Lead support activities across core ServiceNow ITSM modules including:

o Incident Management o Problem Management o Up-to-date 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

- Collaborate with stakeholders, product owners, and technical teams to gather requirements, resolve issues, and deliver enhancements.
- Drive ITSM process improvements and continuous service optimization.
- Act as a technical and functional escalation point and mentor junior team members

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