Lead support activities across core ServiceNow ITSM modules including:

o Incident Management

o Problem Management

o Contemporary Change Management

o Service Request Management (Catalog & RITM)

o Knowledge Management

• Configure, customize, and maintain ITSM modules based on business requirements and best practices.

• Perform hands-on development and configuration activities including:

o Business Rules, Client Scripts

o UI Policies, UI Actions, Data Policies

o Access Control Lists (ACLs)

• Design and manage service catalog components:

o Catalog Items, Record Producers, Variables

o Request workflows and lifecycle management

• Develop and maintain automation using:

o Flow Designer workflows

o Approval flows, notifications, and orchestration

• Manage data operations including:

o Data imports using Import Sets and Transform Maps

o Data validation and consistency checks

• Develop and maintain reports and dashboards using Platform Analytics to provide operational insights and KPI tracking.





• Design and implement end-to-end ITSM solutions aligned with business processes and ServiceNow best practices.

• Build and support integrations with external systems using:

o REST and SOAP APIs

o MID Server and third-party tools

• Develop and maintain custom applications and scoped applications where required.

• Support user experience enhancements through:

o Service Portal / UI Builder configurations (basic level)

o Employee Center implementations

• Implement and support emerging capabilities such as:

o Virtual Agent (basic conversational flows)

o Generative AI and Agentic AI (Now Assist features)

• Participate in platform upgrade activities:

o Perform regression testing

o Resolve skipped records and configuration conflicts

• Ensure adherence to ServiceNow development standards, governance, and best practices.

• Contribute to CMDB fundamentals, including:

o Understanding relationships

o Supporting data accuracy and alignment with ITSM processes

• Collab

📌 Lead ServiceNow ITSM (Bengaluru)
🏢 Trigent Software
📍 Bengaluru