ServiceNow Engineer

Position Summary:
The ServiceNow Engineer is responsible for the administration, development, configuration, integration, and ongoing optimization of Suffolks ServiceNow platform. This role partners with IT teams and business stakeholders to improve service delivery, automate workflows, enhance the employee experience, and ensure the platform remains secure, scalable, and aligned with Suffolks technology strategy.

The ideal candidate combines strong ServiceNow technical expertise with an understanding of ITIL/ITSM processes and the ability to translate business requirements into effective platform solutions.
Key Responsibilities:

ServiceNow Platform Engineering:

- Configure, develop, administer, and support the ServiceNow platform.
- Design and implement workflows, Flow Designer automations, business rules, client scripts, UI policies, notifications, and integrations.
- Maintain platform health, performance, security, and availability.
- Manage ServiceNow upgrades, patches, testing, and release activities.
- Maintain development standards and appropriate controls across development, test, and production environments.

IT Service Management:

- Support and continuously improve ServiceNow capabilities including:
- Incident Management
- Request Management and Service Catalog
- Problem Management
- Change Management
- Knowledge Management
- CMDB and Configuration Management
- Service Level Management

- Partner with IT Service Delivery teams to improve workflows, SLAs, routing, assignment rules, and ticket quality.
- Identify opportunities to reduce manual effort through automation and self-service.

Integrations & Automation:

- Develop and maintain integrations between ServiceNow and enterprise platforms using REST/SOAP APIs, IntegrationHub, MID Server, and other integration technologies.




- Integrate ServiceNow with Microsoft and enterprise technologies such as Entra ID, Microsoft 365, Intune, endpoint management, identity platforms, monitoring tools, and business applications.
- Develop automated processes for provisioning, approvals, notifications, and service fulfillment.
- Evaluate opportunities to leverage ServiceNow AI and automation capabilities to improve employee and IT support experiences.

CMDB & Data Quality:

- Support the architecture, governance, and ongoing health of the ServiceNow CMDB.
- Improve configuration-item accuracy, completeness, ownership, and lifecycle management.
- Develop dashboards and reporting to monitor platform performance, service delivery, SLA compliance, and data quality.

Business Partnership:

- Work with IT and business stakeholders to gather requirements and translate them into scalable ServiceNow solutions.
- Recommend platform improvements based on business needs and ServiceNow best practices.
- Develop technical documentation, process documentation, and support procedures.
- Provide technical guidance and support to ServiceNow administrators, analysts, and IT teams.

Qualifications:

- 35+ years of hands-on ServiceNow administration, engineering, or development experience.
- Strong experience with ServiceNow ITSM modules and Service Catalog.
- Experience with JavaScript, Flow Designer, Business Rules, Client Scripts, UI Policies, and ACLs.




- Experience developing REST API integrations and working with IntegrationHub and MID Server.
- Working knowledge of CMDB, Discovery, and configuration management concepts.
- Understanding of ITIL and enterprise IT service-management practices.
- Experience supporting ServiceNow upgrades and application releases.
- Strong troubleshooting, analytical, documentation, and communication skills.
- Ability to work independently while collaborating across infrastructure, applications, security, service delivery, and business teams.

Preferred Qualifications:

- ServiceNow Certified System Administrator (CSA).
- ServiceNow Certified Application Developer (CAD) or relevant implementation certifications.
- ITIL Foundation certification.
- Experience with ServiceNow ITOM, Discovery, Service Mapping, HAM/SAM, Employee Center, or Performance Analytics.
- Experience integrating ServiceNow with Microsoft Entra ID, Intune, Azure, Microsoft 365, or other enterprise platforms.
- Experience with ServiceNow AI capabilities, including Now Assist and AI-driven service management.
- Experience working within a large, geographically distributed enterprise setting.

Key Competencies:

- ServiceNow Platform Engineering
- ITSM / ITIL
- Workflow Automation
- API & Systems Integration
- CMDB / Configuration Management
- JavaScript Development
- Process Improvement
- Data & Reporting
- Technical Troubleshooting
- Business Requirements Analysis
- Documentation & Governance

Success Measures:

Success in this role will be measured by platform reliability, increased automation, improved ServiceNow user experience, CMDB and data quality, reduced manual processes, successful integrations, SLA performance, and measurable improvements in IT service delivery.

📌 ServiceNow Engineer (Bengaluru)
🏢 Suffolk Global
📍 Bengaluru