Service Now Senior Developer

Bahwan CyberTek; Mumbai; On-site; INR 4,000,000 - 6,000,000; Full time

Job summary

Bahwan CyberTek is seeking a ServiceNow Support Lead to coordinate a team of developers and admins in delivering ITSM-focused ServiceNow solutions. The role combines deep technical expertise with strong communication and organizational skills to design, implement, and support ITSM initiatives aligned with business goals. The candidate will lead upgrades, ensure compliance, and drive continuous improvement in end-user experience.

Qualifications

• 8+ years of IT industry experience with ServiceNow
• 5+ years hands-on ServiceNow ITSM experience (Incident, Problem, Change, Request, Knowledge, CMDB)
• Experience with IT Operations Management (ITOM)
• ServiceNow CSA or related certs are preferred

Responsibilities

• Coordinate a team of up to 7 ServiceNow developers and admins.
• Oversee break/fix, enhancements and feature deployments.
• Enforce development standards and best practices for ServiceNow.
• Maintain documentation in ServiceNow Knowledge Base.
• Plan upgrades with testing and compliance docs.
• Gather requirements from stakeholders for projects.
• Collaborate with Product Owner to improve End User experience.
• Record ITSM deviations and CAPAs in the compliance tool.
• Coordinate testing for new features, enhancements, and defect fixes.

Skills

ServiceNow administration

Team leadership

ITIL knowledge

SAFe Agile

Education

Bachelor's degree in Computer Science / Information Technology

Tools

REST APIs

SOAP APIs

CMDB

ITOM

Job description

The ServiceNow Support Lead is responsible for coordinating a team of ServiceNow developers and administrators to deliver innovative ServiceNow solutions within the IT Service Management (ITSM) domain. The ideal candidate combines deep technical ServiceNow expertise, excellent communication and organization skills, and hands‑on experience in ITSM processes. The ServiceNow Support Lead will drive the successful design, implementation, and support of ServiceNow initiatives, ensuring alignment with business goals and IT best practices.

POSITION RESPONSIBILITIES

• Manage workload, priorities, and resource allocation for up to 7 ServiceNow developers and administrators.
• Coordinate ServiceNow Development assignments to ensure timely break/fix, enhancement and new feature deployments.
• Enforce development standards and best practices for ServiceNow solutions.
• Maintain comprehensive documentation for ServiceNow configurations, customizations, and procedures in the ServiceNow Knowledge Base.
• Plan and coordinate upgrades: Develop upgrade and testing plans ensuring compliance documentation and testing requirements are submitted and approved.
• Lead collaborative meetings with business partners and stakeholders to comprehensively gather requirements for upcoming projects, process enhancements, or system implementations.
• Work directly with ServiceNow Product Owner to improve End User experience and identify efficiency improvements for all users.
• Ensures all ITSM process deviations & CAPA’s are recorded in compliance tool
• Coordinate testing efforts including new features, enhancements, and defect fixes to ensure work is fully validated and accurate before promotion to Production.

EDUCATION AND EXPERIENCE

• Bachelor’s degree in Computer Science, Information Technology or related field.
• 8+ years’ of IT industry experience
• 5+ years’ of hands‑on ServiceNow experience in IT Service Management (ITSM): Incident Management, Problem Management, Change Management, Request Management, Knowledge Management and Configuration Management Database (CMDB)
• Experience with IT Operations Management (ITOM)

Certifications: ServiceNow Certified System Administrator (CSA) is required. Additional certifications related to CMDB and ITOM are a plus.

TECHNICAL SKILLS REQUIREMENTS

• 6+ years of hands‑on ServiceNow administration and development experience
• Extensive experience with developing and deploying changes to core ServiceNow ITSM modules (Incident, Problem, Change, Request, Knowledge, CMDB)
• Hands‑on experience in ServiceNow integrations with third‑party systems using Representational State Transfer (REST) and Simple Object Access Protocol (SOAP)
• Knowledge of ITIL framework is preferred.
• Experience with ServiceNow AI capabilities is desirable.
• SAFe Agile Framework experience is desirable.