We are seeking a highly experienced and versatile ServiceNow Engineer/Consultant to join our team in Gurugram. This is a senior, multifaceted role that will serve as a key technical escalation point on-site in India. You will be instrumental in owning specific ServiceNow modules, acting as a Subject Matter Expert (SME), and driving the platform's capabilities, stability, and security. You'll also be crucial in mentoring junior team members and fostering a culture of continuous improvement within our global team.

Key Responsibilities :

ServiceNow Module Ownership & SME :

- Take ownership of various ServiceNow modules, including but not limited to ITSM (IT Service Management), Discovery, Event Management, SPM (Strategic Portfolio Management), IntegrationHub, and Midservers.

- Function as the go-to Subject Matter Expert (SME) for these tools, providing deep technical guidance and support.

- Maintain up-to-date knowledge of all applicable coding languages (e.g., JavaScript, GlideScript) and security best practices within the ServiceNow ecosystem.

Platform Development & Integration :

- Design, develop, and build new platform capabilities utilizing Flow Designer and custom code.

- Implement and manage complex integrations with external systems using IntegrationHub, REST/SOAP APIs, and other relevant technologies.

- Ensure the stability, security, and optimal performance of the ServiceNow instance.

Incident & Problem Management :

- Efficiently work on incoming platform tickets and incidents, providing timely resolution and root cause analysis.

- Act as a point of escalation for complex issues, providing expert-level troubleshooting and support.

Innovation & Education :

- Ideate and propose new capabilities and features within ServiceNow to enhance business processes and user experience.

- Develop and deliver comprehensive documentation and training materials on ServiceNow capabilities.

- Provide continuous education and mentorship to junior skillset team members across global positions, fostering their growth and expertise.

Collaboration & Communication :

- Work effectively across multiple workstreams, managing priorities efficiently and communicating expectations and status clearly.

- Demonstrate a strong grasp of team interoperation and collaboration, facilitating seamless teamwork across global teams.

- Ensure compliance with organizational security policies and best practices for SaaS platforms.

Qualifications :

- Working knowledge and hands-on experience with ServiceNow capabilities involving ITSM, ITOM (Discovery, Event Management, ServiceWatch), and SPM.

- Strong configuration skills for base ServiceNow capabilities.

- Proven experience with platform integration models, including hands-on experience with IntegrationHub.

- Familiarity with Midservers and their architecture within the ServiceNow environment.

- Solid understanding of security architecture for SaaS platforms.

- Proficiency in ServiceNow development tools, including Flow Designer, JavaScript, and GlideScript.

- Demonstrated ability to handle multiple workstreams efficiently with clear communication.

- Experience in providing education and mentorship to junior team members.

- Capable of delivering high-quality documentation and training on ServiceNow capabilities.

- Excellent problem-solving, analytical, and communication skills.

- ServiceNow Certifications (e.g., Certified System Administrator, Certified Application Developer, ITSM Implementation Specialist, ITOM Implementation Specialist) are highly preferred.

- Bachelor's degree in Computer Science, Information Technology, or a related field.