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Job Description & How to Apply Below
Project
Role Description : Design, build and test web-based applications for various site components and edit site content. Document technical designs and specifications. Research and incorporate updated content for websites.
Must have skills : Service Now IT Service Management
Good to have skills : NA
Minimum 3 Year(s) Of Experience Is Required
Educational Qualification : 15 years full time education
Summary
As a Service Now Support & Developer (Infra Tech Support Practitioner), you will be responsible for the end-to-end support, administration, and development of the Service Now platform. This includes incident and request management, platform maintenance, workflow development, and module customization. You will work across IT infrastructure layers to provide L1/L2 support, implement ITSM processes, and contribute to automation and efficiency enhancements.
The role demands a mix of platform expertise, infrastructure knowledge, and hands-on development capabilities within a defined IT operating model.
Roles & Responsibilities
Service Now Support & Administration:
Provide technical L1 and L2 support for Service Now incidents, service requests, and platform issues.
Manage day-to-day operations of Service Now ITSM modules (Incident, Problem, Change, Request).
Perform platform administration, including user/group management, role assignments, and access control.
Monitor system performance, usage, and health of the Service Now instance.
Service Now Development:
Design and develop custom workflows, business rules, client scripts, UI policies, and catalog items.
Build and maintain automation solutions for ITSM processes using Service Now scripting (JavaScript).
Implement custom integrations using REST/SOAP APIs and MID Server (if applicable).
Create and maintain reports, dashboards, and performance analytics for key ITSM metrics.
Process & Documentation:
Contribute to the continuous improvement of ITSM processes and platform enhancements.
Maintain and update system and solution documentation.
Participate in sprint planning, daily stand-ups, and release management activities as part of Agile/ITIL practices.
Engage in cross-functional collaboration with other technical and business teams.
Professional & Technical Skills
Core Service Now
Skills:
Minimum 3 years of hands-on experience with Service Now administration and development
Strong knowledge of ITSM modules (Incident, Change, Problem, Request)
Experience in client/server scripting (JavaScript, Glide API)
Development of catalog items, workflows, notifications, and integrations
Familiarity with Scoped Applications, Update Sets, and Application Lifecycle
Other Technical
Competencies:
Experience with reporting tools like Power BI or Tableau
Good understanding of ITIL frameworks and service operations
Experience with REST/SOAP API integrations in Service Now (preferred)
Basic scripting/automation beyond Service Now (Power Shell, Python) is a plus
Additional Information:
The candidate should have minimum 3 years of experience in Service Now IT Service Management.
This position is based at our Pune office.
A 15 years full time education is required.
Preferred
Certifications:
Service Now Certified System Administrator (CSA) – Required/Preferred
ITIL Foundation Certification
, 15 years full time education
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