ServiceNow Developer/Implementation Specialist

About the Role :

We are looking for an experienced ServiceNow Developer / Implementation Specialist with strong expertise in the ITSM module and hands-on experience in implementing scalable ServiceNow solutions. The ideal candidate should have strong technical capabilities in platform customization, integrations, workflow automation, and a good understanding of Generative AI / Agentic AI use cases within enterprise service management.

This role will be responsible for designing, developing, and optimizing ServiceNow solutions while driving innovation through AI-powered automation.

Key Responsibilities :

ServiceNow Development & Implementation :

- Lead end-to-end design, development, configuration, and implementation of ServiceNow solutions primarily across the ITSM suite, including :

a. Incident Management

b. Problem Management

c. Change Management

d. Request Management

e. Service Catalog

f. CMDB

g. Knowledge Management

- Develop and maintain custom ServiceNow applications, modules, and enhancements.

- Build and manage :

a. Workflows / Flow Designer solutions

b. UI Policies

c. Business Rules

d. Client Scripts

e. Script Includes

f. Access Controls (ACLs)

- Ensure solutions are scalable, secure, and aligned with ServiceNow best practices.

- Participate in code reviews and maintain coding standards across implementations.

- Troubleshoot production issues and provide technical resolutions.

Integration & Automation :

- Design and implement integrations between ServiceNow and enterprise systems using :

a.REST APIs

b. SOAP APIs

c. MID Server

d. IntegrationHub

- Automate business processes to improve operational efficiency.

- Collaborate with cross-functional teams for seamless data exchange and workflow orchestration.

GenAI / Agentic AI (Preferred) :

- Hands-on exposure to Generative AI and AI Agent workflows within ITSM environments.

- Build AI-driven solutions for :

a. Intelligent ticket routing

b. Automated incident categorization

c. Knowledge article generation

d. Predictive incident management

Workflow optimization

- Experience integrating AI models with ServiceNow Virtual Agent / Chatbots.

- Understand how AI agents can augment service operations and enhance user experience.

Required Skills :

- Strong experience in ServiceNow Development & Administration

- Expertise in ITSM modules

- Strong scripting skills : JavaScript, Glide APIs

- Experience in ServiceNow Flow Designer / Workflow Engine

- Integration experience using REST / SOAP / MID Server

- Good understanding of CMDB and Discovery concepts

- Experience in debugging, optimization, and performance tuning

- Strong communication and stakeholder management skills

Preferred Skills :

- ServiceNow CSA / CAD / CIS certifications

- Experience in ServiceNow Virtual Agent

- Exposure to GenAI tools such as OpenAI, Azure OpenAI, Gemini, Claude, etc.

- Experience with ITOM / HRSD / CSM modules is a plus

Qualification :

- Bachelors degree in Engineering / Computer Science / IT or equivalent

Why Join Us :

- Opportunity to work on enterprise-scale ServiceNow implementations

- Exposure to next-gen AI-powered service management solutions

- Collaborative and growth-oriented work culture

- Strong career progression opportunities