ServiceNow Engineer

Role overview

Responsibilities

• Configure, test, deploy, and maintain ServiceNow applications and modules; support CSM and ITSM capabilities.
• Configure forms, fields, tables, roles, groups, assignment rules, SLAs, reports, and dashboards.
• Translate approved business requirements and user stories into scalable technical solutions and provide recommendations in requirement workshops.
• Perform unit and integration testing, resolve defects, and support deployments.
• Troubleshoot platform issues, conduct root-cause analysis, and monitor system health, performance, integrations, scheduled jobs, and logs.
• Maintain technical documentation, configuration records, deployment procedures, and support guides.
• Provide technical support and knowledge transfer to administrators, support teams, and business users.
• Coordinate with business analysts, product owners, QA, infrastructure and security teams, and implementation partners.
• Identify automation, optimization, and user-experience improvements; support production incidents and on-call activities when required.

Requirements

• At least three years of hands-on ServiceNow development, configuration, administration, or platform-support experience.
• Practical ServiceNow ITSM/CSM experience and knowledge of ITIL-based service management processes.
• Experience with Agile delivery, user stories, sprint planning, testing, release management, and production support.
• Ability to troubleshoot complex platform issues, perform root-cause analysis, and resolve critical incidents.
• Knowledge of platform operations, system health, infrastructure monitoring, performance management, and business continuity.
• Experience with enterprise ServiceNow environments, monitoring tools, early-warning mechanisms, and operational reporting.
• Ability to coordinate with business stakeholders, project teams, infrastructure, vendors, and technical support teams.
• Strong analytical, communication, documentation, prioritization, and stakeholder-management skills; ability to adapt to evolving requirements.

Certifications

• Listed certifications: ServiceNow Certified System Administrator, ServiceNow Certified Application Developer, and ITIL Foundation.