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Manager | ITSM, ITAM | Delhi | ServiceNow

·      Job requisition ID: 105022

·      Location: Bengaluru, Gurugram, Hyderabad

·      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

We are looking for an experienced ServiceNow ITSM Developer with 9–12 years of hands-on experience in implementing, configuring, and supporting ServiceNow ITSM solutions. The ideal candidate will have strong expertise in Incident , alert correlation, noise reduction, integrations with monitoring tools, and automation to support enterprise IT operations.

• ITSM Build and manage Request Management, Incident Management, Major Incident Management , Problem, Change Management, Custom Applications, Service Catalogues
• ITSM Configuring Notifications, SLAs, Service Operations Workbench
• Build ITSM dashboards using ServiceNow Performance Analytics and reporting
• ITSM – Advance workflows, GenAi, Agentic workflow solutions , NowAssist, VA chat, ITIL 4 aligned ITSM module implementation
• ITAM – Asset management workflows , HW & SW asset management workflows, procurement, onboarding, HW/SW catalogues, Provisioning, tracking, retiral configuration and reporting Dashboard configuration
• ITAM – build integration with ITAM discovery and source systems ( SCCM, Airwatch, Intune) , good to have capability using integration with provision tools
• Good to have HAM Pro , SAM pro capability using Publisher pack configuration

Key Responsibilities:

• Gather, analyze, and document business and technical requirements related to ITIL 4 aligned IT Service Management and IT Asset Management
• ITSM
• Build workflows and configuration with ITIL 4 aligned ServiceNow ITSM module implementation
• Build and manage Request Management, Incident Management, Major Incident Management , Problem, Change Management, Custom Applications, Service Catalogues
• Configuring Notifications, SLAs, Service Operations Workbench
• Build ITSM dashboards using ServiceNow Performance Analytics, NowAssist , GenAI and reporting
• Integrate with MS Team , SSO, AD,
• ITAM
• Asset management workflows , HW & SW asset management workflows, procurement, onboarding, HW/SW catalogues, Provisioning, tracking, retiral configuration and reporting Dashboard configuration
• Build integration with ITAM discovery and source systems ( SCCM, Airwatch, Intune) , good to have capability using integration with provision tools
• Good to have HAM Pro , SAM pro capability using Publisher pack configuration

·      Configure, customize, and enhance ServiceNow ITSM capabilities, including: NowAssist , Major Incident Management, Knowledge Management, walk-up experience and Work place automations

·      Integrate ServiceNow ITSM with third-party ITSM tools (e.g., Remedy, ServiceNow , JIRA etc ) using REST APIs, connectors, and MID Servers

·      Configure Incident and Change integrations to enable automated ticket creation and lifecycle management from alerts

·      Develop automation using Flow Designer for: Automated incident creation and updates

·      CI and service impact updates

·      Work closely with CMDB and Service Mapping teams to ensure accurate CI and service context for events and alerts

·      Tune and optimize ITSM to improve performance, scalability, and accuracy

·      Provide L2/L3 production support, troubleshooting

·      Resolve MID Server and integration problems

·      Assist in ServiceNow upgrades, update set migrations, testing, and production deployments

·      Create and maintain technical documentation, configuration guides, and operational runbooks

·      Ensure implementations align with ServiceNow best practices, governance models, and ITIL standards

Key skills required

·      Bachelor’s degree in Computer Science, Information Technology, or a related field

·      5-8 years of hands-on experience with ServiceNow ITSM, ITAM .

·      Good to have capability on other ServiceNow modules like HRSD,CSM, ITOM, CMDB experience

·      Strong expertise in: ITSM , ITAM, HAM , SAM

·      Strong experience in ITSM , ITAM Integration with Enterpeise systems

·      Hands-on experience integrating ServiceNow with AD, SSO.

·      Hands on experience in integration using OAuth and latest authentication methods for integration

·      Strong understanding of MID Server architecture and troubleshooting

·      Experience with Flow Designer, workflow editor and automation

·      Solid understanding of ITIL processes, especially Event, Incident, and Change Management

·      Strong analytical, troubleshooting, and problem-solving skills

·      Excellent communication, documentation, and stakeholder management skills

·      Experience working with global, cross-functional operations teams

Preferred Skills:

·      ServiceNow Certified System Administrator (CSA)

·      ServiceNow CIS ITSM certification (preferred)

·      ServiceNow ITAM HAM, SAM certification / micro certification (preferred)

Experience with:

·      ITSM

·      ITAM

·      Flow Designer

·      MID Server, Integrations

·      HAM, SAM

Candidate must visit the office as per Deloitte and Client ways of working

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.