Job Description

KEY RESPONSIBILITIES

Lead and mentor

a team of ServiceNow developers in BAU support, platform enhancements, and project implementations.

Drive strategic optimization

of ServiceNow ITSM and ITOM modules to align with business goals and improve operational efficiency.

Champion workflow automation

using Flow Designer, scripting, and ServiceNow AI capabilities to streamline processes and reduce manual effort.

Oversee and enhance Discovery configurations

, ensuring accurate CI population and effective mapping of infrastructure and cloud environments and Service mapping.

Design, implement, and maintain integrations

with upstream and downstream IT systems using REST/SOAP APIs.

Customize and manage

the Employee Center portal, CAB Workbench, and user interfaces to improve usability and end-user experience.

Ensure platform reliability

through proactive monitoring, performance tuning, and timely resolution of issues and defects.

Collaborate with IT support teams

to improve service delivery, reduce turnaround times, and enhance support workflows.

Implement and continuously improve

core ITSM workflows including Incident, Problem, Change, and Service Request Management.

Manage platform components

such as Scheduled Jobs, Script Includes, Business Rules, and automation scripts to support scalable operations.

Design and publish dashboards and reports

to provide visibility into performance metrics and support data-driven decision-making.

Engage with stakeholders and product owners

to understand business needs and deliver maintainable, scalable solutions.

Stay current with ServiceNow best practices

, especially in AI, automation, and platform capabilities relevant to your subscribed modules.

Promote a culture of continuous improvement

, leveraging user feedback and analytics to enhance platform functionality and user satisfaction.
Requirements:


Bachelor's degree in Computer Science, Information Technology, or related field. Relevant ServiceNow training in ITSM, Discovery, and scripting modules ServiceNow Certified System Administrator (CSA) - required. ServiceNow Certified Implementation Specialist - preferred. ITIL Foundation certification - desirable. Minimum of 5 years of hands-on experience in ServiceNow development with JavaScript/Glide Scripting, Rest/SOAP API. Proven track record with ServiceNow ITSM modules and Discovery implementation. Experience with form customization, API integration, and dashboard/report creation. Demonstrated experience in troubleshooting platform issues and scripting errors. Strong problem-solving and analytical skills. Proactive approach to continuous improvement and platform reliability. Effective communication with technical and non-technical stakeholders. * Ability to lead, work independently and manage priorities in a fast-paced environment