ServiceNow Lead Engineer

Service Now Lead Engineer

Prodapt is the largest specialized player in the Connectedness industry. As an AI-first strategic technology partner, Prodapt provides consulting, business reengineering, and managed services for the largest telecom and tech enterprises building networks and digital experiences of tomorrow. A Service Now-invested company, Prodapt has been recognized by Gartner as a Large, Telecom-Native, Regional IT Service Provider. A "Great Place To Work® Certified™" company, Prodapt employs over 5,000 technology and domain experts across the Americas, Europe, India, Africa, & Japan.

Prodapt is part of the 130-year-old business conglomerate The Jhaver Group, which employs over 32,000 people across 80+ locations globally.

We are looking for an experienced Service Now Lead Engineer with 9+ years of hands-on experience to join our growing team. The ideal candidate will have strong expertise in Service Now platform basics, Order Management, Flow Designer, and Integrations, and will be responsible for designing, developing, and maintaining scalable Service Now solutions that support business processes across the organization.

Key Responsibilities

• Design, develop, configure, and customize applications on the Service Now platform based on business requirements.
• Build and maintain workflows using Flow Designer to automate business processes, replacing legacy Workflow Editor logic where applicable.
• Configure and support Order Management processes, including product catalogs, order forms, order guides, fulfillment workflows, and related configurations.
• Develop and manage integrations between Service Now and third-party/external systems using REST/SOAP APIs, MID Server, Integration Hub, and Import Sets/Transform Maps.
• Perform core Service Now platform administration (basics) tasks such as user/role management, ACLs, business rules, client scripts, UI policies, UI actions, and script includes.
• Participate in requirement gathering, technical design discussions, and solution architecture with cross-functional stakeholders.
• Write clean, efficient, and reusable server-side (Glide, Script Includes) and client-side scripts.
• Perform unit testing, support UAT, and troubleshoot/debug issues across Dev, Test, and Production instances.
• Follow Service Now best practices for scoped applications, update sets, version control, and release management.
• Ensure adherence to coding standards, security guidelines, and performance optimization techniques.
• Collaborate with functional consultants, business analysts, and QA teams to deliver high-quality solutions on time.
• Provide support for platform upgrades, patches, and instance health/performance monitoring.
• Document technical designs, configurations, and integration specifications.

Required Skills & Experience

• 9+ years of overall experience in Service Now development/engineering.
• Strong working knowledge of Service Now platform fundamentals (tables, forms, business rules, client scripts, UI policies, ACLs, update sets).
• Hands-on experience with Flow Designer (flows, subflows, actions, triggers) for process automation.
• Practical experience with Order Management module – catalog items, order guides, record producers, fulfillment flows, and Service Catalog configuration.
• Solid experience in building integrations using REST, SOAP, JDBC, MID Server, and Integration Hub Spokes.
• Proficiency in JavaScript, Glide APIs (Glide Record, Glide Ajax, Glide System, etc.).
• Experience working with Import Sets, Transform Maps, and Data Sources for data integration.
• Understanding of Service Now scoped application development and app engine studio (preferred).
• Knowledge of ATF (Automated Test Framework) is an added advantage.
• Strong debugging, troubleshooting, and analytical skills.
• Good understanding of Agile/Scrum delivery methodology.

Good to Have

• Service Now Certified System Administrator (CSA).
• Service Now Certified Application Developer (CAD).
• Micro-certifications in Flow Designer, Order Management, Integration Hub, or CSM.
• Exposure to CMDB, Discovery, or Performance Analytics.
• Experience with Agile tools like JIRA, Azure Dev Ops.

Educational Qualification

• Bachelor's degree in Computer Science, Information Technology, or related field (B.E./B.Tech/MCA or equivalent).

Soft Skills

• Strong communication and stakeholder management skills.
• Ability to work independently as well as in a team environment.
• Problem-solving mindset with attention to detail.
• Ability to manage multiple priorities and meet deadlines.

What We Offer

• Competitive salary and benefits package.
• Opportunity to work on enterprise-scale Service Now implementations.
• Continuous learning and certification support.
• Collaborative and growth-oriented work culture.