ServiceNow ITSM Engineer

Job Summary

We are seeking an experienced ITSM Engineer with deep expertise in the ServiceNow platform to join a high-performing Agile/Kanban team. The ideal candidate will be responsible for ServiceNow administration, platform support, troubleshooting, upgrades, integrations, performance optimization, and ITSM solution development. This role will serve as a Level 3 escalation point for Service Desk operations while ensuring platform stability, security, and continuous improvement.

Key Responsibilities

ServiceNow Administration & Support

• Provide end-to-end administration and support for the ServiceNow platform.
• Manage users, groups, roles, permissions, and access controls.
• Monitor platform health, uptime, performance, and system availability.
• Troubleshoot and resolve ServiceNow incidents, issues, and platform-related problems.
• Administer code releases, patches, plugins, upgrades, and clone activities.
• Support disaster recovery testing, backups, restores, and instance recovery activities.
• Manage ServiceNow licensing and reporting requirements.

Platform Development & Configuration

• Configure and support ServiceNow ITSM, SPM, and CSM solutions.
• Develop and maintain Catalog Items, Flow Designer workflows, custom applications, and platform integrations.
• Support Service Portal, Virtual Agent, Knowledge Management, and Mobile capabilities.
• Utilize Automatic Test Framework (ATF) for testing and validation.
• Review code, identify defects, and collaborate with development teams on remediation.

Integrations & Security

• Support REST, SOAP, ServiceNow Spokes, and third-party integrations.
• Diagnose and resolve Discovery and Service Mapping issues.
• Address platform vulnerabilities, especially MID Server security findings.
• Implement security best practices and support audit requirements.
• Manage credentials and secrets using enterprise vault solutions.

Agile Delivery & Operations

• Participate in Agile/Kanban ceremonies, sprint planning, daily standups, and release activities.
• Create and maintain technical documentation, knowledge articles, and operational procedures.
• Manage incident queues and provide timely issue resolution.
• Document work using user stories and Agile project management practices.
• Collaborate with stakeholders, business teams, and technical teams to deliver platform enhancements.

Required Qualifications

• 5+ years of hands-on experience with the ServiceNow platform.
• Strong expertise in ServiceNow ITSM implementations and administration.
• Experience with ServiceNow CSM, SPM, Service Portal, Virtual Agent, and Mobile solutions.
• Strong understanding of ServiceNow Architecture and platform best practices.
• Experience with REST APIs, SOAP integrations, Flow Designer, Discovery, and Service Mapping.
• Knowledge of ITIL processes including Incident, Change, Problem, Knowledge, and Service Catalog Management.
• Experience supporting platform upgrades, patching, cloning, security remediation, and performance tuning.
• Bachelor's Degree in Computer Science or equivalent experience.

Mandatory Certifications

• ServiceNow Certified Implementation Specialist ITSM (CIS-ITSM)
• ServiceNow Certified Application Developer (CAD)

Preferred Qualifications

• ITIL v4 Certification
• ServiceNow CIS-SPM Certification
• ServiceNow Mobile experience
• Experience with platform security, vulnerability management, and compliance requirements.
• Experience supporting enterprise-scale ServiceNow environments.

Technical Skills

Mandatory Skills

• ServiceNow ITSM
• CIS-ITSM
• ServiceNow CAD
• ServiceNow Administration
• ITIL Processes
• REST/SOAP Integrations
• ServiceNow Mobile
• ServiceNow Platform Development

Preferred Skills

• ServiceNow SPM
• ServiceNow CSM
• Service Mapping
• Discovery
• Flow Designer
• ATF (Automated Test Framework)
• Virtual Agent
• Service Portal

Ideal Candidate Profile

• Self-driven and proactive problem solver.
• Strong troubleshooting and analytical skills.
• Excellent communication and stakeholder management abilities.
• Comfortable working independently as well as within Agile teams.
• Passionate about learning new ServiceNow capabilities and industry best practices.