ServiceNow Developer (ITSM / ITOM)

Zoho; India; Remote; INR 1,200,000 - 2,400,000; Full time

Job summary

Zoho is seeking a ServiceNow Developer (ITSM/ITOM focus) for a remote offshore contract. You will design, develop, and customize ITSM modules and implement ITOM capabilities including Service Mapping and Discovery.

The role requires 4–8 years of IT systems engineering experience with at least 4 years coding on the ServiceNow platform. Mandatory CAD and CIS certifications are required, with CSA as a preferred credential.

Qualifications

• 4–8 years of ITSM/ITOM ServiceNow design and development experience.
• CAD and CIS ITSM or ITOM certifications mandatory.
• Strong knowledge of ITIL v4, CMDB governance, and integration patterns.

Responsibilities

• Develop and customize core ITSM modules, Incident/Problem/Change/Knowledge/Service Catalog.
• Design and deploy ITOM capabilities with Mid Server, Discovery, Service Mapping, and Event Management rules.
• Build automated orchestration flows with Flow Designer and Workflow Editor.
• Construct integration pipelines via Integration Hub to connect ServiceNow with external clouds and monitoring systems.
• Govern CMDB health, relationships, IRE, and dependency maps.
• Lead update set management and deployment, peer reviews, and resolve merge conflicts across streams.

Skills

ITIL v4 knowledge

ServiceNow design

Problem solving

Remote collaboration

Education

CAD/CIS certifications

CSA (preferred)

ServiceNow fundamentals

Tools

Mid Server

Discovery

Service Mapping

Flow Designer

Integration Hub

CMDB

Event Management

Job description

ServiceNow Developer (ITSM / ITOM Focus)

• Employment Type: Contract
  
• Work Mode: Remote
  
• Location: Offshore
  
• Total Experience Required: 4 to 8 years
  
• Relevant Experience Required: 4+ years of dedicated ServiceNow design, development, and implementation experience
  
• Mandatory Certification: ServiceNow Certified Application Developer (CAD) and Certified Implementation Specialist (CIS) in ITSM or ITOM
  

Job Summary

Key Responsibilities

• Develop and customize core ITSM modules, configuring Incident, Problem, Change, Knowledge, and Service Catalog structures using the native Glide API.
  
• Design and deploy ITOM capabilities, implementing Mid Server configurations, automated Discovery runs, Service Mapping patterns, and Event Management rules.
  
• Build automated orchestration flows within Flow Designer and Workflow Editor to streamline repetitive cross-platform IT requests.
  
• Construct robust integration pipelines via Integration Hub, securely connecting ServiceNow with external cloud infrastructures, deployment pipelines, and third-party monitoring networks.
  
• Govern the Configuration Management Database (CMDB), maintaining accurate CI health metrics, structural relationships, identification and reconciliation rules (IRE), and dependency maps.
  
• Lead update set management and deployment routines, configuring peer code reviews, debugging processing log errors, and resolving merge conflicts across delivery streams.
  

Requirements

• 4 to 8 years of core IT systems engineering experience, with 4+ dedicated years actively coding, configuring, and supporting the ServiceNow platform.
  
• Deep structural understanding of ITIL v4 frameworks, network topologies, infrastructure monitoring, cloud compute architectures, and CMDB governance patterns.
  
• Mandatory certification: ServiceNow Certified Application Developer (CAD) and Certified Implementation Specialist (CIS-ITSM or CIS-ITOM).
  

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) credential.
  
• Prior experience implementing ServiceNow Service Portal components using AngularJS, HTML5, and CSS boot-strapping tools.