Servicenow Developer (HRSD, CSM)

Akkodis; Gurugram District; Hybrid; INR 1,200,000 - 2,000,000; Full time

Job summary

Akkodis is seeking a ServiceNow Platform Administrator to perform admin, configuration, and development across ITSM modules such as Incident, Problem, Change, Knowledge, CMDB, Service Requests, SLM and Virtual Agent in our Gurugram location. You will also support ITOM, ITBM, HRSD and CSM modules and work on UI Actions, ACLs, and platform upgrades.

You will demonstrate strong SQL/HTML/CSS skills, collaboration with cross-functional teams, and the ability to standardise processes while documenting

Qualifications

• Bachelor's degree or higher in CS or related field.
• Certified ServiceNow Administrator required.
• Experience in admin, configuration, and development across ServiceNow ITSM modules.
• Exposure to non-ITSM modules: ITOM, ITBM, HRSD & CSM.
• Strong SQL, HTML, and CSS skills.
• Excellent verbal and written communication.

Responsibilities

• 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 ACLs to manage platform behaviour and security.
• Plan and perform platform upgrades, validating functionality and minimising disruption to live services.
• Maintain accurate configuration data within the CMDB.

Skills

Communication skills

SQL

HTML

CSS

Cross-functional collaboration

Verbal and written communication

Education

Bachelor's degree in Computer Science or related field

Certified ServiceNow Administrator

Tools

ServiceNow Platform

SOAP

REST API

Now Assist for ITSM

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