Senior ServiceNow Developer

Location: India (preferable Pune) | Full-Time

Experience: 7+ years in ServiceNow development & implementation | Core Focus: CSM, ITSM, ITOM, Integrations

About the Role

We are seeking a Senior ServiceNow Developer to lead the design and delivery of ITOM, CSM, and ITSM solutions on the Now [SS1] [SS2] Platform. You will act as a technical authority on the team owning solution design, mentoring developers, and working directly with customer stakeholders to deliver scalable, upgrade-safe implementations aligned with ServiceNow best practices.

Key Responsibilities

- Design and build CSM solutions — case management, service portal/Next Experience, entitlements, accounts/contacts, omni-channel, and customer workflows.
- Lead the technical design and development of ITOM solutions — Discovery, Service Mapping, Event Management, and CMDB/CSDM alignment.
- Configure and extend ITSM processes — Incident, Problem, Change, Request, Knowledge, and SLA management — and align them with ITOM event-to-incident and CMDB-driven workflows.
- Architect and build integrations (REST/SOAP, MID Server, Integration Hub spokes) with monitoring tools, CRM, and third-party platforms.
- Develop reusable components using scripting (Glide, Script Includes, Business Rules), Flow Designer, UI Builder, and Workspaces.
- Conduct code reviews, enforce coding standards, and guide technical decisions around performance, security, and upgradability.
- Mentor mid- and junior-level developers; support estimation, sprint planning, and delivery governance.
- Troubleshoot complex production issues, perform root-cause analysis, and drive permanent fixes.
- Collaborate with architects, functional consultants, and customer stakeholders to translate requirements into robust solutions.

Required Skills & Experience

- 7+ years of ServiceNow development experience,



including multiple end-to-end implementations.
- Deep hands-on expertise in CSM: case management, CSM configuration, portals, SLAs, and customer-facing workflows.
- Strong experience in ITOM: Discovery, Service Mapping, Event Management, Cloud Management, and MID Server.
- Solid exposure to ITSM: Incident, Problem, Change, Request, Knowledge, SLAs, and Service Catalog design.
- Strong command of CMDB/CSDM, data modeling, and Identification & Reconciliation (IRE).
- Certifications: CSA required; CIS-ITOM/CIS-Discovery and CIS-CSM strongly preferred; CAD and CIS-ITSM a plus.
- ITIL 4 or above foundations certification
- Excellent communication, leadership, and stakeholder-management skills.

Technical Skills

- Scripting: advanced JavaScript, GlideRecord/GlideAjax/GlideSystem APIs, Script Includes, Business Rules, Client Scripts, UI Policies/Actions, Scheduled Jobs.
- Integrations: REST/SOAP (inbound & outbound), Scripted REST APIs, OAuth 2.0/Basic/mutual auth, JSON/XML, Import Sets, Transform Maps, MID Server, Integration Hub, spoke-based integrations.
- Automation & UI: Flow Designer, Workflow Studio, Playbooks, Service Portal, UI Builder, Next Experience, Agent/CSM Workspaces, Virtual Agent.
- ITOM/CMDB: Discovery patterns & credentials, Service Mapping, Event rules/alert management, Cloud Discovery, CMDB Health, CI Class Manager, Import-based CMDB loads.
- Security & data: ACLs, Domain Separation, data policies, encryption, performance tuning, indexing, and query optimization.
- Delivery tooling: Update Sets, Source Control/Git, ServiceNow DevOps, CI/CD pipelines, ATF, Studio/Script Debugger, Instance Scan, Agile/Scrum with Jira or ServiceNow SPM.

Positive to Have

Exposure to Now Assist/AI capabilities, AIOps/Predictive Intelligence, other ServiceNow Capabilities and modules and experience in a client-facing delivery role.

[SS1]ServiceNow?

[SS2]ServiceNow usually known and call as Now platform

📌 Servicenow Developer (Pune)
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📍 Pune