Senior ServiceNow Developer

2 days ago

Hyderabad, Telangana, India Oblytech Full time ₹ 6,00,000 - ₹ 18,00,000 per year

We are seeking an experienced ServiceNow Technical Consultant with proven expertise in Knowledge Management, Employee Center, and AI Search/Now Assist. In this role, you will lead the delivery of an HR Knowledge Base MVP using out-of-the-box ServiceNow, optimized for HR content, search performance, and governance. The consultant will collaborate with stakeholders to configure knowledge workflows, migrate HR FAQs, and implement structured governance and reporting with a strong zero-customization approach.

Key Responsibilities:

Knowledge Base Setup & Configuration

  • Configure out-of-the-box HR Knowledge Base, including Employee, Agent, and HR-sensitive KBs.
  • Define templates (How-to, Troubleshooting, FAQ, Reference), required fields, and Definition of Done.
  • Build taxonomy (3 levels) and topic assignments; configure Employee Center pages with curated and dynamic content blocks.

AI Search / Now Assist & Tuning

  • Configure search profiles (facets, synonyms, stop words, boost/promote/block).
  • Run weekly tuning huddles to optimize CTR, reduce duplicates, and address zero-results.
  • Configure reporting on search performance and user engagement.

Content Migration & Governance

  • Lead the migration and validation of 2550 FAQs.
  • Retire duplicates, stub-and-link articles, and ensure portal/search QA.
  • Establish governance model (RACI, review cadence, CI loop).

Reporting & Training

  • Set up OOB reports for KB feedback, ratings, review dates, duplicates, and access controls.
  • Use sys_audit for time-to-publish metrics.
  • Train authors and reviewers, and execute a 30-day post-launch tuning plan.

Required Skills & Qualifications:

  • 5+ years of experience with ServiceNow platform.
  • 2+ years working with HR Module, Knowledge Management, Employee Center, and AI Search
  • Strong expertise in:
  • ServiceNow Knowledge Management (OOB), translations, feedback, ratings.
  • Employee Center / Content Experiences (topics, blocks, microsites, topic pages).
  • AI Search / Now Assist (Search Profiles, facets, Result Improvement, analytics).
  • User Criteria and least-privilege access for HR content.
  • Flow Designer and Notifications for reviews, expiry, feedback.
  • OOB reporting and sys_audit usage.
  • Demonstrated success delivering HR/Employee Experience knowledge rollouts with measurable search improvements.
  • ServiceNow CIS-HR certification (must-have).
  • Strong facilitation, documentation, and governance skills.

Key Competencies:

  • Excellent communication and interpersonal skills.
  • Ability to work collaboratively with cross-functional teams.
  • Strong analytical and problem-solving mindset.
  • Self-motivated, detail-oriented, and able to prioritize tasks efficiently.

Why Join Us?

  • Opportunity to work with a diverse range of clients across industries.
  • Collaborative and innovative work environment.
  • Career development opportunities with exposure to cutting-edge technologies.

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