ServiceNow ITSM Developer
Prudential plc4 months ago
Bengaluru, IndiaSenior
Responsibilities
- Design, develop, and customize ServiceNow ITSM modules including Incident, Problem, Change, Request, Knowledge, and Service Catalog.
- Configure Flow Designer workflows and automate ITSM processes.
- Develop and maintain Business Rules, Script Includes, Client Scripts, UI Policies, ACLs, and Notifications.
- Implement Service Catalog items, Record Producers, approvals, and related business workflows.
- Integrate ServiceNow with external systems using REST/SOAP APIs, IntegrationHub, and MID Server.
- Collaborate with ITIL process owners, platform administrators, and support teams to deliver governed ITSM solutions.
- Perform code reviews, manage Update Sets, support release cycles, and follow ServiceNow development best practices.
- Provide L2/L3 production support, troubleshooting, and root cause analysis for ITSM issues.
- Create technical documentation, solution designs, and knowledge articles.
- Support platform upgrades, patching, regression testing, and platform health activities.
Requirements
- Bachelor’s degree in Engineering, Computer Science, or a related discipline.
- 6–9 years of ServiceNow development experience with a strong ITSM focus.
- Strong experience with Incident, Problem, Change, Request, Knowledge, and Service Catalog modules.
- Proficiency in JavaScript and ServiceNow scripting, including Glide APIs, Script Includes, Business Rules, and Client Scripts.
- Experience with Flow Designer, approvals, SLAs, notifications, UI configuration, Update Sets, instance management, and release processes.
- Strong understanding of ITIL concepts and ITSM processes.
- Ability to troubleshoot complex issues and optimize implementations for performance and maintainability.
- Experience configuring and troubleshooting MID Server and integrating monitoring tools such as Dynatrace, AppDynamics, SolarWinds, or Splunk.
- ServiceNow CSA, CIS-ITSM, or ITIL Foundation certification is valued.
- Experience with Performance Analytics, Virtual Agent, Service Portal or Employee Center, CMDB, ATF, upgrades, and instance health is preferred.
- Experience in agile delivery environments and collaboration with cross-functional teams.
Tech Stack
JavaScriptSOAP
Categories
About Prudential plc
Prudential plc provides life and health insurance and asset management for consumers across Asia and Africa, including through its Eastspring Investments arm. The public company is headquartered in Hong Kong with dual primary listings in Hong Kong and London, and traces its origins to 1848 in the UK. Its products span protection, savings, and retirement, distributed via agents, bancassurance partners, and digital channels.