ITSM ServiceNow Developer

Persistent Systems Limited; Bengaluru; Hybrid; INR 1,800,000 - 2,600,000; Full time

Benefits offered by this job

Competitive salary

Growth opportunities and education

Hybrid work model

Cutting-edge technologies

Employee engagement & awards

Insurance coverage

Job summary

Persistent Systems Limited is seeking an experienced ITSM ServiceNow Developer in Bengaluru. The role focuses on designing, configuring, and supporting ServiceNow ITSM solutions with strong emphasis on Incident, Problem, Change, and Knowledge modules, CMDB, and Service Catalog.

You will build workflows, automations, integrations, and governance aligned with ITIL/ITSM best practices while collaborating with analysts, architects, and stakeholders. Hybrid work model offered.

Qualifications

• 5–8 years of hands-on ServiceNow development experience.
• Strong knowledge of ServiceNow ITSM modules incl. Incident, Problem, Change, Request Fulfillment, Knowledge, Service Catalog, and CMDB.

Responsibilities

• Develop, configure, and customize ServiceNow ITSM modules including Incident, Problem, Change, Request, Knowledge, Service Catalog, and CMDB.
• Design and implement workflows, Flow Designer automations, approval processes, catalog items, record producers, notifications, and reports.
• Develop and maintain Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, ACLs, Scheduled Jobs, and GlideRecord-based scripts.
• Build and support REST/SOAP integrations with third-party systems using IntegrationHub, web services, and MID Server.
• Collaborate with Business Analysts, Process Owners, Architects, and stakeholders to convert requirements into technical solutions.
• Perform unit testing, peer code reviews, defect resolution, deployment support, and post-production validation.
• Manage update sets and follow release management processes across development, test, and production environments.
• Ensure adherence to ServiceNow platform governance, security, coding standards, and ITSM best practices.
• Support production incidents, troubleshoot platform issues, conduct root cause analysis, and implement corrective actions.
• Create and maintain technical documentation, configuration guides, deployment instructions, and knowledge articles.

Skills

ServiceNow development

ITSM

Agile/Scrum

Stakeholder management

Communication

Tools

ServiceNow ITSM modules (Incident, Problem, Change, Request)

Flow Designer

Workflow Editor

IntegrationHub

REST/SOAP integrations

CMDB & ITOM familiarity

Job description

We are an AI-led, platform-driven Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help our clients anticipate what’s next. Our offerings and proven solutions create a unique competitive advantage for our clients by giving them the power to see beyond and rise above. We work with many industry-leading organizations across the world, including 20 Fortune 50 companies and 4 of the 5 top banks in both the US and India, and numerous innovators across the healthcare ecosystem.

We are seeking an experienced ITSM ServiceNow Developer to join our team. The ideal candidate will have a strong background in IT Service Management (ITSM) and extensive hands‑on experience with ServiceNow. This role involves designing, configuring, customizing, and supporting ServiceNow ITSM solutions, ensuring they meet business requirements and align with industry best practices.

• Role: ITSM ServiceNow Developer
• Experience: 8 to 12 Years
• Job Type: Full Time Employment

What You’ll Do:

• Develop, configure, and customize ServiceNow ITSM modules including Incident, Problem, Change, Request, Knowledge, Service Catalog, and CMDB.
• Design and implement workflows, Flow Designer automations, approval processes, catalog items, record producers, notifications, and reports.
• Develop and maintain Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, ACLs, Scheduled Jobs, and GlideRecord‑based scripts.
• Build and support REST/SOAP integrations with third‑party systems using IntegrationHub, web services, and MID Server.
• Collaborate with Business Analysts, Process Owners, Architects, and stakeholders to convert requirements into technical solutions.
• Perform unit testing, peer code reviews, defect resolution, deployment support, and post‑production validation.
• Manage update sets and follow release management processes across development, test, and production environments.
• Ensure adherence to ServiceNow platform governance, security, coding standards, and ITSM best practices.
• Support production incidents, troubleshoot platform issues, conduct root cause analysis, and implement corrective actions.
• Create and maintain technical documentation, configuration guides, deployment instructions, and knowledge articles.

Expertise You’ll Bring:

• 5 to 8 years of overall experience with strong hands‑on ServiceNow development expertise.
• Strong knowledge of ServiceNow ITSM modules including Incident, Problem, Change, Request Fulfillment, Knowledge, Service Catalog, and CMDB.
• Experience with Flow Designer, Workflow Editor, Service Catalog, Record Producers, Catalog Client Scripts, and approval workflows.
• Strong understanding of ServiceNow data model, tables, relationships, forms, lists, reports, dashboards, and access controls.
• Experience with REST/SOAP API integrations, IntegrationHub, JSON/XML, and third‑party system connectivity.
• Experience with update sets, instance management, testing, deployment, and release management.
• Good understanding of ITIL/ITSM processes and process‑driven ServiceNow configurations.
• Strong analytical, troubleshooting, communication, and stakeholder management skills.
• Ability to work independently and collaboratively in Agile/Scrum‑based environments.
• ServiceNow Certified System Administrator certification is preferred.
• ServiceNow Certified Implementation Specialist – ITSM certification is preferred.
• Experience with Service Portal, Employee Center, Virtual Agent, Performance Analytics, ATF, CMDB, Discovery, or ITOM is an advantage.
• Familiarity with DevOps, CI/CD, source control, and deployment automation practices.
• Strong ownership mindset with a focus on delivering scalable, reliable, and high‑quality ServiceNow solutions.
• Proven ability to support implementation, customization, integration, and production support activities across enterprise ServiceNow environments.
• Competitive salary and benefits package
• Culture focused on talent development with quarterly growth opportunities and company‑sponsored higher education and certifications
• Opportunity to work with cutting‑edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values‑Driven, People‑Centric & Inclusive Work Environment:

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility‑friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

“Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.”