Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

This position is responsible for the delivery and execution of projects and initiatives within DPS – Enterprise Technology. DPS – Enterprise Technology setup enables Prudential to delivery technology as a Product to both internal & external customers.

The role will work closely with Sr. Manager – Process Management & Integration to enhance Service Now ITOM capabilities and should possess experience specializing in IT Operations Management (ITOM), including CMDB, Discovery, Service Mapping and Event Management. The role requires strong technical expertise in Service Now platform development, close collaboration with infrastructure and operations teams, and the ability to deliver scalable, enterprise-grade ITOM solutions aligned to organizational standards and governance.

Job Description

- Implement and enhance Service Now ITOM modules including Discovery, Service Mapping, CMDB, and CMDB Health.
- Configure and maintain MID Servers, credentials, and discovery schedules across on‑prem, cloud, and hybrid environments.
- Design CMDB data models, CI classes, relationships, identification and reconciliation rules, and governance processes.
- Develop platform configurations and customizations using Business Rules, Script Includes, Client Scripts, UI Policies, and Flow Designer.
- Build and support integrations using REST/SOAP APIs, Integration Hub,



and custom spokes.
- Create dashboards and reports to track ITOM KPIs such as coverage, CI health, event reduction, and MTTR.
- Provide L2/L3 production support, perform root‑cause analysis, and implement preventive fixes.
- Follow SDLC best practices including Update Sets, source control, testing, and release/change management.
- Collaborate with architects, process owners, and platform teams to align ITOM solutions with enterprise roadmaps.
- Create technical documentation, runbooks, and knowledge articles.

Job Requirement

- Experience Level: 6-9 years of Service Now development experience with strong ITOM focus.
- Education Level: Bachelor’s degree in Engineering, Computer Science, or related discipline.
- Hands‑on expertise in Service Now ITOM modules: Discovery, Service Mapping, CMDB / CMDB Health.
- Solid scripting skills in Java Script and Glide APIs.
- Solid understanding of CMDB concepts, CI lifecycle, relationships, and data governance.
- Experience working with Service Now SDLC practices including Update Sets, instance management, and release processes.
- Ability to troubleshoot complex issues and optimize existing implementations for performance and maintainability.
- Experience with MID Server configuration and troubleshooting.
- Understanding of ITIL processes such as Incident, Problem, and Change Management.
- Experience integrating monitoring tools such as Dynatrace, App Dynamics, Solar Winds, Splunk, or similar.
- Familiarity with ATF, Service Now release management, and instance management.
- Familiarity with Service Now best practices for upgrades and instance health.
- Experience in agile delivery environments and collaboration with cross-functional teams.
- Service Now certifications such as CSA, CIS‑Discovery, CIS‑Service Mapping, CIS‑Event Management, or CIS‑ITOM.

📌 ServiceNow ITOM Developer (India)
🏢 Prudential
📍 India