ServiceNow Platform Developer II

Accendra Health; Pune District; Hybrid; INR 1,000,000 - 1,800,000; Full time

Job summary

Accendra Health is seeking an experienced ServiceNow Platform Developer II to join our team in a hybrid/remote setup. The role emphasizes implementing, customizing, and optimizing ServiceNow CSM and ITSM solutions to enhance customer experience and service operations.

The ideal candidate will bring 3+ years of hands-on ServiceNow experience, including CSM, ITSM, Employee Center, and Service Portal, with strong knowledge of workflows, APIs, and integrations.

Qualifications

• Minimum 3 years hands-on ServiceNow experience with CSM/ITSM.
• Strong knowledge of workflows, Flow Designer, and process automation.
• Proficiency with Virtual Agent, omnichannel support, and case deflection.
• Experience with ACLs, roles, permissions, and release activities.
• Knowledge of CMDB and CSDM required.
• Experience with third-party integrations via REST/SOAP.
• Knowledge of Now Mobile/Agent Mobile and multilingual support.
• Global IT experience and strong communication.

Responsibilities

• Design, configure, and implement CSM, SPM, HRSC and ITSM modules including Case Management, Customer Portal, Knowledge Management, CMDB and Virtual Agent.
• Customize ServiceNow applications and support rollout of new modules and workflows.
• Automate customer service workflows and self-service capabilities.
• Integrate ServiceNow with CRM/ERP using REST/SOAP APIs.
• Build dashboards and reports to track service performance.
• Provide user training and ongoing support.
• Participate in full Agile development lifecycle.
• Document solutions and configurations for troubleshooting.

Skills

ITSM

CSM

IntegrationHub

APIs

Tools

ServiceNow

REST APIs

SOAP APIs

LDAP/AD

Job description

Position-ServiceNow Platform Developer II

Total year of experience- 3+ years

Work Mode-Hybrid/Remote

Must have Skill: ITSM AND CSM - 1+ year implementation, iHUB OR Integration

Good to have -ITOM ( HAM,SAM,Discovery), Custom Apps, SPM

POSITION SUMMARY:

Accendra is looking for an experienced and proactive ServiceNow Developer to join our team. This role focuses on implementing, customizing, and optimizing ServiceNow CSM and ITSM solutions to enhance customer experience and streamline service operations. The ideal candidate will bring strong expertise in various processes of ServiceNow platform, integrations, Virtual agent and automation workflows.

You will be working with the technical leaders, orchestrating and driving the development of business requirements into enterprise solutions. Join a dynamic team working across a broad range of ServiceNow modules beyond just CSM - to include ITSM, ITOM, SPM, SAM-HAM, and custom applications. This provides exposure to a rich and evolving ServiceNow ecosystem, offering significant growth opportunities.

We are committed to your professional growth, offering access to certifications, training programs, and learning credits to help you advance in your ServiceNow expertise.

ESSENTIAL JOB FUNCTIONS:

• Design, configure, and implement CSM, SPM, HRSC and ITSM modules including Case Management, Customer Portal, Knowledge Management, CMDB and Virtual Agent.
• Customize ServiceNow applications and support the rollout of new modules and workflows.
• Work with stakeholders to align CSM solutions with business and customer service objectives.
• Automate customer service workflows, case routing, and self-service capabilities.
• Ensure platform compliance, data integrity, and security across implementations.
• Integrate ServiceNow with third-party systems (CRM, ERP, etc.) using REST/SOAP APIs.
• Build dashboards and reports to track service performance and customer satisfaction.
• Provide user training, documentation, and ongoing support.
• Research and deploy new releases and/or enhancements into the Service Now landscape.
• Participate in the full Agile development life cycle: Analysis, Design, Coding, Testing, Training, and Operational Support.
• Perform scheduled cloning operations and ServiceNow upgrades.
• Document new and existing solutions and configurations across the platform for improved troubleshooting and support.

Qualifications

EDUCATION & EXPERIENCE:

• Minimum 3 years of hands-on experience with the ServiceNow platform, especially in CSM, ITSM, Employee Center, and Service Portal.
• Strong knowledge of customer service workflows, Flow Designer, and process automation.
• Proficiency with Virtual Agent, case deflection, and omnichannel customer support.
• Experience configuring ACLs, managing roles and permissions, and supporting release activities.
• Knowledge of CMDB and CSDM is a must have.
• Experience with Now Mobile and Agent Mobile, including custom applets, barcode scanning, and multilingual support.
• Experience with third party Integrations (REST, SOAP, IntegrationHub/Orchestration, LDAP/AD)
• Information technology experience with a global organization.
• Excellent work ethic and the ability to be a productive and reliable team member.
• Excellent communication, analytical, and problem-solving skills.
• Ability to work independently and as part of a collaborative team.

CERTIFICATIONS & KNOWLEDGE:

• ServiceNow Administration certification (Must Have)
• ServiceNow CIS one or more (Good to Have)
• ServiceNow Platform, ITSM & CSM Process knowledge
• Understanding of relational database management systems, stored procedures, queries
• Platform analytics, Reporting & Dashboards