ServiceNow Platform Engineer (ITSM/ ITOM) | Kharadi, Pune | 5 days WFO

Job Title: ServiceNow Platform Engineer ITSM / ITOM / Integration & SRE Operations

Location: Kharadi, Pune
Work Mode: Work from Office 5 Days a Week (Mandatory)
Experience: 5+ Years in IT Service Management, including 3+ Years of ServiceNow ITSM / Platform Support experience
Employment Type: Fulltime (Fixed Term)

Job Summary

We are looking for an experienced ServiceNow Platform Engineer with strong hands-on expertise in platform administration, configuration, scripting, integrations, security, and production support.

The candidate should have experience supporting ongoing ServiceNow implementations, managing platform operations, troubleshooting integrations, developing automation and ensuring platform stability.

Strong technical knowledge of ServiceNow scripting, REST/SOAP integrations, MID Server, security and SRE/production operations is essential. Experience with ITSM or ITOM modules is preferred.

Mandatory Technical Skills

• Strong hands-on experience in ServiceNow platform administration, configuration and development.
• Good knowledge of ServiceNow platform fundamentals, including instances, applications, modules, tables, records, lists, forms, logs, email status, event queues and MID Server.
• Strong JavaScript scripting experience, including Business Rules, Client Scripts, Script Includes, Glide APIs and GlideRecord.
• Hands-on experience with Flow Designer, workflows, approvals, notifications, SLAs, scheduled jobs and automated assignment/routing.
• Strong integration experience using REST APIs, SOAP APIs, IntegrationHub, MID Server, inbound/outbound integrations and web services.
• Knowledge of ServiceNow security, including roles, ACLs, authentication, data access controls and application security.
• Experience with SSO implementation/configuration and authentication mechanisms.
• Good understanding of ServiceNow data models, tables, fields, reference fields, relationships, task hierarchy and CMDB basics.
• Experience with Import Sets, Transform Maps, scripting and bulk data updates.
• Experience with instance administration, environment management, update sets, application repository, cloning, upgrades and release controls.
• Strong troubleshooting skills covering configuration, integration, data, access, workflow, performance and environment-related issues.

SRE / Production Support Responsibilities

• Support ServiceNow BAU operations and production environments.
• Monitor platform health, integration status, event queues and MID Server availability.
• Troubleshoot production incidents, integration failures, performance issues and platform errors.
• Perform Root Cause Analysis (RCA) and drive corrective/preventive actions.
• Support release management, deployment readiness, technical testing and defect remediation.
• Ensure platform stability, availability, operational continuity and service improvement.
• Prepare technical documentation, runbooks, deployment records and operational handover documents.

ITSM & Governance Responsibilities

• Manage and support Incident Management, Problem Management and Change Management processes.
• Support Request Fulfilment, Knowledge Management and Service Level Management (SLA/OLA).
• Coordinate Major Incident Management and Change Advisory Board (CAB) activities.
• Ensure release and deployment governance.
• Monitor operational KPIs, SLAs, service performance and compliance.
• Support risk tracking, audit activities and process compliance.
• Drive Continual Service Improvement (CSI) and process standardization.
• Prepare operational reports, service metrics and governance documentation.
• Coordinate with global support teams, architects, developers, testers, security and infrastructure teams.

Required ITSM Skills

• Strong understanding of ITIL v4 processes.
• Hands-on experience supporting ServiceNow ITSM in BAU/production environments.
• Experience in Incident, Problem, Change and Request Management.
• Knowledge of SLA, KPI and operational reporting.
• Experience in service governance, process compliance and CAB activities.
• Strong stakeholder management, communication and documentation skills.

Good to Have

• Experience with ServiceNow ITSM and/or ITOM modules.
• ServiceNow CMDB fundamentals.
• Performance Analytics and ServiceNow reporting.
• Cloud and hybrid infrastructure concepts, including networking, identity, monitoring, security and data movement.
• Experience working with global support teams and enterprise service management environments.

Experience Requirements

• 5+ years of overall IT Service Management experience.
• 3+ years of hands-on ServiceNow ITSM / platform support experience in BAU environments.
• Practical experience in ServiceNow configuration, scripting, integrations and production troubleshooting.

Candidates must be willing to work from the office 5 days a week at Kharadi, Pune. This is a mandatory requirement.

Candidates with strong hands-on ServiceNow platform engineering, scripting, integration, security and SRE/production support experience are encouraged to apply.