Servicenow Developer

Akkodis; Gurugram District; Hybrid; INR 1,800,000 - 3,200,000; Full time

Job summary

Akkodis is seeking a skilled ServiceNow Administrator to manage and enhance ITSM modules, including Incident, Problem, Change, Knowledge, CMDB, and Service Requests, as well as ITOM/ITBM/HRSD/CSM. The role involves implementing custom UI actions, policies, and ACLs, upgrading platforms, and integrating with SOAP/REST APIs.

Ideal candidates have 5+ years of relevant experience, a Bachelor's in CS or related field, and a mandatory ServiceNow Administrator certification.

Qualifications

• Experience across ServiceNow ITSM modules (Incident, Problem, Change, Knowledge, CMDB, Service Requests, SLM, Virtual Agent)
• Experience on non-ITSM modules like ITOM, ITBM, HRSD & CSM
• Certified ServiceNow Administrator (mandatory)
• Familiarity with SQL, HTML, and CSS
• Excellent verbal and written communication skills

Responsibilities

• Carry out admin, configuration, and development across ServiceNow ITSM modules (Incident, Problem, Change, Knowledge, CMDB, Service Requests, SLM, Virtual Agent)
• Configure and support non-ITSM modules including ITOM, ITBM, HRSD, and CSM
• Build UI Actions, UI Policies, and ACLs to control platform behaviour and security
• Plan and perform platform upgrades with minimal live disruption
• Maintain CMDB configuration data for reliable services
• Develop technical solutions and perform integration tests against requirements
• Write server-side scripts using Script Includes and related techniques
• Develop and maintain the Employee Self-Service portal
• Integrate ServiceNow with SOAP/REST for cross-system collaboration
• Collaborate with cross-functional teams to gather requirements and deliver fit-for-purpose solutions
• Stay current with ServiceNow capabilities and apply them to improve service quality

Skills

ServiceNow

SQL

HTML

CSS

Communication

Education

Bachelor's degree in CS or related field

Tools

SOAP

REST APIs

Monitoring solutions

Job description

Role & responsibilities

Platform Administration & Configuration

• Carry out admin, configuration, and development activities across ServiceNow ITSM modules Incident Management, Problem Management, Change Management, Knowledge Management, CMDB, Service Requests, SLM, and Virtual Agent.
• Configure and support non-ITSM modules, including ITOM, ITBM, HRSD, and CSM.
• Build and maintain UI Actions, UI Policies, and Access Control Lists (ACLs) to manage platform behaviour and security.
• Use ACLs to control the security mechanism in ServiceNow, governing user access to data and functions.
• Plan and perform platform upgrades, validating functionality and minimising disruption to live services.
• Maintain accurate configuration data within the CMDB to support reliable, well-governed services.

Development & Technical Solutions

• Develop technical solutions, implement them, and perform component integration tests against business requirements.
• Write various server-side scripts using Script Includes and related scripting techniques.
• Develop and maintain the Employee Self-Service (ESS) portal through Content Management.
• Understand business needs and the need to standardise processes, building this into the platform design.
• Apply familiarity with SQL, HTML, and CSS to extend and customise platform functionality.
• Document technical designs and configurations to support maintainability and knowledge sharing.
• Experience with Now Assist for ITSM (incident summarization, resolution notes etc)
• Awareness of GenAI and Agentic AI capabilities in ServiceNow (AI Search, Virtual Agent)

Integration

• Integrate ServiceNow with other systems using SOAP and REST APIs.
• Support integration of ServiceNow (SNOW) with monitoring solutions.
• Collaborate with various cross-functional teams to define and determine integration requirements.

Collaboration & Continuous Improvement

• Collaborate with cross-functional teams to gather requirements and deliver fit-for-purpose solutions.
• Communicate clearly, both verbally and in writing, interacting with and influencing stakeholders at all levels of the organisation.
• Understand business needs and standardise processes, embedding good practice into platform design.
• Share knowledge and document solutions to support the wider team and continuous improvement.
• Stay current with new ServiceNow capabilities and apply them to improve service quality and efficiency.

Preferred candidate profile

• Experience on non-ITSM modules, e.g. ITOM, ITBM, HRSD & CSM
• Exposure to SOAP and REST API integration, and to ServiceNow integration with monitoring solutions
• Bachelors degree in Computer Science or a related field
• 5+ years relevant experience
• Certified ServiceNow Administrator (mandatory)
• Experience in admin, configuration, and development across ServiceNow ITSM modules (Incident, Problem, Change, Knowledge Management, CMDB, Service Requests, SLM, and Virtual Agent)
• Familiarity with SQL, HTML, and CSS
• Excellent verbal and written communication skills, with the ability to interact and influence at all levels of the organisation