Servicenow Operations

Keka Inc.; Dadri; On-site; INR 1,500,000 - 2,200,000; Full time

Benefits offered by this job

CSA certification preferred

Job summary

Algoworks is seeking an experienced ServiceNow Operations professional to manage and optimize the ServiceNow platform in a large enterprise setting. You'll handle ITSM, ITOM, HRSD and CMDB modules, plus integrations, automation and governance.

The role emphasizes incident management, platform lifecycle, and continuous improvement with collaboration across Architects, Developers, BSAs and Infra teams.

Qualifications

• 5+ years of experience with the ServiceNow platform across development, operations or administration.
• Strong experience managing ServiceNow platforms in large enterprise environments.
• Deep knowledge of ITSM processes: Incident, Problem, Change and CMDB.
• Hands-on scripting, configuration, integrations and automation in ServiceNow.
• Experience with REST and SOAP APIs, MID Servers, IntegrationHub and SSO.
• Solid grounding in ITIL, Agile and DevOps methodologies.
• Experience with platform upgrades, patching, cloning and release management.
• Strong production support, troubleshooting and root-cause analysis.
• CSA certification is mandatory and highly valued.

Responsibilities

• Manage day-to-day operation, stability, health and performance of the ServiceNow platform.
• Administer users, monitor instances and proactively resolve issues.
• Maintain ITSM, ITOM, HRSD, CMDB, Asset Management and custom apps.
• Ensure scalability, reliability and alignment with business needs.
• Lead incident response, RCA and remediation during major incidents.
• Handle incident, request, problem and defect queues with SLA adherence.
• Configure and enhance ServiceNow modules per business requirements.
• Design, implement and optimize integrations with enterprise apps.
• Drive platform lifecycle, upgrades, patches and release readiness.
• Establish governance, security controls and audit readiness for the platform.
• Mentor junior admins, document procedures and lead technical reviews.
• Identify automation opportunities and advance platform innovations.

Skills

ServiceNow Platform Operations

ServiceNow ITSM

Flow Designer

Business Rules

Script Includes

ServiceNow configuration

REST / SOAP APIs

MID Server

IntegrationHub

Upgrades & Patch Management

Incident/Problem/Change Mgmt

CMDB

CSA certification

Job description

Algoworks is an award-winning artificial intelligence, engineering services and experience transformation firm with offices across the United States, Europe, South America and India. We bring together a global team of engineers, architects, designers, researchers and operators united by rigor, accountability and a commitment to delivering measurable results.

For over 20 years, Algoworks has partnered with Fortune 500 organizations across the Americas, Europe and Asia to define, build and run technology that drives meaningful business outcomes. Our work combines human-centered design, engineering excellence and AI-powered capabilities to solve complex challenges with clarity and precision. Innovation, particularly in the responsible application of AI, is embedded in how teams approach problem-solving and continuous improvement.

At Algoworks, growth is continuous and closely tied to impact. Teams collaborate across geographies and disciplines, strengthening outcomes through shared insight and collective expertise. The culture values transparency, open dialogue and an environment where every voice is heard and contribution is recognized.

Through collaboration, accountability and a focus on results, Algoworks operates at the intersection of technology and people, building not only advanced systems but strong global teams that elevate performance and create lasting impact.

Follow the video below to know about us! Clipchamp

Role overview

We are seeking an experienced ServiceNow Operations professional to manage, maintain and optimize the ServiceNow platform within a large enterprise environment. The role combines ServiceNow administration, development, platform operations, integrations, incident management, governance and continuous improvement.

The ideal candidate will have strong hands‑on experience with ServiceNow ITSM and platform operations, along with expertise in scripting, integrations, automation and platform lifecycle management. The role will serve as a technical escalation point for complex issues and will work closely with Architects, Product Owners, Developers, BSAs and Infrastructure teams to ensure platform stability, performance and reliability.

Key responsibilities:

1.ServiceNow Platform Operations & Administration

• Manage and oversee the day‑to‑day operation, stability, health and performance of the ServiceNow platform.
• Perform system administration, user administration, instance monitoring and proactive issue resolution.
• Administer, maintain and enhance core ServiceNow modules including ITSM, ITOM, HRSD, CMDB, Asset Management and custom applications.
• Ensure platform scalability, reliability and alignment with business requirements.
• Perform platform health assessments, system diagnostics and proactive capacity planning.
• Serve as the technical escalation point for complex ServiceNow platform issues.
• Lead troubleshooting efforts for critical incidents, root‑cause analysis and permanent remediation.
• Participate in Major Incident Management (P1/P2) events, supporting rapid triage, stakeholder communication and service restoration.
• Manage and prioritize Incident, Request, Problem and Defect queues.
• Ensure timely resolution of platform issues, service degradations and operational risks while adhering to established SLAs.

3.ServiceNow Development & Configuration

• Configure and enhance ServiceNow applications and modules based on business requirements.
• Review application designs, development approaches, customizations and configuration decisions.
• Ensure development and configuration activities follow ServiceNow best practices and platform standards.

4.Integration & Automation

• Design, implement, support and optimize integrations with enterprise applications.
• Work with REST, SOAP APIs, MID Servers, IntegrationHub, SSO and other ServiceNow integration technologies.
• Drive automation and workflow optimization across business processes.
• Identify opportunities for AI-enabled capabilities and operational automation.
• Ensure integrations are secure, reliable and maintainable.

5.Platform Lifecycle & Release Management

• Lead ServiceNow upgrades, patching, cloning, instance migrations and plugin implementations.
• Support release management activities and ensure operational readiness.
• Plan and execute platform lifecycle activities while minimizing business disruption.
• Validate platform functionality following upgrades and releases.
• Ensure platform changes follow established governance and change management processes.

6.Platform Governance, Security & Compliance

• Establish and maintain ServiceNow platform governance standards.
• Implement and maintain security controls and access management practices.
• Support segregation of duties (SoD), audit readiness and compliance requirements.
• Ensure platform activities align with organizational policies and enterprise security standards.
• Support data quality initiatives and ensure data integrity and configuration compliance.

7.Performance & Continuous Improvement

• Perform technical debt reviews, performance tuning and system diagnostics.
• Identify opportunities for workflow optimization, automation and operational efficiency.
• Drive continuous service improvement initiatives across ServiceNow processes.
• Identify opportunities for cost reduction and improved platform performance.
• Lead monitoring, alerting and operational support improvements to enhance platform resilience and user experience.

8.Documentation & Technical Leadership

• Develop and maintain technical documentation, architecture diagrams, operational procedures and support runbooks.
• Maintain knowledge articles and disaster recovery documentation.
• Mentor junior administrators and developers through knowledge sharing, troubleshooting guidance and best practice recommendations.
• Conduct code and configuration reviews where required.
• Provide technical leadership and guidance across ServiceNow operations.

9.Agile Delivery & Platform Innovation

• Participate in sprint planning, backlog refinement, technical estimation and release planning.
• Collaborate with cross-functional teams across Agile delivery activities.
• Stay current with the ServiceNow product roadmap, emerging capabilities and new releases.
• Recommend ServiceNow innovations that can deliver measurable business value.

Required technical skills and competencies:

• 5+ years of experience with the ServiceNow platform across development, operations or administration.
• Strong experience managing ServiceNow platforms in large enterprise environments.
• Strong knowledge of ITSM processes and modules including Incident, Problem, Change and CMDB.
• Strong experience with ServiceNow configuration, scripting, integrations and automation.
• Experience with REST and SOAP APIs, MID Servers, IntegrationHub and SSO.
• Strong understanding of ITIL, Agile and DevOps methodologies.
• Experience with ServiceNow platform upgrades, patching, cloning and release management.
• Strong production support, troubleshooting and root‑cause analysis skills.
• Excellent communication and technical documentation skills.
• ServiceNow Certified System Administrator (CSA) certification is mandatory.

Must have skills:

• ServiceNow Platform Operations / Administration.
• ServiceNow ITSM.
• Flow Designer.
• Business Rules.
• Script Includes.
• ServiceNow configuration and scripting.
• REST / SOAP APIs.
• MID Server.
• IntegrationHub.
• ServiceNow upgrades and patching.
• Incident, Problem and Change Management.
• CMDB.
• Strong production support and troubleshooting experience.
• ServiceNow Certified System Administrator (CSA).

Good to have skills:

• ServiceNow ITOM.
• Discovery.
• Event Management.
• Service Mapping.
• HRSD.
• SecOps.
• GRC.
• Asset Management.
• ServiceNow Certified Application Developer (CAD).
• ServiceNow Certified Implementation Specialist (CIS) – ITSM, ITOM, HRSD or SecOps.
• ITIL v4 Foundation or higher.
• DevOps and CI/CD practices.
• IntegrationHub advanced capabilities.
• AI-enabled ServiceNow capabilities.

Desired attributes:

• Strong platform operations and troubleshooting mindset.
• Excellent analytical and problem‑solving skills.
• Strong ownership of platform stability, performance and availability.
• Ability to manage critical incidents and work effectively under pressure.
• Strong understanding of enterprise governance, security and compliance.
• Excellent communication and documentation skills.
• Ability to collaborate effectively with Architects, Product Owners, BSAs, Developers and Infrastructure teams.
• Strong mentoring and technical leadership capabilities.
• Proactive approach toward automation, continuous improvement and platform optimization.
• Ability to stay current with emerging ServiceNow capabilities and recommend practical innovations.