Software Engineer - Servicenow

Optum; Gurugram District; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Optum in India is seeking a ServiceNow Architect/Administrator to plan, implement, and optimize the ServiceNow platform across ITSM, SPM, and Service Catalog. The role requires strong stakeholder communication, multi-domain experience, and hands-on scripting for automation.

You will collaborate with distributed teams, manage upgrades, and ensure SLAs are met while reducing unnecessary customization. A CSA certification and deep knowledge of CMDB recommended.

Qualifications

• ServiceNow CSA certification is required.
• 3+ years IT experience with ServiceNow ITSM stack (Incident, Problem, Change, Service Catalog, Service Request).
• Experience with REST API integrations and CMDB.
• Strong written and verbal communication with stakeholders.
• Experience on standalone and multi-domain ServiceNow instances.
• Experience with Agile/Scrum delivery methodology.

Responsibilities

• Plan, execute, monitor, control, and close technical tasks related to the configuration, administration, and implementation of the ServiceNow platform.
• Configure, administer, and support ITSM, SPM, Service Catalog, Asset Management, and related ServiceNow capabilities; provide basic CMDB support as needed
• Design, develop, test, document, and troubleshoot REST API-based integrations between ServiceNow and external applications
• Work directly with clients and end users to understand requirements, clarify expectations, and deliver work within agreed SLAs
• Communicate effectively with business stakeholders, technical teams, and leadership, including presenting solutions, risks, dependencies, decisions, and implementation status
• Translate business requirements into scalable, maintainable, and sustainable ServiceNow solutions while minimizing unnecessary customization
• Update and maintain comprehensive testing protocols for ServiceNow instance upgrades and certify applications and integrations after upgrades
• Create and maintain system design, integration, configuration, testing, and operational documentation
• Identify automation opportunities using ServiceNow scripting and REST APIs; apply basic AI knowledge where relevant, with Python and advanced AI/ML capabilities serving as additional accelerators
• Build and maintain solid client relationships through clear communication, responsiveness, accountability, and ownership
• Prioritize multiple client requests and requirements across concurrent engagements
• Work independently as a well-organized, proactive self-starter while collaborating effectively with distributed teams
• Comply with all applicable Company policies, procedures, and business directives, changes including those relating to work location, team assignments, work schedules, and flexible work arrangements.

Skills

Excellent communication

Client collaboration

Agile/Scrum

CSA certification

Tools

ServiceNow

REST APIs

JavaScript

Flow Designer

CMDB

Business Rules

JSON/XML payloads

Scripting (JavaScript)

Job description

Responsibilities

• Successfully plan, execute, monitor, control, and close technical tasks related to the configuration, administration, and implementation of the ServiceNow platform
• Configure, administer, and support ITSM, Strategic Portfolio Management (SPM), Service Catalog, Asset Management, and related ServiceNow capabilities; provide basic CMDB support as needed
• Design, develop, test, document, and troubleshoot REST API-based integrations between ServiceNow and external applications
• Work directly with clients and end users to understand requirements, clarify expectations, and deliver work within agreed SLAs
• Communicate effectively with business stakeholders, technical teams, and leadership, including presenting solutions, risks, dependencies, decisions, and implementation status
• Translate business requirements into scalable, maintainable, and sustainable ServiceNow solutions while minimizing unnecessary customization
• Update and maintain comprehensive testing protocols for ServiceNow instance upgrades and certify applications and integrations after upgrades
• Create and maintain system design, integration, configuration, testing, and operational documentation
• Identify automation opportunities using ServiceNow scripting and REST APIs; apply basic AI knowledge where relevant, with Python and advanced AI/ML capabilities serving as additional accelerators
• Build and maintain solid client relationships through clear communication, responsiveness, accountability, and ownership
• Prioritize multiple client requests and requirements across concurrent engagements
• Work independently as a well-organized, proactive self-starter while collaborating effectively with distributed teams
• Comply with all applicable Company policies, procedures, and business directives, changes including those relating to work location, team assignments, work schedules, and flexible work arrangements.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) certification
• 3+ years overall IT experience with solid working knowledge of ServiceNow ITSM applications, including Incident Management, Problem Management, Change Management, Service Catalog, and Service Request Management
• Develop, administer, configure, and customize various modules within ServiceNow
• Experience or working knowledge of Asset Management / ITAM, including asset lifecycle, asset-to-CI relationships, hardware and software asset records, inventory controls, and alignment of asset information with CMDB
• Experience with ServiceNow integrations using REST APIs, including REST messages, authentication, JSON/XML payloads, inbound and outbound integrations, error handling, and API troubleshooting
• Experience working on standalone and multi-domain ServiceNow instances
• Experience with support end-user assistance requests and troubleshoot ServiceNow platform issues
• Experience with Process Incident, Service Request, and RITM tickets assigned to the team within agreed SLAs
• Experience with data analysis, report development, and dashboard creation
• Experience with administration and configuration of Service Catalog, Catalog Items, Record Producers, Flow Designer workflows, and approvals
• Experience in facilitating, administering, and support Change Management processes and audit Change tickets against applicable policies
• Experience in interacting with internal customers to scope and build new or existing workflows that adhere to ServiceNow best practices
• Basic working knowledge of CMDB, including CI classes, relationships, data quality, and maintenance of accurate configuration data
• Solid working knowledge of Strategic Portfolio Management (SPM), including Ideation, Demand Management, Project Portfolio Management, and Resource Management
• Solid ServiceNow scripting knowledge, including JavaScript, Business Rules, Client Scripts, Script Includes, UI Policies, and other platform scripting components
• Working knowledge of Agile/Scrum delivery methodology
• Proven excellent oral and written communication skills. The candidate should be comfortable interacting directly with clients, business stakeholders, technical teams, and leadership
• Proven solid client-facing skills, with the ability to understand requirements, ask relevant questions, facilitate discussions, explain technical concepts clearly, and provide concise status and risk updates
• Proven ability to build and maintain trusted relationships with clients and collaborate effectively across remote and globally distributed teams