ServiceNow Developer - ITSM

NewVision Software; Pune District; Hybrid; INR 900,000 - 1,400,000; Full time

Job summary

New Vision Softcom & Consultancy Pvt. Ltd. in Pune seeks a ServiceNow Developer for ITSM with 4-6 years of hands-on experience. You will design, develop, and deploy ITSM solutions, handling incidents, changes, and catalog workstreams within a hybrid work setting.

The role emphasizes integration, automation, Now Assist GenAI features, and collaboration with cross-functional teams to deliver scalable ITSM services. A strong background in ITSM, REST/SOAP, and CMDB concepts is required.

Qualifications

• 4-6 years hands-on ServiceNow ITSM development.
• Strong experience with ITSM processes: Incident, Problem, Change, Service Catalog, Knowledge.
• Experience designing configuration, scripts, integrations, and deployments.
• Familiarity with Now Assist, GenAI capabilities, and AI-assisted ITSM.
• Bachelor's degree in a related field or equivalent practical experience.

Responsibilities

• Configure and enhance ITSM processes: Incident, Problem, Change, Request, Service Catalog, Knowledge, SLAs.
• Develop ServiceNow ITSM solutions across the project lifecycle.
• Create and deploy reports, dashboards, and KPIs for IT operations.
• Collaborate with analysts, architects, admins, and service-desk teams.
• Support deployment, testing, and post-production stabilization.

Skills

ServiceNow Dev

ITSM

Education

Bachelor's degree in Software Engineering / CS / IT

Tools

REST APIs

SOAP

Integration Hub

MID Server

Data mappings

Job description

Company Name New Vision Softcom & Consultancy Pvt. Ltd

Function Business Units (BU)

Department/Practice IT-IS

Organization Unit ITIS - Service Now

Region APAC

Country India

Base office location Pune

Working model Hybrid

Weekly Off Pune office Standard

State Maharashtra

Skills

Skill

Servicenow-Development

Graduation/Equivalent Course

CERTIFICATION

Working Language

Job Description

ServiceNow Developer - ITSM

Experience: 4-6 Years

Position

ServiceNow Developer - ITSM

Experience

4-6 Years

Location

Pune

Work Model

Hybrid / As per business requirements

Position Summary

We are seeking a ServiceNow Developer with 4-6 years of hands-on experience in Information Technology Service Management (ITSM) implementation and platform development. The role will design, configure, develop, integrate, test, deploy, and support enterprise ServiceNow solutions across core ITSM processes. The developer will translate user stories and functional requirements into secure, scalable, maintainable, and upgrade-aware solutions while contributing to automation and ServiceNow Generative Artificial Intelligence (GenAI) capabilities.

Work You'll Do

Design, configure, develop, test, deploy, and support ServiceNow ITSM solutions across the implementation lifecycle.

Participate in discovery workshops, user-story grooming, solution design, estimation, sprint planning, demonstrations, testing, release activities, and production support.

Convert functional requirements into technical designs, configurations, scripts, integrations, data mappings, and deployment artifacts.

Identify requirement gaps, technical dependencies, security considerations, and upgrade risks before solution build.

Collaborate with process owners, business analysts, architects, administrators, testers, service-desk teams, and integration teams.

Key Responsibilities

Configure and enhance Incident Management, Problem Management, Change Enablement, Request Management, Service Catalog, Knowledge Management, Service Level Management (SLM), and Major Incident Management.

Configure Service Catalog items, record producers, catalog client scripts, variable sets, approvals, fulfilment flows, and notifications.

Configure roles, groups, and Access Control Lists (ACLs) in accordance with least-privilege and segregation-of-duties principles.

Use Update Sets, Application Repository, source control, or approved release mechanisms to deploy solutions across development, test, user-acceptance, and production environments.

Create reports, dashboards, and Key Performance Indicators (KPIs) for service operations, request fulfilment, change performance, service levels, backlog, and user experience.

Perform unit testing, peer review, system integration testing, defect resolution, deployment validation, troubleshooting, and post-production stabilization.

Create and maintain technical designs, configuration workbooks, integration specifications, test evidence, release notes, deployment instructions, and support documentation.

ServiceNow GenAI and Intelligent Automation Capabilities

Configure, extend, or support Now Assist for ITSM and ServiceNow Artificial Intelligence (AI) capabilities, where available in the deployed release and licensed environment.

Implement or support GenAI use cases such as incident and interaction summarization, chat summarization, resolution-note generation, knowledge-article generation, contextual response recommendations, and enhanced employee self-service.

Work with Virtual Agent, AI Search, Predictive Intelligence, Natural Language Understanding (NLU), AI agents, and agentic workflows to improve incident triage, fulfilment, resolution, and change-planning activities.

Apply responsible AI practices, including data readiness, knowledge quality, access control, privacy, output validation, human oversight, monitoring, and governance.

Assess AI use cases for business value, feasibility, licensing dependencies, implementation risk, and measurable service-management outcomes before deployment.

Required Qualifications

4-6 years of hands-on ServiceNow development and implementation experience in medium to large enterprise environments.

Strong implementation experience in core ITSM processes, including Incident, Problem, Change, Request, Service Catalog, Knowledge, and Service Level Management.

Experience with REST, SOAP, Integration Hub, MID Server, import sets, transform maps, data sources, update sets, and integration troubleshooting.

Working knowledge of Configuration Management Database (CMDB), Configuration Items (CIs), relationships, data quality, and Common Service Data Model (CSDM) concepts relevant to ITSM.

Experience with Agile delivery, application development lifecycle, user-story elaboration, estimation, testing, User Acceptance Testing (UAT), release management, and production support.

Familiarity with Now Assist for ITSM, Virtual Agent, AI Search, Predictive Intelligence, GenAI, AI agents, or agentic workflow concepts.

Strong analytical, troubleshooting, documentation, communication, and stakeholder-management skills.

Bachelor's degree in Software Engineering, Computer Science, Information Systems, Information Technology, or a related discipline, or equivalent practical experience.

Preferred Qualifications

ServiceNow Certified System Administrator (CSA).

ServiceNow Certified Application Developer (CAD).

ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM), or the current equivalent certification applicable to the deployed offering.

Hands-on experience with Now Assist for ITSM, AI agents, agentic workflows, Virtual Agent, AI Search, Predictive Intelligence, or Natural Language Understanding.

Experience in one adjacent ServiceNow capability such as IT Operations Management (ITOM), IT Asset Management (ITAM), Hardware Asset Management (HAM), Software Asset Management (SAM), Strategic Portfolio Management (SPM), DevOps, Service Portal, or custom applications.

Exposure to Automated Test Framework (ATF), Performance Analytics, Discovery, Service Mapping, Workspace configuration, or platform upgrades.

Key Technical Skills, Experience and Knowledge

Capability Area

ITSM Processes

Incident, Problem, Change, Request, Service Catalog, Knowledge, Major Incident, Service Level Management

Platform Development

Experience and Portal

UI Builder, configurable workspaces, Service Portal, Virtual Agent

CMDB and Data

Integrations

REST, SOAP, Integration Hub, MID Server, JSON, XML, web services, file-based integrations

GenAI and AI

Now Assist for ITSM, GenAI, AI agents, agentic workflows, AI Search, Predictive Intelligence, NLU, human oversight

Delivery

Agile, estimation, SDLC, testing, UAT, release management, deployment, documentation, production support

Hands-on developer who can independently own assigned stories from clarification through deployment and stabilization.

Ability to balance configuration-first principles with justified scripting and customization.

Structured problem solving, code quality, secure development, peer review, and proactive risk management.

Clear communication with technical and non-technical stakeholders and disciplined documentation.

Commitment to continuous learning across ServiceNow releases, ITSM practices, automation, and AI-enabled capabilities.

Role Logistics

Location: Pune only

Work Model: Hybrid / as per business requirements

Shift Timings: As per project and business requirements. Any rotational or night-shift requirement must be communicated during the hiring process.