Platform Administration & Configuration
• Carry out admin, configuration, and development activities across ServiceNow ITSM modules – Incident Management, Problem Management, Change Management, Knowledge Management, CMDB, Service Requests, SLM, and Virtual Agent.
• Configure and support non-ITSM modules, including ITOM, ITBM, HRSD, and CSM.
• Build and maintain UI Actions, UI Policies, and Access Control Lists (ACLs) to manage platform behaviour and security.
• Use ACLs to control the security mechanism in ServiceNow, governing user access to data and functions.
• Plan and perform platform upgrades, validating functionality and minimising disruption to live services.
• Maintain accurate configuration data within the CMDB to support reliable, well-governed services.

Development & Technical Solutions
• Develop technical solutions, implement them, and perform component integration tests against business requirements.
• Write various server-side scripts using Script Includes and related scripting techniques.
• Develop and maintain the Employee Self-Service (ESS)



portal through Content Management.
• Understand business needs and the need to standardise processes, building this into the platform design.
• Apply familiarity with SQL, HTML, and CSS to extend and customise platform functionality.
• Document technical designs and configurations to support maintainability and knowledge sharing.
• Experience with Now Assist for ITSM (incident summarization, resolution notes etc)
• Awareness of GenAI and Agentic AI capabilities in ServiceNow (AI Search, Virtual Agent)

Integration
• Integrate ServiceNow with other systems using SOAP and REST APIs.
• Support integration of ServiceNow (SNOW) with monitoring solutions.
• Collaborate with various cross-functional teams to define and determine integration requirements.

Collaboration & Continuous Improvement
• Collaborate with cross-functional teams to gather requirements and deliver fit-for-purpose solutions.
• Communicate clearly,

📌 ServiceNow Developer (Gurugram)
🏢 Akkodis
📍 Gurugram