ServiceNow Project Manager/Scrum Master

Prodapt Solutions; Chennai District; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Prodapt Solutions is seeking a seasoned ServiceNow Technical Lead to own end-to-end design, development, and delivery across the ServiceNow platform, with emphasis on CSM, Virtual Agent, Integrations, CMDB, and Now Assist capabilities.

The role requires 6+ years of hands-on ServiceNow experience and 3+ years in a technical lead or solution architecture position. You will work with stakeholders to deliver scalable, secure solutions and mentor teams in best practices.

Qualifications

• 6+ years of hands-on experience with the ServiceNow platform.
• 3+ years in a technical lead or solution architect role.
• Strong development expertise in JavaScript, Glide API, and core ServiceNow components.
• Experience across CSM, Virtual Agent, CMDB, and platform Integrations.
• Hands-on CMDB experience including class modeling, CI relationships, reconciliation, discovery sources.
• Exposure to Now Assist / GenAI capabilities.

Responsibilities

• Own end-to-end design, development, and delivery on the ServiceNow platform.
• Deliver across CSM, Virtual Agent, CMDB, and platform Integrations.
• Provide strong development leadership in JavaScript, Glide API, Business Rules, Client Scripts, Script Includes, UI Policies/Actions, ACLs, Flow Designer.
• Coordinate with stakeholders and drive architecture decisions to meet business outcomes.
• Guide integration efforts using REST/SOAP, OAuth 2.0, MID Server, and IntegrationHub.
• Lead deployment governance with Update Sets, App Repository, and ATF.

Skills

ServiceNow Platform

Technical Lead

Solution Architecture

Stakeholder Management

JavaScript

Glide API

Integrations

CMDB

Virtual Agent

GenAI

Education

Bachelor's degree

ServiceNow Certification

Tools

REST API

SOAP API

OAuth 2.0

MID Server

IntegrationHub

Job description

Overview

We are seeking a seasoned ServiceNow Technical Lead to own the end-to-end design, development, and delivery of solutions across the ServiceNow platformwith a strong emphasis on Customer Service Management (CSM), Virtual Agent, Integrations, CMDB, and Now Assist (GenAI) capabilities. The ideal candidate will combine deep platform expertise with strong leadership, solution architecture, and stakeholder management skills to drive scalable, secure, and performant implementations that align with business outcomes.

Responsibilities

• 6+ years of hands-on experience with the ServiceNow platform, including 3+ years in a technical lead or solution architect role.
• Proven delivery experience across CSM, Virtual Agent, CMDB, and platform Integrations.
• Strong development expertise in JavaScript, Glide API, and core ServiceNow components: Business Rules, Client Scripts, Script Includes, UI Policies/Actions, ACLs, Flow Designer, and Delegated Development.
• Solid integration experience using REST/SOAP APIs, OAuth 2.0, MID Server, IntegrationHub, webhooks, and event-based integrations (e.g., Jira, Azure, MS Teams, Slack).
• Hands-on CMDB experience including class modeling, CI relationships, reconciliation, discovery sources, and CMDB health KPIs.
• Experience designing and configuring Virtual Agent solutions (NLU models, topics, dialog flows, and deflection strategies).
• Exposure to Now Assist / GenAI capabilities, including grounding responses using Knowledge and CMDB.
• Strong understanding of SDLC, Agile/Scrum, and ServiceNow DevOps practices (Update Sets, App Repository, ATF).

Requirements

• Excellent communication, stakeholder engagement, and technical documentation skills.
• Bachelor''s degree.
• ServiceNow Certification - Good to Have.