Job Description

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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

Skills Required