This is a Permanent role with a Big-5 client of Careernet.
Our Digital Solutions team goes beyond traditional IT. We are a collaborative, agile, and customer-centric group of problem solvers who are passionate about innovation and technology. We continuously explore advancements and leverage them to drive business outcomes, enhance user experience, and support enterprise-wide transformation.
Role Summary
As part of the Enterprise Tools Engineering team, you will leverage your ServiceNow expertise to design, develop, and optimize solutions that improve efficiency and productivity across the organization. You will collaborate with cross-functional teams including ITSM, HR, Security, Vendor Management, and CMDB teams to deliver scalable and intelligent workflows for over 45,000 users.You will play a key role in driving continuous improvement by applying best practices, recommending platform enhancements, and contributing to the ServiceNow roadmap to address complex business challenges.
Key Responsibilities
ServiceNow Administration & Development
Act as a ServiceNow Administrator/Developer
Design, develop, and maintain ITSM modules including Incident, Problem, and Change Management
Configure and manage:
Business Rules, Script Includes, UI Scripts, Client Scripts, UI Policies
Workflows, Assignment Rules, SLAs, Notifications, and Templates
Administer and enhance Service Catalog and related components (Catalog Items, Record Producers, Order Guides)
Configure ServiceNow Portal using AngularJS
Develop workflows and integrations using Flow Designer
Manage data imports and transformation maps
Implement platform configurations across ITSM modules
Automation & Integration
Implement and manage ServiceNow Discovery
Integrate third-party systems with CMDB
Develop and maintain REST/SOAP API integrations
Build automated workflows to improve operational efficiency
Monitoring & Optimization
Monitor platform performance, including Health Scan scores
Proactively enhance system performance, scalability, and maintainability
Improve overall user experience and platform reliability
Security & Compliance
Manage roles, access controls, and authentication mechanisms
Ensure compliance with data governance and audit requirements
Maintain secure logging and platform security standards
Collaboration & Leadership
Partner with cross-functional stakeholders including HR, ITSM, and Operations teams
Mentor and guide junior team members
Conduct knowledge-sharing sessions and promote best practices
Continuous Improvement
Stay updated with ServiceNow releases and new capabilities
Contribute to platform strategy, standards, and best practices
Identify opportunities for automation, optimization, and innovation
Business Impact
Support a platform serving 40,000+ employees
Handle high transaction volumes:
~1200 HR requests/day
~1000 Incidents/day
~230 Service Requests/day
~70 Change Requests/day
Manage Discovery data for 14,000+ servers, ensuring accurate CMDB data across the enterprise
Basic Qualifications
6+ years of hands-on experience as a ServiceNow Administrator/Developer
Strong expertise in:
ITSM modules (Incident, Problem, Change Management)
Service Catalog and Portal (AngularJS)
CMDB and ServiceNow Discovery
REST/SOAP API integrations
Flow Designer and automation
JavaScript and HTML
Experience working in Agile/Scrum/SAFe environments
Relevant certifications:
CSA (Certified ServiceNow Administrator) or
CAD (Certified Application Developer)
Experience with Virtual Agent / Natural Language Understanding (NLU)
Performance Analytics implementation
PowerShell scripting
ITSM Pro experience
Key Competencies
Strong problem-solving and analytical skills
Ability to work independently and prioritize effectively
Excellent stakeholder management and communication skills
Ability to translate technical concepts for non-technical audiences