Job details

Role: ServiceNow Operations

Location: Hyderabad / Noida / Gurugram

Experience: 8-15 Years

Timings: 2:00 PM to 10:30 PM (IST)

Role overview

We are seeking an experienced ServiceNow Operations professional to manage, maintain and optimize the ServiceNow platform within a large enterprise environment. The role combines ServiceNow administration, development, platform operations, integrations, incident management, governance and continuous improvement.

The ideal candidate will have strong hands-on experience with ServiceNow ITSM and platform operations, along with expertise in scripting, integrations, automation and platform lifecycle management. The role will serve as a technical escalation point for complex issues and will work closely with Architects, Product Owners, Developers, BSAs and Infrastructure teams to ensure platform stability, performance and reliability.

Key responsibilities

1. ServiceNow Platform Operations Administration

- Manage and oversee the day-to-day operation, stability, health and performance of the ServiceNow platform.
- Perform system administration, user administration, instance monitoring and proactive issue resolution.
- Administer, maintain and enhance core ServiceNow modules including ITSM, ITOM, HRSD, CMDB, Asset Management and custom applications.
- Ensure platform scalability, reliability and alignment with business requirements.
- Perform platform health assessments, system diagnostics and proactive capacity planning. 2. Incident Production Support

- Serve as the technical escalation point for complex ServiceNow platform issues.
- Lead troubleshooting efforts for critical incidents, root-cause analysis and permanent remediation.

- Participate in Major Incident Management (P1/P2) events, supporting rapid triage, stakeholder communication and service restoration.
- Manage and prioritize Incident, Request, Problem and Defect queues.

- Ensure timely resolution of platform issues, service degradations and operational risks while adhering to established SLAs. 3. ServiceNow Development Configuration

- Configure and enhance ServiceNow applications and modules based on business requirements.
- Develop and maintain solutions using JavaScript, Flow Designer, Business Rules, Script Includes and UI Policies.




- Review application designs, development approaches, customizations and configuration decisions.
- Ensure development and configuration activities follow ServiceNow best practices and platform standards. 4. Integration Automation

- Design, implement, support and optimize integrations with enterprise applications.
- Work with REST, SOAP APIs, MID Servers, IntegrationHub, SSO and other ServiceNow integration technologies.
- Drive automation and workflow optimization across business processes.
- Identify opportunities for AI-enabled capabilities and operational automation.
- Ensure integrations are secure, reliable and maintainable. 5. Platform Lifecycle Release Management

- Lead ServiceNow upgrades, patching, cloning, instance migrations and plugin implementations.
- Support release management activities and ensure operational readiness.
- Plan and execute platform lifecycle activities while minimizing business disruption.
- Validate platform functionality following upgrades and releases.
- Ensure platform changes follow established governance and change management processes. 6. Platform Governance, Security Compliance

- Establish and maintain ServiceNow platform governance standards.
- Implement and maintain security controls and access management practices.
- Support segregation of duties (SoD), audit readiness and compliance requirements.
- Ensure platform activities align with organizational policies and enterprise security standards.
- Support data quality initiatives and ensure data integrity and configuration compliance. 7. Performance Continuous Improvement

- Perform technical debt reviews, performance tuning and system diagnostics.
- Identify opportunities for workflow optimization, automation and operational efficiency.
- Drive continuous service improvement initiatives across ServiceNow processes.
- Identify opportunities for cost reduction and improved platform performance.




- Lead monitoring, alerting and operational support improvements to enhance platform resilience and user experience. 8. Documentation Technical Leadership

- Develop and maintain technical documentation, architecture diagrams, operational procedures and support runbooks.
- Maintain knowledge articles and disaster recovery documentation.
- Mentor junior administrators and developers through knowledge sharing, troubleshooting guidance and best practice recommendations.
- Conduct code and configuration reviews where required.
- Provide technical leadership and guidance across ServiceNow operations. 9. Agile Delivery Platform Innovation

- Participate in sprint planning, backlog refinement, technical estimation and release planning.
- Collaborate with cross-functional teams across Agile delivery activities.
- Stay current with the ServiceNow product roadmap, emerging capabilities and new releases.
- Recommend ServiceNow innovations that can deliver measurable business value. Required technical skills and competencies:

- 5+ years of experience with the ServiceNow platform across development, operations or administration.
- Strong experience managing ServiceNow platforms in large enterprise environments.

- Strong knowledge of ITSM processes and modules including Incident, Problem, Change and CMDB.
- Solid proficiency in JavaScript, Flow Designer, Business Rules, Script Includes and UI Policies.

- Strong experience with ServiceNow configuration, scripting, integrations and automation.
- Experience with REST and SOAP APIs, MID Servers, IntegrationHub and SSO.
- Strong understanding of ITIL, Agile and DevOps methodologies.

- Experience with ServiceNow platform upgrades, patching, cloning and release management.
- Strong production support, troubleshooting and root-cause analysis skills.
- Excellent communication and technical documentation skills.

- ServiceNow Certified System Administrator (CSA) certification is mandatory.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change.

Applicants are advised to confirm the latest information directly on the company website before applying.

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