Position Description:

Job Title: ServiceNow Developer ITSM, ITOM Integrations

Position: Software Engineer / Senior Software Engineer

Experience: 38 Years

Category: Software Development / Engineering

Shift: 5:30 PM to 2:30 AM

Work Mode: Hybrid

Primary Location: Chennai

Secondary Location: Hyderabad

Employment Type: Full Time

Role Summary

We are seeking a highly skilled ServiceNow Developer with 38 years of hands-on experience in ServiceNow platform development, configuration, customization, and integrations. The ideal candidate will possess strong expertise in the ServiceNow platform, IT Service Management (ITSM), IT Operations Management (ITOM), CMDB, and enterprise integrations. This role requires hands-on experience implementing and supporting Discovery, Event Management, Service Mapping, and infrastructure monitoring integrations while ensuring scalable, secure, and maintainable ServiceNow solutions.

Experience in telecom, network operations, OSS/BSS, service assurance, or infrastructure monitoring environments will be an added advantage.

Your future duties and responsibilities:

Key Responsibilities

Design, develop, configure, and enhance solutions on the ServiceNow platform.

Develop scalable, secure, and maintainable ServiceNow applications and customizations.

Create and maintain Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions, Data Policies, ACLs, Events, Notifications, and Scheduled Jobs.

Develop workflows and process automation using Flow Designer and IntegrationHub.

Configure and enhance ITSM modules including Incident Management, Problem Management, Change Management, Request Management, Knowledge Management, and Service Catalog.

Design, configure, and enhance ITOM capabilities including Discovery, Event Management, Service Mapping, ITOM Visibility, Alert Management, and Monitoring Integrations.

Configure and troubleshoot MID Servers, Discovery schedules, credentials, patterns, and connectivity issues.

Support event ingestion, normalization, correlation, alert generation, and automated incident creation.

Work with CMDB classes, Configuration Items (CIs), CI relationships, Identification Rules, and Reconciliation Rules.

Maintain CMDB health, data quality, duplicate prevention, and service impact modeling.

Develop and support integrations between ServiceNow and monitoring, cloud, infrastructure, and enterprise platforms.

Develop and troubleshoot integrations using REST APIs, SOAP APIs, IntegrationHub, JSON, XML, Import Sets, Transform Maps, and web services.

Troubleshoot Discovery, MID Server, event processing, integration, performance, and platform-related issues.

Develop unit,



functional, and automated test cases to ensure solution quality.

Support update set management, release activities, deployment validation, and production support.

Collaborate with architects, business analysts, product owners, infrastructure teams, and client stakeholders.

Translate business and operational requirements into scalable and maintainable technical solutions.

Prepare technical designs, integration specifications, deployment guides, support runbooks, and knowledge transfer documentation.

Drive platform optimization, automation initiatives, and continuous improvement efforts.

Required qualifications to be successful in this role:

Required Qualifications Education

Bachelors degree in Computer Science, Information Technology, Engineering, or a related discipline.

Equivalent relevant technical experience may be considered.

Experience

38 years of hands-on experience in ServiceNow development, configuration, customization, and support.

Strong experience implementing or supporting ServiceNow ITOM capabilities.

Hands-on experience with CMDB, Discovery, Event Management, Service Mapping, or infrastructure monitoring integrations.

Experience working with ServiceNow ITSM modules in enterprise environments.

Hands-on experience developing and supporting integrations with monitoring tools, cloud platforms, and enterprise applications.

Experience participating across the software development lifecycle including development, testing, deployment, and production support.

Experience in telecom, network operations, OSS/BSS, service assurance, or infrastructure monitoring environments is preferred.

Technical Skills

Strong ServiceNow Platform Development experience.

Deep understanding of ServiceNow platform architecture, scoped applications, and data models.

Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions, Data Policies, ACLs, Events, Notifications, and Scheduled Jobs.

Robust JavaScript development skills with expertise in client-side and server-side scripting.

Hands-on experience with GlideRecord, GlideAggregate, GlideAjax, and ServiceNow APIs.

Experience building scalable and maintainable scoped applications.

Strong understanding of ServiceNow security, coding standards,



and performance optimization best practices.

Hands-on experience with ITOM modules including Discovery, Event Management, Service Mapping, ITOM Visibility, Health Log Analytics, and Metric Intelligence.

Strong understanding of MID Server architecture, Discovery schedules, credentials, and patterns.

Experience with event ingestion, alert generation, event correlation, alert grouping, and incident automation.

Strong knowledge of CMDB concepts, CI relationships, Identification and Reconciliation Engine (IRE), and CSDM.

Hands-on experience with ITSM modules including Incident, Problem, Change, Request, Knowledge, and Service Catalog.

Working knowledge of ITIL processes and ServiceNow implementation best practices.

Experience with REST APIs, SOAP APIs, JSON, XML, IntegrationHub, Flow Designer, Import Sets, and Transform Maps.

Understanding of authentication mechanisms, correlation IDs, idempotency, retry mechanisms, logging, and error handling.

Strong debugging, troubleshooting, and root-cause analysis capabilities.

Preferred Skills

Experience integrating ServiceNow with IBM Netcool, Datadog, SolarWinds, Dynatrace, Splunk, or similar monitoring platforms.

Experience with AWS or Azure infrastructure integrations.

Experience supporting telecom network monitoring, NOC operations, or service assurance processes.

Exposure to OSS/BSS platforms or network inventory systems.

Experience configuring or supporting NOC Workspace.

Experience with Service Graph Connectors.

Experience creating or enhancing Discovery Patterns and Pattern Designer implementations.

Experience with Domain Separation.

Experience with Automated Test Framework (ATF).

Experience supporting ServiceNow platform upgrades and administration.

Knowledge of GitHub, CI/CD pipelines, and DevOps practices.

Strong communication, stakeholder management, and collaboration skills.

Certifications (Preferred)

ServiceNow Certified System Administrator (CSA).

ServiceNow Certified Application Developer (CAD).

ServiceNow Certified Implementation Specialist Discovery.

ServiceNow Certified Implementation Specialist Event Management.

ITIL Foundation or other relevant ITSM / ITOM certifications.

Skills:

- Problem Management
- ServiceNow
- Incident Management
- Integration Development
- IT Service Management
- JavaScript

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

📌 ServiceNow Developer - ITSM, ITOM and Integrations (Chennai)
🏢 CGI
📍 Chennai