ServiceNow Developer

TriluxTech; India; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

TriluxTech in India is seeking a Senior ServiceNow Platform Lead to own end-to-end design and delivery across ITSM, ITOM, HRSD, and related areas. You will mentor developers, manage integrations, and drive platform governance to ensure production readiness.

The role requires strong stakeholder management, customer-facing skills, and a passion for scalable, enterprise-grade solutions in a fast-paced environment.

Qualifications

• 6+ years of ServiceNow experience across ITSM, ITOM, and HRSD.
• Strong customer-facing skills and ability to lead cross-functional teams.
• CSA certification required; CIS / CAD preferred.
• Experience with ServiceNow Portal and Employee Center is a plus.

Responsibilities

• Own and prioritize incidents, requests, and enhancements per SLAs.
• Lead ServiceNow developers and admins; ensure high-quality delivery.
• Oversee end-to-end solution design, integrations, and platform upgrades.
• Track KPIs and provide leadership with actionable insights.

Skills

ITSM

HRSD

SAM

HAM

Tools

ServiceNow REST/SOAP

Job description

The ideal candidate is a team player who will be responsible for working with company data in various business areas. Specific responsibilities include reporting metrics, analyzing methodologies, suggesting operation improvements, and building proposal evaluations in a cross-functional environment.

Mandatory Skills - ITSM & HRSD / SAM / HAM . Also experience in Service portal / Employee Center

Key Responsibilities

Delivery & Work Management

• Own and prioritize incidents, requests, and enhancements aligned to business SLAs
• Ensure high-quality, on-time delivery across all ServiceNow workstreams
• Lead, mentor, and manage ServiceNow developers and admins
• Allocate work based on skills, capacity, and priorities
• Act as primary customer interface
• Translate business needs into scalable platform solutions
• Provide proactive updates and drive customer satisfaction

Technical Leadership & Platform Ownership

Solution Design & Governance

• Oversee end-to‑end ServiceNow solution design and implementation
• Ensure adherence to best practices, scalability, and platform standards
• Act as L3 escalation for complex issues
• Debug script includes, business rules, and integration failures impacting global operations

Automation & Integration

• Lead integrations using Service Graph Connectors (SolarWinds, Intune, Jamf)
• Drive CMDB automation and reduce manual operational effort

Employee Experience (UX/UI)

• Deliver modern UI via Employee Center (ESC)
• Oversee widget development and CSS for consumer‑grade experiences

Platform Governance & Lifecycle

• Own platform upgrades (e.g., Zurich release)
• Manage skipped records, regression testing, and stabilization
• Define and manage clone‑back and backup strategy
• Ensure non‑prod environments remain aligned with Production
• Drive automation, workflow optimization, and platform enhancements

Operations & Reporting

• Track KPIs, delivery metrics, and team performance
• Provide concise reporting and actionable insights to leadership

Qualifications

• 6+ years on ServiceNow (ITSM, ITOM, HRSD, etc.)
• Strong customer‑facing experience
• CSA (required) | CIS / CAD (preferred)

Technical Skills

• ServiceNow configuration, scripting, integrations (REST/SOAP)

Core Competencies

• Leadership with hands‑on execution
• Strong problem‑solving and ownership mindset
• Excellent communication and stakeholder management
• Ability to operate in fast‑paced, enterprise environments