Job Description & How to Apply Below
Position Overview
We are seeking an experienced Service Now ITSM Developer with 5+ years of hands-on development experience on the Service Now platform, including exposure to Telecommunications Service Management (TSM) / telecom-specific modules. The candidate will play a key role in designing, developing, and customizing Service Now ITSM applications to support business needs in a telecom environment.
Key Responsibilities
Configure, customize, and enhance Service Now ITSM modules (Incident, Problem, Change, Request, Knowledge, CMDB, Service Catalog).
Develop and maintain workflows, Flow Designer actions, client scripts, business rules, and UI policies.
Implement and support Telecommunications Service Management (TSM) module capabilities (e.g., service order management, fulfillment, inventory integration).
Build and optimize Service Portal and Agent Workspace for ITSM and telecom use cases.
Collaborate with architects and business analysts to translate telecom industry requirements into Service Now solutions.
Support integrations with third-party telecom systems and OSS/BSS platforms using REST, SOAP, and Integration Hub.
Ensure adherence to best practices, coding standards, and ITIL-based processes.
Troubleshoot, debug, and resolve Service Now issues in ITSM and telecom-specific applications.
Provide technical documentation and handover to operations teams.
Required Qualifications
3–5 years of development experience on the Service Now platform.
Strong hands-on experience with Service Now ITSM suite (Incident, Change, Problem, Request, CMDB).
Exposure to Telecommunications Service Management (TSM) module or telecom industry use cases.
Proficiency in JavaScript, Glide APIs, Flow Designer, UI Builder.
Experience with Service Portal and Agent Workspace development.
Working knowledge of integrations (REST/SOAP APIs, MID Server, Integration Hub).
Understanding of CMDB design, CSDM framework, and telecom-related data models.
Strong problem-solving skills and ability to work in an agile environment.
Preferred Qualifications
Service Now Certified System Administrator (CSA) – required or in progress.
Service Now Certified Implementation Specialist – ITSM / TSM.
Experience with telecom OSS/BSS systems and workflows.
Familiarity with Discovery, ITOM, or ITAM modules.
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