ServiceNow Developer (ITSM)

Publicis Sapient; Bengaluru; On-site; INR 1,400,000 - 2,100,000; Full time

Job summary

Publicis Sapient in Bengaluru seeks an experienced ServiceNow Developer (ITSM) to design, develop, and implement robust ServiceNow solutions that address complex business challenges for diverse clients. You will drive ITSM workflows, build integrations using REST/SOAP APIs and Integration Hub, and optimize forms, rules, and UI policies to deliver scalable, user-friendly service experiences.

The role involves hands-on development, testing, and production support with a focus on quality and

Qualifications

• 5–8 years of hands-on ServiceNow development experience in ITSM.
• Strong expertise in ITSM (Incident, Problem, Change, Request, Service Catalog).
• Experience with Flow Designer, Service Catalog, workflows, and notifications.
• Experience building integrations using REST/SOAP APIs.
• CSA certification preferred; ITSM certification is a plus.

Responsibilities

• Design, develop, and customize ServiceNow apps focused on ITSM.
• Build and enhance forms, business rules, UI policies, and workflows.
• Collaborate with business and technical teams to translate requirements.
• Perform unit testing, troubleshooting, and production support.
• Develop integrations using REST/SOAP APIs for data exchange.
• Deliver high-quality ITSM solutions that improve workflows and efficiency.
• Follow best practices to improve platform stability and maintenance.
• Enable faster delivery by configurable, maintainable solutions.
• Support continuous ITSM process improvements through automation.

Skills

ServiceNow development

ITSM modules

Flow Designer

Service Catalog

Integrations

Tools

REST APIs

SOAP APIs

Integration Hub

Job description

Publicis Sapient is looking for ServiceNow Developers (ITSM) to join our team of talented professionals and innovators. You will leverage your analytical thinking and technical expertise to design, develop, and implement robust ServiceNow solutions that address complex business challenges for our clients across diverse industries. As part of our mission to drive digital transformation, you will play a key role in delivering scalable workflows, optimizing platform capabilities, and enabling seamless user experiences through well-engineered solutions and thoughtful innovation.

Key Responsibility statement:

• Design, develop, and customize ServiceNow applications with a strong focus on ITSM modules to deliver scalable workflow solutions.
• Build and enhance ServiceNow forms, business rules, client scripts, UI policies, Flow Designer workflows, and integrations.
• Collaborate with business and technical teams to understand requirements and translate them into clean, maintainable ServiceNow solutions.
• Perform unit testing, troubleshooting, defect fixes, and production support for ServiceNow ITSM customizations and enhancements.
• Develop integrations using REST/SOAP APIs and ensure smooth data exchange between ServiceNow and enterprise systems.
• Outcomes-based statement:
• Deliver high-quality ServiceNow ITSM solutions that improve service workflows, user experience, and operational efficiency.
• Reduce manual effort through reusable scripts, automated workflows, and well-designed platform enhancements.
• Improve platform stability by following ServiceNow development best practices and resolving defects effectively.
• Enable faster delivery by converting requirements into configurable, maintainable, and scalable ServiceNow solutions.
• Support continuous improvement of ITSM processes through thoughtful automation, integrations, and platform optimization.

Your Skills & Experience:

• 5-8 years of hands-on ServiceNow development experience, with strong expertise in ITSM modules such as Incident, Problem, Change, Request, and Service Catalog.
• Experience in Flow Designer, Service Catalog, workflows, notifications, ACLs, reports, dashboards, and platform configuration.
• Hands-on experience building integrations using REST/SOAP APIs, Integration Hub, and third-party enterprise systems.
• Good understanding of ServiceNow development lifecycle, update sets, code reviews, debugging, testing, and deployment best practices.
• ServiceNow Certified System Administrator (CSA) preferred; ITSM implementation or development certification is an added advantage. CMDB exposure can be treated as optional and not mandatory.