Servicenow Technical Consultant

CapeStart; Nagercoil; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

CapeStart invites a skilled ServiceNow Administrator/Developer to manage daily support, configuration, and enhancements. You will handle incidents, access, catalogs, workflows, and health monitoring, while developing scripts and integrations to meet business needs.

The ideal candidate will master Flow Designer, ITSM, and Service Catalog components, collaborate with stakeholders, and support releases and upgrades with strong documentation and governance.

Qualifications

• Strong knowledge of ServiceNow administration and configuration.
• Experience with Service Catalog, Flow Designer, Workflows, Notifications, SLAs, and ITSM modules.
• Strong knowledge of ServiceNow scripting, JavaScript, Glide APIs, Business Rules, Client Scripts, Script Includes, and UI Policies.
• Experience with Update Sets, deployment management, and ServiceNow release processes.
• Knowledge of REST/SOAP integrations, LDAP/Azure AD, SSO, Import Sets, Transform Maps, and MID Server.
• Experience troubleshooting ServiceNow workflows, flows, integrations, notifications, performance, and system errors.
• Good understanding of Incident, Change, Problem, Request, and Service Catalog processes.
• Strong troubleshooting, analytical, communication, and stakeholder-management skills.

Responsibilities

• Manage and resolve BAU ServiceNow incidents and service requests, including access issues and reports.
• Perform user and access administration, including roles, group memberships, and ACLs.
• Design, configure, and maintain Service Catalog components and order guides.
• Configure and troubleshoot catalog fulfillment processes, approvals, and task routing.
• Develop Flow Designer flows and legacy workflows, including notifications and integrations.
• Develop and maintain ServiceNow scripts (Business Rules, Client Scripts, UI Policies, Script Includes, etc.).
• Configure and troubleshoot email notifications and templates.
• Manage SLA definitions, schedules, assignment rules, and ITSM processes.
• Configure and maintain ServiceNow forms, fields, layouts, and process configurations.
• Manage Update Sets and application releases across environments.
• Support deployment activities, change windows, and testing plans.
• Support integrations and data management (LDAP/Azure AD, SSO, Import Sets, REST/SOAP).
• Investigate integration failures and data sync issues.
• Develop and maintain ServiceNow reports, dashboards, and Performance Analytics widgets.
• Monitor and troubleshoot instance health and platform issues.
• Support upgrade activities and post-upgrade validation.
• Provide technical advisory and production-readiness validation.

Skills

ServiceNow administration

ServiceNow configuration

Service Catalog

Flow Designer

Workflows

Notifications

SLAs

ITSM modules

JavaScript

Glide APIs

Troubleshooting

Stakeholder communication

Job description

We are looking for a ServiceNow Administrator/Developer to manage daily ServiceNow support, configuration, and enhancements. The role includes resolving incidents and access issues, maintaining users, groups, roles, forms, catalogs, workflows, notifications, SLAs, reports, and dashboards.

The candidate should be able to develop and troubleshoot ServiceNow scripts, Flow Designer processes, integrations, data imports, and deployment activities. They will also support releases, upgrades, production changes, platform health monitoring, and documentation.

The ideal candidate has strong ServiceNow administration, ITSM, Service Catalog, JavaScript/Glide API, integration, troubleshooting, and stakeholder communication skills.

Roles and Responsibilities

• Manage and resolve BAU ServiceNow incidents and service requests, including access issues, form and field changes, reports, notifications, data corrections, stuck approvals, and stuck requests.
• Perform ServiceNow user and access administration, including user/group management, roles, group memberships, delegated approvals, ACLs, and access troubleshooting.
• Design, configure, and maintain Service Catalog components, including catalog items, variables, variable sets, record producers, and order guides.
• Configure and troubleshoot catalog fulfillment processes, approval workflows, task routing, and related service requests.
• Develop, modify, and troubleshoot Flow Designer flows and legacy workflows, including approvals, task creation, notifications, and integrations.
• Develop and maintain ServiceNow scripts, including Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, Scheduled Jobs, and Fix Scripts using JavaScript and Glide APIs.
• Configure and troubleshoot email notifications, notification templates, inbound email actions, and email delivery issues.
• Manage and configure SLA definitions, schedules, assignment rules, and Incident/Change/Problem processes.
• Configure and maintain ServiceNow forms, fields, layouts, and process configurations based on business requirements.
• Manage Update Sets and application releases, ensuring clean packaging and migration across Development, Test, and Production environments.
• Support deployment activities, including preview collision resolution, change request preparation, implementation plans, testing plans, backout plans, and production deployments during approved change windows.
• Support integrations and data management, including LDAP/Azure AD, SSO, Import Sets, Transform Maps, scheduled data loads, REST/SOAP integrations, and basic MID Server troubleshooting.
• Investigate and resolve integration failures, data synchronization issues, and scheduled data load problems.
• Develop and maintain ServiceNow reports, dashboards, and Performance Analytics widgets based on business requirements.
• Monitor and troubleshoot ServiceNow instance health, including system logs, slow performance, failed scheduled jobs, flow/workflow errors, and other platform issues.
• Support ServiceNow upgrade activities, including pre-upgrade checks, post-upgrade validation, issue resolution, and testing as required.
• Provide technical advisory and consultation to ServiceNow administrators on configuration approaches, best practices, and solution design.
• Review ServiceNow administrator changes and provide technical guidance and production-readiness validation before deployment.
• Ensure ServiceNow configurations and customizations follow best practices, maintainability standards, and change management processes.
• Collaborate with business users, application teams, infrastructure teams, and other stakeholders to understand requirements and deliver ServiceNow solutions.
• Maintain appropriate technical documentation for configurations, customizations, integrations, deployments, and operational procedures.

Required Skills

• Strong hands-on experience in ServiceNow administration and configuration.
• Experience with Service Catalog, Flow Designer, Workflows, Notifications, SLAs, and ITSM modules.
• Strong knowledge of ServiceNow scripting, JavaScript, Glide APIs, Business Rules, Client Scripts, Script Includes, and UI Policies.
• Experience with Update Sets, deployment management, and ServiceNow release processes.
• Knowledge of REST/SOAP integrations, LDAP/Azure AD, SSO, Import Sets, Transform Maps, and MID Server.
• Experience troubleshooting ServiceNow workflows, flows, integrations, notifications, performance, and system errors.
• Good understanding of Incident, Change, Problem, Request, and Service Catalog processes.
• Strong troubleshooting, analytical, communication, and stakeholder-management skills.