Job Description

REQUIREMENTS:

• Total experience: 12+ years.
• Strong experience in leading and establishing a Service Now Center of Excellence (CoE).
• Hands-on expertise with Service Now App Engine for low-code/no-code application development.
• Strong experience with Service Now AI capabilities including Now Assist, Predictive Intelligence, Virtual Agent, AI Search, and Automation Engine.
• Extensive experience across ITSM, ITOM, ITAM, GRC, and CSM modules.
• Strong understanding of Service Now platform architecture, governance, scalability, and best practices.
• Proven experience in building reusable accelerators, frameworks, workflows, integrations, APIs, templates, and automation assets.
• Strong expertise in Service Now integrations, scripting, and platform customization.
• Experience driving platform standardization, governance, and enterprise-wide adoption.
• Experience enabling and governing citizen development initiatives.
• Solid leadership experience managing architects, developers, administrators, and business analysts.
• Experience working in Agile environments and enterprise digital transformation programs.
• Excellent stakeholder management, communication, problem-solving, and decision-making skills.
• Service Now certifications such as CSA, CIS, CAD, CTA, App Engine, or AI certifications are preferred.

RESPONSIBILITIES:

• Define and execute the vision, roadmap, governance model, and operating framework for the Service Now CoE.
• Establish standards, best practices, reusable design patterns,



and governance mechanisms across the platform.
• Lead architecture, design, and implementation of Service Now solutions across enterprise functions.
• Drive adoption of App Engine and low-code/no-code capabilities to accelerate business innovation.
• Lead implementation and adoption of AI-powered capabilities including Now Assist, Predictive Intelligence, Virtual Agent, AI Search, and Automation Engine.
• Develop and maintain reusable accelerators, integration frameworks, workflows, APIs, templates, and automation components.
• Promote platform scalability, standardization, governance compliance, and asset reusability.
• Collaborate with business and technology stakeholders to identify opportunities for automation and AI-driven transformation.
• Enable citizen development while ensuring security, governance, and architectural compliance.
• Build, mentor, and lead high-performing cross-functional teams.
• Establish training programs, playbooks, and best practices for Service Now adoption and development.
• Evaluate emerging Service Now capabilities and drive continuous platform innovation.
• Monitor platform usage, adoption, automation outcomes, and accelerator utilization to drive continuous improvement.
• Lead innovation initiatives, hackathons, and internal accelerator programs to maximize business value from the Service Now platform.

Qualifications

Bachelor’s or master’s degree in computer science, Information Technology, or a related field

📌 Principal Engineer (India)
🏢 Nagarro
📍 India