Technical Consultant - Service Now Architect

Fidelity International; Bengaluru; On-site; INR 9,469,697 - 11,363,636; Full time

Benefits offered by this job

Comprehensive benefits package

Flexibility in work location

Flexibility in work hours

Job summary

Fidelity International is looking for a technical expert for their Service Now Platform Team. The role involves defining project vision, owning product backlog, and mentoring teams to deliver key strategic initiatives and operational improvements. You will oversee development stages across SDLC while ensuring adherence to coding standards and providing technical leadership.

Applicants should have 15 to 16 years of experience, in-depth knowledge of Service Now and agile methodologies, along with certifications in ServiceNow and ITIL. A comprehensive benefits package is offered to support your wellbeing and development.

Qualifications

• 15 to 16 years of experience in web development and Service Now.
• Extensive understanding of application architecture and customization.
• Experience in Change Management, Incident Management, and related modules.

Responsibilities

• Define goals and create project vision aligning with business objectives.
• Own product backlog and drive prioritization with stakeholders.
• Mentor and train teams on ServiceNow concepts and capabilities.

Skills

Service Now platform expertise

Web development (JavaScript, CSS, HTML)

ITIL practices

Agile methodologies

Communication and presentation skills

Education

ServiceNow Administration certification

ITIL V3 Foundation certification

Tools

APIs (SOAP/REST)

Job description

About the Opportunity

Job Type: Permanent. Application Deadline: 31 July 2026.

About your team

Service Now Platform Team is part of Enterprise Technology Services (ETS) working alongside Enterprise Infrastructure Services (EIS). It is a growing team supporting a strategic platform that provides enterprise‑level solutions for managing and automating IT services, operations and workflows across a number of departments within our organization. The platform is widely used for IT Service Management and is also expanding rapidly to support a broad range of products such as ITSM, IRM, HRSD, Employee Centre, Security Operations, Vulnerability Response Module, and business workflow capabilities.

About our Role

This role is primarily to define goals and create the vision for projects while aligning with the business objectives, translating to a roadmap for execution. Responsibilities include owning the product backlog by working continuously with the business to drive prioritization and identify dependencies that guide the development sequence.

Oversee development stages by planning, refining, and reviewing all sprint items. Evaluate product progress at each iteration and determine the forward direction. Understand different Service Now applications, including the ITSM/HRSD/Vulnerability Response module and Employee Centre.

The developer will be involved across the SDLC, including requirement gathering, design, development, unit and functional testing, and delivering solutions to production. This involves both strategic initiatives and incremental improvements, meeting client expectations. The role acts as a trusted advisor for technical aspects of Service Now to product owners and other customers.

About You

Technical expert with responsibility for delivering strategic, project, and improvement initiatives within Service Now. Provide technical expertise for the platform from both strategy and day‑to‑day operations. Serve as a trusted advisor to customers. Provide technical leadership and mentoring to the ServiceNow team. Identify continuous service improvements, propose and deliver. Key contributor to the ServiceNow roadmap. Ensure delivery in a timely, efficient, and cost‑effective manner. Ensure technical solutions are fit for purpose, covering functional, non‑functional, and support requirements in line with Global Technology Strategic direction. Mentor and train development and admin teams on ServiceNow concepts and capabilities.

Experience and Qualifications Required

• 15 to 16 years of experience
• Extensive experience in web development concepts and web‑based languages; proficiency in understanding application architecture
• In‑depth knowledge of the Service Now platform and its concepts and functionalities
• Prior experience delivering solutions in Service Now for multiple requirements; ability to customize based on demand and adhere to coding standards for robust development
• Rich understanding of ITIL practices and the Service Now ITSM module
• Experience implementing Change Management, Incident Management, Problem Management, On‑Call Scheduling, and Reporting modules in Service Now
• Experience in ServiceNow customizations—including UI Policy, Client Scripts, Workflows, UI Action, Script Includes, Business Rules, workflow administration, reports, and data import
• Hands‑on experience with web‑based languages (JavaScript, CSS, Jelly, XML, HTML, Glide)
• Experience integrating Service Now with other platforms via APIs such as SOAP/REST
• Experience handling end‑to‑end implementations from requirement gathering to delivery
• Experience with reporting, automated testing, and administration aspects of Service Now is an added advantage
• Experience working in an agile environment following agile practices
• ServiceNow Administration certification
• ITIL V3 Foundation certification
• Good communication and presentation skills

Benefits

Comprehensive benefits package with flexibility in work location and hours to support wellbeing and development.