Senior Lead Engineer

CitiusTech; Hyderabad; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

CitiusTech is seeking a ServiceNow Lead to design, develop, and support ITSM solutions across the organization. You will work with stakeholders and cross-functional teams to deliver scalable ServiceNow implementations, drive process automation, and ensure platform governance.

The role requires 8–12 years of experience, strong knowledge of ITSM, CMDB, CSDM, and integration using REST/SOAP. Certifications and ITIL knowledge are preferred for robust service management.

Qualifications

• Design, configure, and support ITSM modules including Incident, Problem, Change, Service Request, and Service Catalog.
• Develop and customize ServiceNow apps using Flow Designer, Business Rules, Client Scripts, UI Policies, Script Includes, and Service Portal.
• Collaborate with stakeholders to gather requirements and deliver scalable ServiceNow solutions.
• Implement workflow automation and integrations with REST/SOAP, Integration Hub, and MID Server.
• Maintain CMDB and CSDM frameworks and CI relationships.
• Create/maintain ServiceNow reports and dashboards for KPIs and SLAs.
• Support Agile deliveries, including UAT, defects, and production deployments.
• Troubleshoot platform issues and perform root-cause analysis.
• Participate in governance, release planning, and best-practice implementation.
• Provide technical guidance to junior team members and promote knowledge sharing.

Responsibilities

• Design, configure, and support ServiceNow ITSM solutions including Incident Management, Problem Management, Change Management, Service Request Management, and Service Catalog.
• Develop and customize ServiceNow applications using Flow Designer, Business Rules, Client Scripts, UI Policies, Script Includes, and Service Portal.
• Collaborate with business stakeholders to gather requirements, analyze processes, and deliver scalable ServiceNow solutions aligned with business objectives.
• Implement workflow automation and process improvements leveraging ServiceNow platform capabilities. Develop and support integrations with external systems using REST APIs, SOAP Web Services, Integration Hub, and MID Server.
• Maintain and enhance CMDB, CSDM framework, and Configuration Item (CI) relationship management.
• Create and manage ServiceNow reports, dashboards, SLA configurations, and operational metrics.
• Support Agile project deliveries, sprint activities, defect management, UAT, and production deployments.
• Troubleshoot platform issues, perform root cause analysis, and ensure timely resolution of incidents and service requests.
• Participate in platform governance, release planning, and ServiceNow best practice implementation. Work closely with cross-functional teams to ensure system reliability, compliance, and service excellence.
• Provide technical guidance to junior team members and support knowledge-sharing initiatives.

Skills

ServiceNow ITSM

Change Management

Service Catalog

Flow Designer

Business Rules

Client Scripts

Service Portal

REST API Integrations

SOAP Web Services

MID Server

CMDB Administration

CSDM

CI Relationship Management

ServiceNow Reporting

Agile Delivery

UAT

Defect Management

Production Release Support

Stakeholder Management

Education

BE/BTech/ME/MTech/MCA/MSc.

ServiceNow CSA (Certified System Administrator)

ServiceNow CAD (Certified Application Developer)

CIS-ITSM certifications

ITIL Foundation Certification

Tools

Glide API

Job description

CitiusTech - Shaping Healthcare Possibilities.

CitiusTech is a global IT services, consulting, and business solutions enterprise 100% focused on the healthcare and life sciences industry. We enable 140+ enterprises to build a human-first ecosystem that is efficient, effective, and equitable with deep domain expertise and next-gen technology. With over 8,500 healthcare technology professionals worldwide, CitiusTech powers healthcare digital innovation, business transformation, and industry-wide convergence through next-generation technologies, solutions, and products.

Our Purpose

We are shaping healthcare possibilities to make our clients’ businesses successful, which is not just a statement but our purpose, driving us to explore what’s next in healthcare.

Our goal is clear: to make healthcare better for all – more efficient, effective, and equitable. We are investing in people, technology, innovation, and partnerships to create meaningful change. We see technology not just as a tool but as a catalyst that amplifies human ingenuity to solve complex healthcare challenges.

100% healthcare focus | Trusted by 140+ healthcare and life sciences enterprises | 40% of Fortune 500 healthcare enterprises are our clients | #1 Rated as a leader by top analyst firms.

Our vision

To inspire new possibilities for the health ecosystem with technology and human ingenuity.

What is in it for you?

As a ServiceNow - Lead, you will be responsible for designing, developing, and supporting ServiceNow ITSM solutions that enable efficient service management and digital transformation across the organization. You will work closely with business stakeholders, service owners, and cross-functional teams to deliver scalable ServiceNow solutions, enhance IT processes, and ensure platform stability, performance, and governance. This role offers an opportunity to work on enterprise ServiceNow implementations, integrations, and process automation initiatives while contributing to continuous service improvement.

Responsibilities: -

• Design, configure, and support ServiceNow ITSM solutions including Incident Management, Problem Management, Change Management, Service Request Management, and Service Catalog.
• Develop and customize ServiceNow applications using Flow Designer, Business Rules, Client Scripts, UI Policies, Script Includes, and Service Portal.
• Collaborate with business stakeholders to gather requirements, analyze processes, and deliver scalable ServiceNow solutions aligned with business objectives.
• Implement workflow automation and process improvements leveraging ServiceNow platform capabilities. Develop and support integrations with external systems using REST APIs, SOAP Web Services, Integration Hub, and MID Server.
• Maintain and enhance CMDB, CSDM framework, and Configuration Item (CI) relationship management.
• Create and manage ServiceNow reports, dashboards, SLA configurations, and operational metrics.
• Support Agile project deliveries, sprint activities, defect management, UAT, and production deployments.
• Troubleshoot platform issues, perform root cause analysis, and ensure timely resolution of incidents and service requests.
• Participate in platform governance, release planning, and ServiceNow best practice implementation. Work closely with cross-functional teams to ensure system reliability, compliance, and service excellence.
• Provide technical guidance to junior team members and support knowledge-sharing initiatives.

Experience: -

• 8 – 12 Years

Location: -

Educational Qualifications: -

• BE/BTech/ME/MTech/MCA/MSc.
• ServiceNow CSA (Certified System Administrator) preferred.
• ServiceNow CAD (Certified Application Developer) and CIS-ITSM certifications are an added advantage.
• ITIL Foundation Certification preferred

Skills: -

Mandatory Technical Skills: -

• ServiceNow ITSM
• Change Management
• Service Request Management
• Service Catalog
• Flow Designer
• Business Rules
• Client Scripts
• Service Portal
• Glide API
• ServiceNow Scripting
• REST API Integrations
• SOAP Web Services
• Integration Hub
• MID Server
• CMDB Administration
• CSDM (Common Service Data Model)
• CI Relationship Management
• ServiceNow Reporting & Dashboards
• Agile Delivery Methodologies
• UAT and Defect Management
• Production Release Support
• Stakeholder Management

Good to Have Skills: -

• ServiceNow Discovery
• Service Mapping
• Asset Management (HAM/SAM)
• Virtual Agent
• Performance Analytics
• Integration with Cloud Platforms (Azure/AWS)
• ServiceNow App Engine
• Scoped Application Development
• DevOps Integration
• Automation and Workflow Optimization

Our commitment

To combine the best of IT services, consulting, products, accelerators, and frameworks with a client-first mindset and next-gen tech understanding. Together, we’re humanizing healthcare to make a positive impact on human lives.

What drives us

At CitiusTech, we believe in making a tangible difference in healthcare. We constantly explore new ways to transform the industry, from AI-driven solutions to advanced data analytics and cloud computing. Our collaborative culture, combined with a relentless drive for excellence, positions us as innovators reshaping the healthcare landscape, one solution at a time.

We focus on building highly motivated engineering teams and thought leaders with an entrepreneurial mindset centered on our core values of Passion, Respect, Openness, Unity, and Depth (PROUD) of knowledge. Our success lies in creating a fun, transparent, non-hierarchical, diverse work culture that focuses on continuous learning and work-life balance.

Rated by our employees as the ‘Great Place to Work for’ according to the Great Place to Work survey. We offer you comprehensive benefits to ensure you have a long and rewarding career with us.

Our EVP

Be You Be Awesome is our EVP. It reflects our continuing efforts to create CitiusTech as a great workplace where our employees can thrive, personally and professionally. It encompasses the unique benefits and opportunities we offer to support your growth, well-being, and success throughout your journey with us and beyond. Together with our clients, we are solving some of the greatest healthcare challenges and positively impacting human lives. Welcome to the world of Faster Growth, Higher Learning, and Stronger Impact.

Here is an opportunity for you to make a difference and collaborate with global leaders to shape the future of healthcare and positively impact human lives.