Senior ServiceNow ITSM Developer

NewVision Software; Pune District; Hybrid; INR 1,500,000 - 2,100,000; Full time

Job summary

New Vision Softcom & Consultancy Pvt. Ltd. in Pune, India, seeks a ServiceNow ITSM Developer with strong, hands-on experience in designing, building, and supporting ITSM solutions.

Hybrid work model; require solid configuration and scripting across ITSM to translate business processes into scalable workflows. You will design, develop, and integrate ITSM applications, maintain the CMDB, and build catalog items and SLA rules while collaborating with IT operations and cross-functional teams.

Qualifications

• 5–8 years of experience in ServiceNow development with ITSM focus.
• Strong exposure to ITIL processes and ITSM workflows.
• Hands-on with Flow Designer, IntegrationHub, and Service Portal/Agent Workspace configuration.
• Experience in CMDB, Discovery, and data integration via REST/SOAP.

Responsibilities

• Design, develop, and configure ServiceNow ITSM apps including Incident, Problem, Change, Release, Request and Knowledge Management.
• Gather requirements and translate into technical design specifications and development tasks.
• Build and maintain Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, ACLs and notifications.
• Configure and maintain CMDB and discovery integration points.
• Develop Service Catalog items, Record Producers, and Catalog Client Scripts.
• Implement SLA definitions, escalation rules, and routing logic for ITSM processes.
• Integrate ServiceNow with third‑party tools via REST/SOAP, IntegrationHub, and MID Server.
• Enhance Service Portal and Agent Workspace for better user/agent experience.
• Support testing cycles (SIT/UAT), deployments, and post‑go‑live support.
• Perform platform upgrades and performance optimizations.

Skills

ITSM development

Incident Management

Problem Management

Change Management

Service Catalog

CMDB & Discovery

Flow Designer

Education

Undergraduate degree

Tools

Flow Designer

IntegrationHub

Service Portal

MID Server

Job description

Company Name New Vision Softcom & Consultancy Pvt. Ltd

Function Business Units (BU)

Department/Practice IT-IS

Organization Unit ITIS - Service Now

Region APAC

Country India

Base office location Pune

Working model Hybrid

Weekly Off Pune office Standard

State Maharashtra

Skills

Skill

Servicenow-Development

Graduation/Equivalent Course

CERTIFICATION

Working Language

Job Description

Job Title

ServiceNow ITSM Developer

Role / Job Summary

We are looking for a ServiceNow ITSM Developer with strong, hands‑on expertise in designing, building, and supporting IT Service Management solutions. The role requires solid configuration and scripting skills across the ITSM suite, along with the ability to translate business processes into scalable ServiceNow workflows.

Key Responsibilities

• Design, develop, and configure ServiceNow ITSM applications, including Incident, Problem, Change, Release, Request, and Knowledge Management.
• Gather and analyze business requirements from IT operations and support teams, and translate them into technical design specifications and development tasks.
• Build and enhance Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, ACLs, Flow Designer flows, and Notifications.
• Configure and maintain the CMDB, including CI classes, relationships, and discovery/data reconciliation integration points.
• Develop and maintain Service Catalog items, Record Producers, and Catalog Client Scripts to support request fulfilment.
• Design and implement SLA definitions, escalation rules, and assignment/routing logic across ITSM processes.
• Develop integrations with third‑party applications such as monitoring tools, event management systems, and enterprise applications using REST APIs, SOAP, IntegrationHub, and MID Server.
• Customize and enhance the Service Portal and Agent Workspace to improve end‑user and agent experience.
• Implement data imports, transform maps, and ITSM‑specific data models.
• Collaborate with business analysts, architects, and cross‑functional teams to understand design dependencies and ensure smooth solution delivery.
• Support testing lifecycle activities, including SIT, UAT, defect fixing, production deployment, and post‑go‑live support.
• Perform platform upgrades, enhancements, troubleshooting, and optimization to improve system performance and reliability.

Must-Have Skills

• 5–8 years of experience in ServiceNow development, with strong expertise in IT Service Management (ITSM).
• Strong experience across the following ServiceNow ITSM modules:
  • Incident Management
  • Problem Management
  • Change Management
  • Release Management
  • Request Management
  • Knowledge Management
  • CMDB & Discovery
  • Service Catalog
• Hands‑on experience with Flow Designer, IntegrationHub, and Service Portal / Agent Workspace configuration.
• Good understanding of ITIL processes and ITSM workflows, including SLA management, escalation, and change/release governance.
• Education: Undergraduate degree and above.

Good-to-Have Skills

• Exposure to Now Assist or other generative AI capabilities within ITSM workflows.
• Experience with Performance Analytics and reporting on ITSM operational metrics.
• Familiarity with Event Management, Orchestration, or Service Mapping.
• Prior experience working in a managed services or client‑facing delivery environment.

Experience Required

5–8 Years

Any Other Important Notes

• Client‑facing role requiring clear communication of technical design choices to both business and technical stakeholders.
• Involves participation in SIT, UAT, and post‑go‑live support cycles, which may require flexibility around release windows.
• Preferred certifications: CSA (Certified System Administrator), CAD (Certified Application Developer), CIS‑ITSM (Certified Implementation Specialist – IT Service Management).
• Location: as per project / practice staffing requirement.