ServiceNow Platform Engineer

IFS; Kolkata District; Hybrid; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Hybrid work

Job summary

IFS is seeking a proactive ServiceNow Platform Engineer to join its Solution Centre of Excellence. You will support the ServiceNow instance, advise stakeholders, and contribute to both troubleshooting and configuration in a global delivery setting.

The role emphasizes user support, documentation, and collaboration with cross-functional teams. Ideally you have 4+ years in ServiceNow CSM/ITSM, CSA and ITIL credentials, and experience with Agile methods.

Qualifications

• 4+ years of experience with ServiceNow CSM and ITSM.
• Strong understanding of customer service workflows and ServiceNow capabilities.
• Awareness of ServiceNow ITOM and integration points.
• Proven ability to manage multiple tasks and stakeholders in a fast-paced environment.
• Excellent interpersonal, communication, and documentation skills.
• Strong team player with experience in global delivery models.

Responsibilities

• Troubleshooting and issue resolution: diagnose and fix issues in the ServiceNow instance to keep systems operational.
• Effective case management: escalate unresolved or complex incidents to L3 support.
• System maintenance: perform routine maintenance to prevent issues.
• Documentation and reporting: keep detailed records of issues, solutions, and updates.
• Development & Configuration: support development for configuration and minor changes.
• User support and training: assist users and provide training on new systems.

Skills

ServiceNow CSM

ITSM

Customer workflows

Stakeholder management

Documentation

Global delivery

Education

CSA

ITIL Foundation

BSc CS

Tools

Agile (Scrum Kanban)

Job description

IFS is a billion-dollar revenue company with 7000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.

Job Description

As our ServiceNow Platform Engineer, you be part of our Solution Centre of Excellence team where we strongly believe that working hard and having fun are two compatible elements.

We are looking for a proactive and experienced ServiceNow Platform Engineer to join our team and play a key role in supporting our ServiceNow instance. You will act as a trusted advisor to stakeholders, bringing support expertise to the team.

Key Responsibilities:

Troubleshooting and issue resolution
Responsible for diagnosing and fixing issues identified with our ServiceNow instance to minimise disruptions and keep systems fully operational.

Effective case management
Escalate unresolved or complex incidents to L3 support when the issue requires code or configuration changes.
System maintenance
Perform routine maintenance tasks to prevent issues before they arise.

Documentation and reporting
Documentation is vital — keeping detailed records of technical issues, solutions provided and system updates helps technical support specialists maintain consistent support and communication with other technical teams.

Development & Configuration
Provide support to the development to help to implement configuration and minor development changes

User support and training
Assisting users with understanding and using technology effectively is a major focus, including providing training on new systems and software.

Qualifications

Requirements

• 4+ years of experience working with ServiceNow CSM and ITSM.
• Strong understanding of customer service workflows and ServiceNow capabilities.
• Awareness of ServiceNow ITOM and its integration points.
• Proven ability to manage multiple tasks and stakeholders in a fast-paced environment.
• Excellent interpersonal, communication, and documentation skills.
• Strong team player with experience working in global delivery models.

Qualifications:

• ServiceNow Certified System Administrator (CSA)
• ITIL Foundation certification.
• Experience with Agile methodologies (Scrum, Kanban).
• Degree in Computer Science, Information Systems, or equivalent experience.
• Proven experience working with enterprise-scale applications.

Additional Information

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.

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