ServiceNow Subject Matter Expert (SME)

• ServiceNow Subject Matter Expert (SME)
• Experience: 10 - 14 years
• Location: Pune/Mumbai /Bangalore

Any Project specific Prerequisite skills: ServiceNow Subject Matter Expert (SME)

• Role Purpose
  Serve as the primary technical expert for ServiceNow integrations, platform configuration, and troubleshooting. Work closely with engineering, architecture, QA, and product teams to ensure successful delivery of ServiceNow-related capabilities and resolution of integration issues.
• Key Responsibilities
• Act as the lead SME for all ServiceNow-related technical discussions and problem resolution.
• Analyse and resolve ServiceNow integration challenges involving APIs, workflows, CMDB, ITSM, ITOM, and custom applications.
• Design, develop, and maintain integrations between ServiceNow and enterprise platforms.
• Troubleshoot issues related to API connectivity, authentication, performance, latency, and data consistency.
• Review and optimise ServiceNow workflows, business rules, client scripts, and integrations.
• Partner with engineering teams during design, development, testing, and release phases.
• Conduct root cause analysis for production incidents and recurring defects.
• Support release planning, deployment validation, and post-production hypercare activities.
• Create technical documentation, knowledge articles, and operational runbooks.
• Mentor development teams on ServiceNow best practices and platform governance.
• Required Skills
• 12+ years of experience in ServiceNow platform implementation and support.
• Strong experience with:
• ITSM
• ITOM
• CMDB
• Service Catalog
• Integration Hub
• Flow Designer
• REST/SOAP APIs
• Expertise in JavaScript, ServiceNow scripting, and workflow automation.
• Experience integrating ServiceNow with enterprise applications, cloud platforms, and third-party tools.
• Strong understanding of authentication mechanisms (OAuth, SAML, JWT, Basic Auth).
• Experience with Agile delivery methodologies.
• Preferred Qualifications
• ServiceNow CSA (Certified System Administrator)
• ServiceNow CIS certifications (ITSM/ITOM/CMDB)
• ServiceNow CAD (Certified Application Developer)

Experience in enterprise-scale transformation or platform engineering programmes.