Presidio, Where Teamwork and Innovation Shape the Future

At Presidio, we're at the forefront of a global technology revolution, transforming industries through cutting-edge digital solutions and next-generation AI. We empower businesses - and their internal customers - to achieve more through innovation, automation, and intelligent insights.

The Role

- Manage day-to-day administration of the Service Now platform, including instance configuration, system properties, scheduled jobs, and performance monitoring across production and sub-production environments
- Maintain user accounts, roles, groups, and access control lists (ACLs) in compliance with security policies and least-privilege principles
- Plan and execute platform upgrades, patches, and hotfixes — coordinating with stakeholders to minimize disruption and conducting post-upgrade validation and regression testing
- Configure and maintain core ITSM modules including Incident, Problem, Change, Request, Service Catalog, and Knowledge Management to align with ITIL best practices
- Develop and maintain workflows, business rules, client scripts, UI policies, and notifications to automate and streamline service management processes
- Manage integrations between Service Now and enterprise systems using REST/SOAP APIs, Integration Hub, and MID Servers — monitoring data flows and troubleshooting integration failures
- Collaborate with Solutions Engineering and Service Delivery teams to gather requirements, evaluate platform capabilities, and implement scalable configurations for client-facing and internal operations
- Build and maintain dashboards, reports, and Performance Analytics widgets to provide operational visibility into platform health, SLA compliance, and service delivery metrics
- Conduct regular platform health checks, audit user activity and role assignments, and ensure adherence to governance standards and compliance requirements
- Maintain comprehensive documentation of platform configurations, integration architectures, troubleshooting procedures, and operational runbooks — supporting knowledge transfer across the platform team

Technology/Area of Specialization:





- Familiarity with Service Now platform administration across ITSM, ITOM, CMDB, and Service Catalog modules — including instance management, update sets, and system properties configuration
- Familiarity with Service Now scripting and automation capabilities including Java Script, Glide Script, Business Rules, Client Scripts, Flow Designer, and Orchestration
- Familiarity with integration technologies including REST/SOAP APIs, MID Servers, LDAP, SSO/SAML, and Integration Hub for enterprise system connectivity

Basic Knowledge, Skills, and Abilities:

- Strong analytical and troubleshooting skills; ability to methodically diagnose platform issues, isolate root causes, and implement reliable fixes
- Clear written and verbal communication skills; ability to document technical configurations and explain platform capabilities to non-technical stakeholders
- Detail-oriented with a focus on configuration hygiene, update set discipline, and consistent adherence to platform governance standards
- Ability to manage competing priorities across platform operations, incident response, and project-driven configuration work
- Collaborative mindset with comfort working across distributed, cross-functional teams spanning multiple time zones
- Self-directed learning orientation — proactively tracks Service Now releases, new features, and community best practices to continuously improve platform operations

Required Skills:

- – years of hands-on experience in Service Now platform administration in an enterprise setting, preferably within IT services, managed services, or technology consulting
- Practical experience configuring ITSM modules (Incident, Problem, Change, Request, Service Catalog) and working with CMDB, update sets, ACLs, and system administration tasks
- Working knowledge of Java Script, Glide Script, REST/SOAP APIs,



and MID Server administration; experience with Flow Designer or Orchestration preferred
- Service Now Certified System Administrator (CSA) preferred; ITIL Foundation certification desirable; bachelor's degree in computer science, Information Technology, or related field — or equivalent hands-on experience

Competencies Required:

- Analytical Thinking
- Attention to Detail
- Initiative and Persistence
- Collaboration and Teamwork
- Adaptability
- Continuous Learning

Your future at Presidio
Joining Presidio means stepping into a culture of trailblazers - thinkers, builders, and collaborators - who push the boundaries of what's possible. With our expertise AI-driven analytics, cloud solutions, cybersecurity, and next-gen infrastructure, we enable businesses to stay ahead in an ever-evolving digital world.

Here, your impact is real. Whether you're harnessing the power of Generative AI, architecting resilient digital ecosystems, or driving data-driven transformation, you'll be part of a team that is shaping the future.

Ready to innovate? Let's redefine what's next-together.

About Presidio
Presidio is committed to hiring the most qualified candidates to join our amazing culture. We aim to attract and hire top talent from all backgrounds, including underrepresented and marginalized communities. We encourage women, people of color, people with disabilities, and veterans to apply for open roles at Presidio. Diversity of skills and thought is a key component to our business success.

At Presidio, speed and quality meet technology and innovation. Presidio is a trusted ally for organizations across industries with a decades-long history of building traditional IT foundations and deep expertise in AI and automation, security, networking, digital transformation, and cloud computing. Presidio fills gaps, removes hurdles, optimizes costs, and reduces risk. Presidio's expert technical team develops custom applications, provides managed services, and enables actionable data insights and builds forward-thinking solutions that drive strategic outcomes for clients globally.

📌 Senior Engineer - ServiceNow (India)
🏢 Presidio
📍 India