, identify root causes, and implement sustainable fixes to improve platform reliability and user experience.
- Provide post-deployment support and continuously identify opportunities for automation, process improvement, and platform optimization.

Required Skills & Experience

- Strong hands-on experience with the ServiceNow / ITSM platform.
- Extensive scripting experience with:
- Business Rules
- Script Includes
- Client Scripts
- UI Policies
- GlideAjax
- Flow Designer

- Strong understanding and practical application of ITIL v4 principles.
- Experience configuring SLAs, escalations, workflows, and ITSM processes.
- Experience with ServiceNow administration, including users, roles, ACLs, forms, tables, and platform configuration.
- Strong knowledge of Import Sets, Transform Maps, Update Sets, and data governance practices.
- Experience creating reports, dashboards, KPIs, and SLA/service performance metrics.
- Strong analytical and troubleshooting skills.
- Excellent stakeholder communication and requirements-gathering capabilities.
- Experience working in Agile and cross-functional teams.
- Strong documentation, knowledge-transfer, and user-enablement skills.

Preferred Profile

The ideal candidate should be a hands-on platform professional who can work independently in an offshore environment, take ownership of platform reliability and enhancements, and effectively bridge the gap between business requirements, ITSM processes, and technical implementation.

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