{"id":2820452,"url":"https://alion.io/job/prudential-singapore-servicenow-itsm-developer","title":"ServiceNow ITSM Developer","company":{"id":232568,"name":"Prudential Singapore","domain":"prudential.com.sg","url":"https://alion.io/company/prudential-2","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":84,"open_postings":55,"ghost_share":0,"stale_share":0.436,"repost_share":0,"time_to_fill_p50_days":67,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Enterprise Apps","role_family":"Enterprise Apps","seniority":"senior","employment_type":"full_time","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":16500,"max_usd":39000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":63},"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"AppDynamics","optional":false},{"name":"Dynatrace","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":"Splunk","optional":false}],"status":"live","first_seen_at":"2026-07-09T00:00:00Z","employer_posted_date":"2026-07-09","last_verified_at":"2026-10-22T20:36:36Z","board_verified":true,"closed_at":null,"days_open":106,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":106},"description":"Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.\nThis position is responsible for the delivery and execution of projects and initiatives within DPS - Enterprise Technology. DPS - Enterprise Technology setup enables Prudential to delivery technology as a Product to both internal & external customers.\nThe role will work closely with Sr. Manager - Process Management & Integration to enhance ServiceNow ITSM capabilities and should possess experience in designing, configuring and enhancing IT Service Management solutions on the ServiceNow platform. The role requires strong technical expertise in core ITSM modules, solid scripting skills, and experience working closely with process owners, platform administrators, and support teams to deliver scalable, high-quality solutions to deliver scalable, enterprise-grade ITSM solutions aligned to organizational standards and governance.\nJob Description\nDesign, develop, and customize ServiceNow ITSM modules including Incident, Problem, Change, Request, Knowledge, and Service Catalog.\n\nConfigure workflows using Flow Designer and to automate ITSM processes and improve operational efficiency.\n\nDevelop and maintain platform customizations such as Business Rules, Script Includes, Client Scripts, UI Policies, ACLs, and Notifications.\n\nImplement and enhance Service Catalog items, Record Producers, and approvals aligned with business requirements.\n\nIntegrate ServiceNow ITSM with external systems using REST/SOAP APIs, IntegrationHub, and MID Server where applicable.\n\nCollaborate with ITIL process owners to ensure ITSM implementations align with best practices and organizational standards.\n\nPerform code reviews, manage Update Sets, support release cycles, and ensure adherence to ServiceNow development best practices.\n\nProvide L2/L3 support for ITSM-related production issues, including troubleshooting and root cause analysis.\n\nCreate technical documentation, solution designs, and knowledge articles for developed solutions.\n\nSupport platform upgrades, patching activities, and regression testing (ATF basics).\n\nJob Qualifications\nExperience Level: 6-9 years of ServiceNow development experience with strong ITSM focus.\n\nEducation Level: Bachelor’s degree in Engineering, Computer Science, or related discipline.\n\nStrong experience in core ITSM modules: Incident, Problem, Change, Request, Knowledge, and Service Catalog.\n\nProficiency in JavaScript and ServiceNow scripting (Glide APIs, Script Includes, Business Rules, Client Scripts).\n\nExperience with Flow Designer, approvals, SLAs, notifications, and UI configuration.\n\nSolid understanding of ITIL concepts and ITSM processes.\n\nExperience working with ServiceNow SDLC practices including Update Sets, instance management, and release processes.\n\nAbility to troubleshoot complex issues and optimize existing implementations for performance and maintainability.\n\nStrong scripting skills in JavaScript and Glide APIs.\n\nExperience with MID Server configuration and troubleshooting.\n\nExperience integrating monitoring tools such as Dynatrace, AppDynamics, SolarWinds, Splunk, or similar.\n\nServiceNow certifications such as CSA, CIS-ITSM, or ITIL Foundation.\n\nExperience with Performance Analytics, Virtual Agent, or Service Portal/Employee Center.\n\nExposure to CMDB and its relationship with ITSM processes.\n\nExperience in agile delivery environments and collaboration with cross-functional teams.\n\nFamiliarity with ServiceNow best practices for upgrades and instance health.\n\nFamiliarity with ATF, ServiceNow release management, and instance management.\n\nPrudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. 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