{"id":2312453,"url":"https://alion.io/job/andrew-itsm-lead-engineer-software-development","title":"ITSM Lead Engineer, Software Development","company":{"id":3783818,"name":"Andrew Alliance","domain":"andrewalliance.com","url":"https://alion.io/company/andrew-6","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Backend","role_family":"Backend","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":27000,"max_usd":55000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":51},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ISO 27001","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"JavaScript","optional":false},{"name":"Rest API","optional":false},{"name":"ServiceNow","optional":false},{"name":"SOAP","optional":false},{"name":"SOC 2","optional":false},{"name":"AIOps","optional":true},{"name":"Power Automate","optional":true}],"status":"live","first_seen_at":"2026-10-12T02:13:11Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-12T12:59:38Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Overview\nRole Overview\nWaters is seeking a skilled Senior ServiceNow Developer to design, configure, and support solutions across the ServiceNow platform, with a strong focus on IT Service Management (ITSM) and related enterprise modules. This role will work closely with stakeholders to gather requirements, perform systems analysis, and deliver scalable solutions that improve service delivery, user experience, and operational efficiency, while leveraging out-of-the-box platform capabilities wherever possible.\nResponsibilities\nKey Responsibilities\nServiceNow Development & Configuration: As a member of the ServiceNow Development team:\nDesign, configure, and implement workflows, business rules, UI policies, script includes, client scripts, and integrations within ServiceNow.\nConfigure and enhance core ITSM modules, including:\nIncident\nProblem\nChange\nRequest / Service Catalog\nCMDB\nDevelop, maintain, and enhance Service Catalog items, including forms, workflows, approvals, and integrations.\nBuild and support solutions aligned with business and IT requirements, prioritizing out-of-the-box functionality and platform best practices.\nSupport platform upgrades, testing, and continuous improvement initiatives.\nTroubleshoot and resolve platform and application issues, leveraging log analysis, script debugging, and integration failure triage.\nParticipate in Proof of Concepts (POCs) to evaluate new platform capabilities.\nRequirements Gathering & Systems Analysis\nPartner with stakeholders (IT, business teams, and vendors) to gather, analyze, and document requirements.\nTranslate business needs into scalable ServiceNow solutions using standard platform capabilities.\nConduct systems analysis, including process mapping, gap analysis, and solution design.\nProvide recommendations to improve workflows, automation, and service delivery while minimizing deviations from standard functionality.\nIntegration & Automation\nDevelop and maintain integrations with enterprise tools (monitoring, endpoint management, identity systems, etc.).\nLeverage Flow Designer, IntegrationHub, and scripting (JavaScript/Glide API) to automate workflows where appropriate.\nIdentify opportunities to reduce manual effort through automation and orchestration.\nContribute to automation initiatives across ITSM and related domains.\nGovernance & Compliance\nEnsure solutions align with ITIL best practices and Waters’ governance standards.\nPromote use of standard ServiceNow capabilities to support maintainability, scalability, and upgradeability.\nSupport audit readiness and compliance with ISO 20000, ISO 27001, SOC 2, and internal controls.\nFollow established SDLC practices, including documentation, testing, and change management.\nCollaboration & Support\nCollaborate with global IT teams, vendors, and stakeholders to deliver scalable solutions.\nProvide technical documentation and knowledge transfer to support and operations teams.\nAssist in troubleshooting and resolving platform and application issues.\nWork effectively across time zones, including collaboration with teams in the Americas.\nRequired Skills & Experience\n5-7 years of hands-on experience in ServiceNow development and configuration (JavaScript, Glide API, Flow Designer).\nStrong expertise in ITSM modules (Incident, Problem, Change, Request, Service Catalog).\nHands-on experience developing and maintaining Service Catalog items (forms, workflows, approvals) and familiarity with Employee Center / Service Portal page design, UI Builder, portal widgets.\nStrong expertise with Performance Analytics, dashboards, and reporting, including deep understanding of the underlying ServiceNow database tables and data.\nExperience in requirements gathering, systems analysis, and solution design.\nWorking knowledge of CMDB, including familiarity with discovery, service mapping, and the CSDM data model.\nExperience with integrations (REST, SOAP, MID Server).\nStrong understanding and experience applying best practices in instance health monitoring and platform security.\nSolid understanding of ITIL processes and service management frameworks.\nDemonstrated ability to deliver solutions using standard platform capabilities and best practices.\nStrong analytical, problem-solving, and communication skills.\nPreferred Skills & Experience\nExperience with additional ServiceNow modules such as:\nHAM / SAM\nHR SD\nExposure to AI-driven capabilities (e.g., ServiceNow Now Assist, Moveworks).\nExperience with automation platforms (e.g., Power Automate or similar tools).\nFamiliarity with enterprise monitoring and AIOps tools.\nWork Location & Schedule Expectations\nThis role is based in the Waters GCC office in Bangalore. On-site presence is required Tuesday through Thursday each week.\nFlexibility to work some evening hours is required to support collaboration with teams in the Americas.\nQualifications\nQualifications\nBachelor’s degree in Computer Science, Information Technology, or related field.\nServiceNow Certified System Administrator (CSA) required.\nServiceNow Certified Application Developer (CAD) or ITSM certification is a plus.\nCompany Description\nWaters Corporation (NYSE:WAT) is a global leader in life sciences and diagnostics, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, our innovative portfolio harnesses deep scientific expertise across chemistry, physics, and biology. We collaborate with customers around the world to advance the release of effective, high-quality medicines, ensure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combating antibiotic resistance. Through a shared culture of relentless innovation, our passionate team of ~16,000 colleagues turn scientific challenges into breakthroughs that improve lives worldwide.\nDiversity and inclusion are fundamental to our core values at Waters Corporation. It benefits our employees, our products, our customers and our community. Waters complies with all applicable federal, state, and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status, or any other characteristic protected by law. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. 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