ServiceNow ITSM Engineer

Role Summary We are seeking a skilled and customer-focused ServiceNow ITSM Engineer to support the implementation, enhancement, administration, and operational support of the ServiceNow IT Service Management (ITSM) platform. The candidate will be responsible for configuring and maintaining ITSM processes, supporting platform operations, resolving production issues, driving continuous improvements, and ensuring alignment with ITIL best practices. The ideal candidate should possess a strong combination of ServiceNow technical expertise, ITSM process knowledge, operational support experience, and stakeholder engagement capabilities. Location – India Number of

Requirements

- 2 Ideal Candidate Profile The ideal candidate will have: 4–6 years of IT experience with at least 3+ years of ServiceNow ITSM experience. Strong hands-on configuration and support experience in ITSM modules. Experience working in both project implementation and production support environments. Good understanding of ITIL processes and service management best practices. Ability to work closely with business stakeholders, process owners, and technical teams. Experience supporting enterprise-scale ServiceNow platforms.

Key Responsibilities

ServiceNow ITSM Engineering Configure, develop, and maintain ServiceNow ITSM applications and related platform capabilities. Support Incident Management, Problem Management, Change Management, Request Management, Knowledge Management, and Service Catalog modules. Configure workflows, Flow Designer automations, business rules, client scripts, UI policies, notifications, and catalog items. Support enhancements, defect fixes, and platform optimization initiatives. Participate in ServiceNow upgrades, patching activities, and platform releases. Platform Operations & Support Provide L2/L3 support for ServiceNow ITSM applications. Investigate and resolve incidents, defects, and system issues. Perform root cause analysis and implement corrective actions. Support platform monitoring, performance tuning, and operational health checks. Participate in on-call support and major incident resolution activities when required. Process Management & Governance Ensure ITSM processes align with ITIL best practices. Support Incident, Problem, Change, Request, and Knowledge Management governance. Participate in CAB (Change Advisory Board) activities. Maintain operational procedures, runbooks, and support documentation. Ensure compliance with organizational standards and audit

Requirements

. Service Catalog & Workflow Automation Design and maintain Service Catalog items and Request Fulfillment workflows. Automate business processes using Flow Designer and Workflow Engine. Improve service delivery efficiency through automation and self-service capabilities. Support Employee and Enterprise Service Management initiatives where applicable. Stakeholder Collaboration Collaborate with Service Owners, Process Managers, Product Owners, Architects, and Business Analysts. Participate in requirement gathering and solution design discussions. Provide technical recommendations and process improvement suggestions. Support user training and knowledge transfer activities. Continuous Improvement Identify opportunities to improve ITSM processes and platform performance. Drive automation and service optimization initiatives. Support KPI and SLA reporting improvements. Contribute to platform governance and standardization efforts.

Requirements

Mandatory Skills ServiceNow Platform ServiceNow Administration ITSM Suite Flow Designer Service Catalog Business Rules Client Scripts UI Policies Notifications ACLs Update Sets ServiceNow ITSM Modules Strong hands-on experience in: Incident Management Problem Management Change Management Request Management Service Catalog Knowledge Management Major Incident Management

Technical Skills

JavaScript ServiceNow Scripting REST APIs Integration Concepts Data Imports Reporting & Dashboards Operations & Support Production Support Incident Resolution Root Cause Analysis Service Monitoring Release Support Change Implementation Process Knowledge Strong understanding of: ITIL Framework Incident Lifecycle Change Lifecycle Problem Management Service Request Fulfillment Service Level Management

Preferred Skills

ServiceNow Modules Exposure to: ITOM CMDB Discovery ITAM HRSD Employee Center Platform Capabilities IntegrationHub Virtual Agent Performance Analytics Predictive Intelligence Service Portal Enterprise Experience Experience supporting: Large-scale ServiceNow environments Global support teams Managed services environments Multi-instance ServiceNow landscapes

Certifications

Mandatory ServiceNow Certified System Administrator (CSA)

Preferred

ServiceNow Certified Implementation Specialist – ITSM (CIS-ITSM) ServiceNow Certified Application Developer (CAD) ITIL Foundation Certification

Soft Skills

Strong analytical and troubleshooting skills. Excellent verbal and written communication. Ability to work in a global support model & strong stakeholders management skill