Role & responsibilities

Job Title: ServiceNow Developer ITSM, ITOM & Integrations
Position: Software Engineer
Experience: 5–8 Years
Category: Software Development & Support
Shift: 5:30 PM to 2:30 AM
Work Mode: Hybrid
Primary Location: Chennai
Secondary Location: Hyderabad
Employment Type: Full Time
Job Role Summary
We are looking for a strong ServiceNow Developer with 3–8 years of hands on experience in ServiceNow platform development, configuration, customization and integrations.
The candidate should possess strong technical expertise in the Now Platform, IT Service Management and IT Operations Management. The role requires experience developing and supporting integrations with monitoring tools, infrastructure platforms and enterprise systems.
The position will primarily focus on ServiceNow development, ITOM configuration, CMDB integration, event to alert automation and platform integrations, with additional involvement in troubleshooting, deployment and production support.
Experience in telecom, network operations, OSS/BSS, service assurance or infrastructure monitoring environments will be an advantage.
Key Responsibilities
Design, develop, configure and enhance solutions on the ServiceNow platform.
Develop scalable, secure and maintainable ServiceNow applications and customizations.
Develop and maintain:
Business Rules
Script Includes
Client Scripts
UI Policies
UI Actions
Data Policies
ACLs
Events and notifications
Scheduled jobs
Develop workflows and process automation using Flow Designer and IntegrationHub.
Configure and enhance ITSM capabilities, including:
Incident Management
Problem Management
Change Management
Request Management
Knowledge Management
Service Catalog
Design, configure and enhance ITOM capabilities.
Work with ITOM related processes and capabilities such as:
Discovery
MID Server
Event Management
Alert Management
Service Mapping
ITOM Visibility
Monitoring tool integrations
Event correlation and alert grouping
Alert to incident automation
CI identification and reconciliation
Operational dashboards and service health
Configure and troubleshoot MID Servers, credentials, Discovery schedules and connectivity.
Develop and support integrations between ServiceNow and monitoring, cloud, infrastructure and enterprise systems.
Develop and troubleshoot integrations using:
REST APIs
SOAP APIs
IntegrationHub
JSON and XML
Import Sets and Transform Maps
Event connectors
Web services
Support event ingestion, normalization, correlation, alert creation and incident generation.
Work with CMDB classes, CI relationships,



identification rules and reconciliation rules.
Support CMDB data quality, duplicate prevention and service impact modelling.
Troubleshoot Discovery, MID Server, event processing, integration and performance issues.
Develop unit, functional and automated test coverage.
Support update set management, deployments, releases and post deployment validation.
Collaborate with architects, business analysts, product owners, infrastructure teams and client stakeholders.
Translate business and operational requirements into maintainable technical solutions.
Prepare technical designs, integration specifications, deployment instructions, runbooks and knowledge transfer documentation.
Contribute to platform optimization, automation and continuous improvement.

Key Mandatory Skills
ServiceNow Platform Development
3–8 years of hands on ServiceNow development experience.
Strong understanding of ServiceNow platform architecture, application scope and data model.
Strong hands on experience with:
Business Rules
Script Includes
Client Scripts
UI Policies
UI Actions
Data Policies
ACLs
Events and notifications
Scheduled jobs
Strong JavaScript development skills.
Strong understanding of client side and server side scripting.
Experience with GlideRecord, GlideAggregate, GlideAjax and ServiceNow APIs.
Experience with scalable and maintainable scoped application development.
Good understanding of ServiceNow coding, security and performance best practices.
ITOM – Mandatory
Hands on ServiceNow ITOM implementation, development or operational support experience.
Practical experience with at least two of the following:
Discovery
Event Management
Service Mapping
ITOM Visibility
Health Log Analytics
Metric Intelligence
Good understanding of MID Server architecture and operation.
Experience configuring or troubleshooting Discovery schedules, credentials and patterns.
Experience with event ingestion, alert generation, alert correlation and incident creation.
Understanding of event, alert and incident relationships.
Experience integrating infrastructure or network monitoring systems with ServiceNow.
Ability to troubleshoot ITOM workflows and integrations independently.
CMDB and CSDM – Mandatory




Good understanding of CMDB classes, tables and relationships.
Understanding of Configuration Items and their relationship to services.
Experience with CI identification, duplicate prevention and reconciliation.
Understanding of the Identification and Reconciliation Engine.
Ability to support CI data quality and service impact requirements.
Working knowledge of CSDM concepts.
ITSM – Mandatory
Solid working knowledge of ServiceNow ITSM.Hands on experience with two or more of the following:
Incident Management
Problem Management
Change Management
Request Management
Knowledge Management
Service Catalog
Understanding of ITIL processes and their implementation in ServiceNow.
Experience with alert to incident and CI to incident relationships is preferred.
Integrations – Mandatory
Hands on experience developing ServiceNow integrations.
Experience with REST and/or SOAP APIs.
Experience working with JSON and XML payloads.
Experience integrating ServiceNow with monitoring, cloud or infrastructure systems.
Experience with IntegrationHub and Flow Designer.
Experience with Import Sets, Transform Maps and data validation.
Understanding of authentication, correlation IDs, idempotency, retry, logging and error handling.
Other Mandatory Capabilities
Solid debugging and root cause analysis skills.
Good understanding of ServiceNow tables, relationships and data models.
Ability to analyse requirements and convert them into technical solutions.
Ability to work independently on assigned enhancements and defects.
Good communication and stakeholder management skills.
Ability to work during the specified shift.
Good to Have
Experience integrating with IBM Netcool, Datadog or similar monitoring platforms.
Experience with AWS or Azure infrastructure integrations.
Experience with telecom network monitoring, NOC or service assurance processes.
Experience with OSS/BSS or network inventory systems.
Experience configuring or developing NOC Workspace.
Experience with Service Graph Connectors.
Experience with Discovery patterns or Pattern Designer.
Experience with Domain Separation.
Experience with Automated Test Framework.
Experience with ServiceNow upgrades and platform administration.
Experience with GitHub, CI/CD and DevOps practices.

ServiceNow certifications such as:
Certified System Administrator
Certified Application Developer
Certified Implementation Specialist – Discovery
Certified Implementation Specialist – Event Management
Relevant ITSM or ITOM certification

Preferred candidate profile

📌 Servicenow Developer (Hyderabad)
🏢 Srinav
📍 Hyderabad