Job Title:  Senior Consultant | IT Service Management | Bengaluru | ServiceNow

Deloitte.

Be audacious in impact

When was the last time you thought the unthinkable, defined the unfathomable, or did what no one else has dared to try?

At Deloitte, we're creating bold new frontiers for our clients and communities. Our roar echoes across India and beyond. So, bring your unique self and rise louder and leap further than ever before.

Senior Consultant | ITSM ServiceNow Developer | Bengaluru | ServiceNow

·       Job requisition ID: 113499

·       Location: Hyderabad/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

• ·       Design, develop, and enhance IT Servicenow Developer (ITSM) solutions on the ServiceNow platform.
• ·       Configure and customize core ITSM modules.
• ·       Develop workflows, Business Rules, Client Scripts, UI Policies, Script Includes, and UI Actions to streamline service management processes.
• ·       Collaborate with business analysts, process owners, and technical teams to gather requirements and translate them into scalable ServiceNow solutions.
• ·       Develop and maintain integrations with third-party enterprise tools using REST APIs, SOAP web services, MID Server, and IntegrationHub.
• ·       Support CMDB and service mapping initiatives by ensuring accurate CI relationships and alignment with ITIL / CSDM standards.
• ·       Support UAT planning and execution by validating test scenarios, expected outcomes, and deployment readiness.

Key skills required

• Should be a ITSM Developer 
• 5-6 years of experience as a ServiceNow Developer with strong expertise in ITSM.
• Configure, customize, and enhance ITSM modules including:
• Virtual Agent
• Event Management
• Performance Analytics
• 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 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 improvement.
• ITSM: Integration, UI Builder, UI Policies, Service Portal
• Deep understanding of ServiceNow data model, architecture, and integration frameworks.
• Solid understanding of ITIL processes and enterprise service management concepts.
• Excellent communication, stakeholder management, and documentation skills.
• Experience managing cross-functional, global delivery teams.
• Education - UG and Above.

·       Preferred certifications: CSA, CAD, CIS-ITSM.

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 

Our story starts with your success: Experience excellence in an environment that is meritorious, respectful, collaborative, and empowering. One that is a catalyst of 360-degree happiness for you and your loved ones.

Get right skilled for tomorrow: Get equipped to fuel transformative change and be the best in the industry. Don't just learn new skills, but be the engine of innovation, with clutter-breaking solutions and practices.

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.