ITSM Lead Engineer, Software Development

Role overview

Development and platform support

• Design and implement workflows, business rules, UI policies, script includes, client scripts, and integrations.
• Configure Incident, Problem, Change, Request/Service Catalog, and CMDB modules.
• Build and support Service Catalog forms, workflows, approvals, and integrations.
• Support upgrades, testing, continuous improvement, proof-of-concept work, and troubleshooting.

Analysis, integration, and automation

• Gather and document requirements; conduct process mapping, gap analysis, systems analysis, and solution design.
• Develop integrations with enterprise tools and use Flow Designer, IntegrationHub, and scripting to automate workflows.
• Recommend workflow improvements and automation to reduce manual effort.

Governance and collaboration

• Align solutions with ITIL practices and governance standards; support audit readiness, compliance, documentation, testing, and change management.
• Collaborate with global IT teams, vendors, and stakeholders; provide technical documentation and knowledge transfer.
• Work across time zones with teams in the Americas; some evening hours are required.

Required experience and qualifications

• 5–7 years of hands-on ServiceNow development and configuration experience, including JavaScript, Glide API, and Flow Designer.
• Strong ITSM module expertise and experience with Service Catalog development, Performance Analytics, dashboards, and reporting.
• Experience with requirements gathering, systems analysis, solution design, REST/SOAP/MID Server integrations, and CMDB/CSDM.
• Knowledge of instance health monitoring, platform security, ITIL, and service management frameworks.
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• ServiceNow Certified System Administrator (CSA) certification is required.

Preferred experience and credentials

• CAD or ITSM certification is a plus.
• Additional module experience, such as HAM/SAM or HRSD, is preferred.
• AI-driven capabilities, automation platforms, and enterprise monitoring or AIOps tools are preferred.

Work location and schedule

• The role is based in the Waters GCC office in Bangalore.
• On-site presence is required Tuesday through Thursday each week; the stated office schedule with flexibility indicates a hybrid arrangement.
• Some evening hours are required to collaborate with teams in the Americas.