Job Title:  Manager | ITSM (IT Service Management) | Bengaluru | ServiceNow

Key Responsibilities:

•  Gather, analyze, and document business requirements for ITSM processes

•  Configure, customize, and enhance ITSM modules including:

Incident Management Problem Management Change Management Request Management

Knowledge Management CMDB & Asset Management

•  Develop and maintain Service Catalog items, record producers, and approval workflows

•  Build automation using Flow Designer for request fulfilment, approvals, notifications, and SLA management

•  Configure UI Policies, Client Scripts, Business Rules, Script Includes, and ACLs

•  Design, develop, and support REST-based integrations with third-party systems (monitoring tools, CMDB sources, ERP, IAM, etc.)

•  Work on CMDB configuration, CI class modelling, relationships, and CMDB health improvements

•  Provide L2/L3 production support, troubleshooting and resolving: Defects and incidents

ACL and role-based access issues Integration failures

SLA breaches and performance issues

•  Assist in ServiceNow upgrades, update set migrations, testing, and deployment activities

•  Create and maintain technical documentation, design documents, SOPs, and runbooks

•  Ensure solutions follow ServiceNow best practices, governance, and ITIL standards

Collaborate with stakeholders, process owners, and cross-functional teams for continuous