ServiceNow Engineer

Key Responsibilities

The ServiceNow Engineer is responsible for designing, configuring, developing, integrating, and supporting the ServiceNow platform. The role ensures that ServiceNow solutions meet business and technical requirements while maintaining platform stability, security, performance, and scalability.

· Configure, test, deploy, and maintain ServiceNow applications and modules

· Support ServiceNow 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.

· Participate in requirement workshops and provide technical recommendations.

· Perform unit testing, integration testing, defect resolution, and deployment support.

· Troubleshoot platform issues and conduct root-cause analysis.

· Monitor platform health, performance, integrations, scheduled jobs, and system 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 teams, infrastructure teams, security teams, and implementation partners.

· Identify opportunities for automation, platform optimization, and improved user experience.

· Support production incidents and participate in on-call activities when required.

Requirements

Qualifications:

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

Certifications:

• ServiceNow Certified System Administrator
• ServiceNow Certified Application Developer
• ITIL Foundation
• Oracle Cloud Infrastructure 2025 Certified Foundations Associat