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

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Manager | Service Now | Bengaluru | ServiceNow

·       Job requisition ID: 105116

·       Location: Bengaluru

·       Entity: Deloitte Touche Tohmatsu India LLP

The team

Enterprise technology must do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about ET&P

Your work profile

·       Lead the design, development, and enhancement of enterprise solutions on the ServiceNow across multiple modules such as ITSM, SPM, ITOM, HRSD, CMDB, App Engine, and custom applications.

·       Collaborate with business stakeholders, architects, and technical teams to gather requirements and define scalable ServiceNow solutions.

·       Design and develop workflows, Flow Designer automations, business rules, UI actions, client scripts, integrations, and reusable platform components.

·       Lead the development of custom applications and scoped applications using ServiceNow App Engine.

·       Design and implement integrations with external enterprise applications using REST APIs, SOAP services, Integration Hub, and middleware technologies.

·       Develop and maintain advanced reports, dashboards, scorecards, and ServiceNow Performance Analytics solutions for operational and executive reporting.

·       Support CMDB, platform governance, data quality, and process standardization initiatives across ServiceNow modules.

·       Drive platform optimization, automation, and continuous improvement initiatives to improve operational efficiency and user experience.

·       Provide technical leadership, perform code reviews, and mentor junior developers and analysts.

·       Participate in solution architecture discussions, release management, testing, deployment, and production support activities.

·       Ensure adherence to ServiceNow development best practices, security standards, and enterprise governance processes.

·       Collaborate with business stakeholders and IT teams to gather and document application requirements. Translate business needs into technical specifications and design documents.

·       Write and maintain complex scripts using JavaScript and ServiceNow's scripting engine. Develop workflows, business rules, UI actions, client scripts, and other configurations to enhance the functionality of custom applications.

·       Integrate custom applications with existing ServiceNow modules and third-party systems, ensuring data consistency and seamless operation. Use REST/SOAP APIs and other integration methods as needed.

·       Conduct thorough testing of custom applications, including unit testing, system testing, and user acceptance testing (UAT). Ensure that applications are robust, secure, and perform well under load.

·       Create and maintain detailed documentation for custom applications, including technical specifications, design documents, user guides, and training materials.

·       Provide ongoing support for custom applications, including troubleshooting issues, implementing enhancements, and performing regular updates and maintenance.

·      Stay updated with the latest ServiceNow features, best practices, and industry trends. Identify opportunities for improving the efficiency and effectiveness of custom applications

Key skills required

·      7-10 years of hands-on experience as a ServiceNow Consultant/Developer across multiple ServiceNow modules.

·      Strong experience in modules such as ITSM, SPM, ITOM, HRSD, CMDB, App Engine, Service Catalog, and custom scoped applications.

·      Strong expertise in integrations using REST APIs, SOAP web services, Integration Hub, and third-party enterprise applications.

·      Hands-on experience in developing custom applications and scoped applications using App Engine.

·      Strong experience in developing reports, dashboards, KPIs, and Performance Analytics solutions.

·      Proficiency in JavaScript, Glide scripting, Script Includes, Business Rules, Client Scripts, UI Policies, Flow Designer, and Service Portal/UI Builder.

·      Experience designing scalable workflows, automation solutions, and reusable ServiceNow components.

·      Good understanding of CMDB, CSDM, ITIL processes, platform governance, and ServiceNow implementation best practices.

·      Experience working with Agile delivery methodologies and collaboration tools such as Jira and Confluence.

·      Strong analytical, stakeholder management, troubleshooting, and communication skills.

·      Experience leading technical discussions, mentoring team members, and collaborating with cross-functional teams.

·      Preferred certifications:

·      CSA

·      CAD

·      CIS certifications in relevant ServiceNow modules

You bring you

That's all we ask. And in return, we'll create an enabling and respectful environment. That includes reasonable accommodation for Fate unique needs.

Your bold odyssey starts here 

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Power the nation's growth story: We're Indian-owned and led and working towards India's future. Our team spans and creates impact for the country, well beyond its urban centers. We move ahead along with the communities in which we operate, thereby giving you a profession with a strong sense of purpose.