Information Technology Service Management Consultant

3 weeks ago

Bengaluru, Karnataka, India Sonata Software Full time

Job Title: ServiceNow (SNOW) CSM and ITSM Developer

Experience: 5+ years in ServiceNow Development

Location: Bangalore/Chennai/Hyderabad

Job Summary:

We are seeking an experienced ServiceNow Developer with expertise in both Customer Service Management (CSM) and IT Service Management (ITSM) modules. The ideal candidate will be responsible for designing, developing, configuring, and implementing ServiceNow applications and integrations to support business objectives.

Key Responsibilities:

  • Design and develop solutions in ServiceNow across CSM and ITSM modules.
  • Customize ServiceNow applications including creation of tables, forms, workflows, client scripts, business rules, UI policies, and ACLs .
  • Implement and manage ServiceNow CSM features such as Case Management, Customer Portals, Communities, Virtual Agent, and Knowledge Management .
  • Configure and support ITSM processes including Incident, Problem, Change, Service Catalog, CMDB, Knowledge Management .
  • Develop and maintain integrations between ServiceNow and external systems using REST, SOAP, and MID servers .
  • Conduct unit testing, support UAT, and provide post-deployment support.
  • Collaborate with cross-functional teams including Business Analysts, Architects, and Project Managers.
  • Ensure adherence to coding standards, security guidelines, and ServiceNow best practices.
  • Prepare technical documentation, deployment plans, and release notes.

Required Skills and Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, Engineering , or equivalent.
  • Minimum 5 years of ServiceNow development experience with strong knowledge in both CSM and ITSM .
  • Proficiency in ServiceNow scripting: JavaScript, Glide API, ServiceNow Studio .
  • Hands-on experience with ServiceNow modules including Incident, Problem, Change, CMDB, Knowledge Management, Case Management, Service Portal, Virtual Agent .
  • Experience with ServiceNow Integrations (REST, SOAP, SSO, LDAP, OAuth) .
  • Familiarity with Agile/Scrum delivery methodologies.
  • Strong communication and problem-solving skills.
  • Understanding of ServiceNow upgrades, patches, and release management.

ServiceNow Certifications:

  • ServiceNow Certified System Administrator (CSA)
  • ServiceNow Certified Application Developer (CAD) (preferred)
  • ServiceNow Certified Implementation Specialist – ITSM
  • ServiceNow Certified Implementation Specialist – CSM

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