Role and Responsibility

- Customize, configure, develop, and maintain the ServiceNow platform in an enterprise setting, covering ITSM modules such as Incident, Problem, Change, Request, Service Catalog, Asset Management, Knowledge, and related workflows.

- Design, build, and support ServiceNow solutions using Business Rules, Client Scripts, UI Policies, UI Actions, Record Producers, Flow Designer, and Workflow, ensuring code quality and adherence to ITIL best practices.

- Manage and maintain the Configuration Management Database (CMDB), ensuring data accuracy, integrity, governance, and alignment with enterprise standards.

- Administer, configure, and optimize ServiceNow Discovery, including MID Servers, credentials, schedules, access, and discovery configurations; validate discovery results and troubleshoot errors.

- Design, deploy, and support Service Mapping for on-premises and cloud services, including creation and optimization of patterns and resolution of mapping issues

- Implement and manage Identification and Reconciliation rules and integrate multiple data sources populating the CMDB.

- Identify, investigate, and resolve application, scripting, integration, Discovery, and Service Mapping issues through to resolution.

- Design and implement integrations using REST and SOAP APIs, Transform Maps, Table APIs, and external system connections.

- Participate in ServiceNow platform activities including upgrades, cloning, update set management, and production deployments.

- Review existing operational processes and recommend improvements to enhance service quality,



efficiency, and platform maturity.

- Identify and implement automation opportunities to reduce manual effort and repetitive operational tasks.

- Drive adoption of self-service capabilities, standardized workflows, and knowledge articles across support teams.

- Train and enable operations and support teams on ServiceNow processes, workflows, and platform usage.

- Develop and maintain technical documentation, procedures, and operational guidelines.

- Assist in creating and maintaining reports, dashboards, and metrics supporting ITSM and ITOM functions.

- Collaborate closely with stakeholders to translate business requirements into scalable and sustainable technical solutions.

Knowledge and experience required

- 5 years of working experience in ServiceNow

- Strong experience with ITSM development and configuration.

- Proven hands-on experience with CMDB, Discovery, and Service Mapping.

- Solid understanding of Configuration Management principles and ITIL practices.

Experience with:

- Client-side and Server-side scripting (JavaScript, Glide API)

- Business Rules, UI Policies, UI Actions

- Flow Designer / Workflow

- REST & SOAP APIs

- MID Servers

- Transform Maps and Table APIs

- Experience with ServiceNow upgrades, cloning, and update sets.

- Familiarity with authentication mechanisms (Basic, OAuth, Certificate).

- Working knowledge of HTML and CSS.

- Experience working in Agile development environments.

- Ability to translate business requirements into technical designs and solutions.

📌 Servicenow Developer (Gurugram)
🏢 Egon Zehnder
📍 Gurugram