Service Now Engineer

Position Summary

The Service Now Engineer is responsible for the administration, development, configuration, integration, and ongoing optimization of Suffolks Service Now 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 Service Now technical expertise with an understanding of ITIL/ITSM processes and the ability to translate business requirements into effective platform solutions.

Key Responsibilities: Service Now Platform Engineering: Configure, develop, administer, and support the Service Now 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 Service

Now 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 Service Now 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 Service Now and enterprise platforms using REST/SOAP APIs, Integration Hub, MID Server, and other integration technologies.





Integrate Service

Now 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 Service Now AI and automation capabilities to improve employee and IT support experiences.

CMDB & Data Quality: Support the architecture, governance, and ongoing health of the Service Now 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 Service Now solutions. Recommend platform improvements based on business needs and Service Now best practices. Develop technical documentation, process documentation, and support procedures. Provide technical guidance and support to Service Now administrators, analysts, and IT teams.

Qualifications: 35+ years of hands-on Service Now administration, engineering, or development experience. Strong experience with Service Now ITSM modules and Service Catalog.

Experience with Java Script, Flow Designer, Business Rules, Client Scripts, UI Policies, and ACLs.





Experience developing REST API integrations and working with Integration Hub and MID Server. Working knowledge of CMDB, Discovery, and configuration management concepts. Understanding of ITIL and enterprise IT service-management practices.

Experience supporting Service Now upgrades and application releases. Solid troubleshooting, analytical, documentation, and communication skills. Ability to work independently while collaborating across infrastructure, applications, security, service delivery, and business teams.

Preferred Qualifications: Service Now Certified System Administrator (CSA).

Service Now Certified Application

Developer (CAD) or relevant implementation certifications. ITIL Foundation certification.

Experience with Service Now ITOM, Discovery, Service Mapping, HAM/SAM, Employee Center, or Performance Analytics .

Experience integrating Service Now with Microsoft Entra ID, Intune, Azure, Microsoft 365, or other enterprise platforms.

Experience with Service Now AI capabilities, including Now Assist and AI-driven service management.

Experience working within a large, geographically distributed enterprise environment.

Key Competencies: Service Now Platform Engineering ITSM / ITIL Workflow Automation API & Systems Integration CMDB / Configuration Management Java Script 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 Service Now 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