Company Name : Willware Technologies

Experience : 6+ Years

Location : Bangalore , Chennai , Hyderabad , Gurugram , Pune , Kolkata

Job Overview :

Willware Technologies is looking for an experienced ServiceNow Playbook Expert with strong expertise in Playbook Designer, workflow automation, integrations, and ServiceNow platform development.

The ideal candidate should have hands-on experience in designing and implementing operational workflows, automation solutions, and transformation initiatives on the ServiceNow platform.

The candidate will work closely with business stakeholders, technical teams, and operations teams to design scalable playbook-driven solutions that improve operational efficiency, streamline incident response, and enhance service management processes.

Key Responsibilities :

- Design, develop, and implement solutions using ServiceNow Playbook Designer and Flow Designer.

- Develop and customize workflows, automation processes, and operational playbooks aligned with business and IT operations requirements.

- Work extensively on ServiceNow scripting including JavaScript, Glide API, Business Rules, Script Includes, UI Policies, and Flow automation.

- Develop integrations with third-party applications and enterprise tools using REST APIs, SOAP APIs, and IntegrationHub.

- Collaborate with infrastructure, operations, and support teams to automate Incident Management, Problem Management, Event Management, and operational workflows.

- Participate in migration and transformation projects from legacy platforms to ServiceNow.

- Work on CMDB configurations, CI relationships, and ServiceNow data model management.

- Configure and enhance Decision Tables, UI Builder components, and Service Portal functionalities when required.

- Support troubleshooting, root cause analysis, testing, deployment, and production support activities.

- Collaborate with stakeholders to gather requirements, define technical solutions, and ensure successful project delivery.

- Follow ServiceNow development best practices, governance standards, and Agile/Scrum methodologies.

Required Skills :

- Strong experience in ServiceNow platform development with 48+ years of relevant experience.

- Hands-on expertise in Playbook Designer, Flow Designer, IntegrationHub, JavaScript, and Glide API.

- Strong understanding of ITSM and ITOM processes including Incident Management, Problem Management, and Event Management.

- Experience in migration and transformation projects from legacy platforms to ServiceNow.

- Knowledge of CMDB architecture and ServiceNow data models.

- Experience with REST/SOAP integrations and API development.

- Strong analytical, troubleshooting, and communication skills.

Preferred Skills :

- Experience with Diagnostics and Troubleshooting platforms or telecom and enterprise monitoring systems.

- Familiarity with ServiceNow Operational Intelligence and AIOps capabilities.

- Knowledge of Decision Tables, UI Builder, and Service Portal.

- Experience working on enterprise-scale ServiceNow automation and operational workflow implementations.

Preferred Candidate Profile :

- Ability to independently handle development, customization, automation, and integration activities.

- Strong understanding of operational workflows, incident resolution processes, and enterprise service management.

- Experience collaborating with cross-functional teams and stakeholders in enterprise environments.

- ServiceNow certifications such as CSA or relevant CIS certifications will be an added advantage