Job Description

This is a remote position.

Job Title: Service Now L2/L3 Developer
Location: Remote
Shift: 2:30 PM – 11:30 PM IST
Experience: 4–6 Years
Role Summary

We are looking for a hands-on Service Now L2/L3 Developer with 4–6 years of experience in Service Now development, configuration, troubleshooting, and platform maintenance. The ideal candidate must have strong ITSM experience, hands-on exposure to Service Now upgrades, Service Portal, and Employee Center, along with experience in HRSD or at least one other Service Now module.

The role involves developing and enhancing Service Now applications, resolving L2/L3 technical issues, supporting platform upgrades, managing integrations, and improving platform stability and user experience.

Key Responsibilities
1. Service Now Development & Configuration

- Develop, configure, and enhance Service Now applications, modules, workflows, catalog items, forms, and automation solutions.

- Work on Business Rules, Script Includes, Client Scripts, UI Policies, and Flow Designer.

- Develop reusable, scalable solutions following Service Now best practices.

- Handle incidents, service requests, defects, and enhancements in line with business SLAs.

2. ITSM & Module Experience

- Demonstrate strong hands-on experience with Service Now ITSM.

- Have working experience in HRSD or at least one additional Service Now module, such as ITOM, CSM, ITAM, or another relevant module.

- Support configuration, customization, and troubleshooting across the relevant modules.

3. Platform Upgrades & Maintenance

- Participate in Service Now platform upgrades, patching, regression testing, and post-upgrade stabilization.

- Review and remediate skipped records during upgrades.

- Support clone activities and manage development, test,



and production environment alignment.

- Troubleshoot upgrade-related issues and ensure platform stability.

4. Service Portal & Employee Center

- Develop, configure, and enhance Service Portal and Employee Center experiences.

- Work on portal widgets, UI configurations, forms, and CSS customizations.

- Improve the employee experience through user-friendly and responsive portal solutions.

- Support catalog items and employee self-service functionality.

5. Integrations & Automation

- Develop and maintain REST and SOAP integrations.

- Support integrations with external systems and Service Graph Connectors.

- Work with CMDB, Discovery, and related automation initiatives where applicable.

- Identify opportunities to automate manual processes and improve operational efficiency.

6. L2/L3 Support & Troubleshooting

- Investigate and resolve complex technical issues involving scripts, workflows, integrations, and UI configurations.

- Perform root cause analysis and implement permanent fixes for recurring issues.

- Support platform incidents and escalations while ensuring timely resolution.

- Maintain technical documentation and follow established support processes.

7. Collaboration & Delivery

- Work with architects, administrators, business stakeholders, and cross-functional teams to understand requirements.

- Provide technical recommendations and deliver solutions aligned with business needs.





- Communicate progress, risks, and issue status clearly.

- Ensure quality delivery and adherence to development standards and SLAs.

Required Qualifications
Experience

- 4–6 years of hands-on Service Now development and configuration experience.

- Strong and demonstrable experience in Service Now ITSM.

- Hands-on experience with Service Now platform upgrades, including regression testing and skipped record remediation.

- Practical experience with both Service Portal and Employee Center.

- Experience in HRSD or at least one additional Service Now module, such as ITOM, CSM, or ITAM.

Technical Skills

- Strong Java Script and Service Now scripting knowledge.

- Experience with Business Rules, Script Includes, Client Scripts, UI Policies, and Flow Designer.

- Hands-on experience with REST/SOAP integrations.

- Understanding of Service Now platform administration, troubleshooting, and maintenance.

- Knowledge of CMDB, Discovery, and Integration Hub is an advantage.

Certifications

- Service Now Certified System Administrator (CSA) preferred.

- Certified Application Developer (CAD) or Certified Implementation Specialist (CIS) is an added advantage.

Preferred Skills

- Exposure to Service Now Now Assist, AI Control Tower, or AI-driven workflows.

- Experience with Service Mapping or Service Graph Connectors.

- Familiarity with ITIL processes and enterprise Service Now implementations.

Core Competencies

- Strong analytical, troubleshooting, and problem-solving skills.

- Positive communication and stakeholder management abilities.

- Ownership mindset with the ability to manage technical issues independently.

- Ability to work effectively in a fast-paced enterprise setting.

📌 ServiceNow/Developer (India)
🏢 TriluxTech
📍 India