Web Developer

Project Role : Web Developer
Project Role Description : Design, build and test web-based applications for various site components and edit site content. Document technical designs and specifications. Research and incorporate updated content for websites.
Must have skills : ServiceNow IT Service Management (ITSM)
Good to have skills : NA
Minimum 2 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary
As a ServiceNow Support & Developer (Infra Tech Support Practitioner), you will be responsible for the end-to-end support, administration, and development of the ServiceNow platform. This includes incident and request management, platform maintenance, workflow development, and module customization. You will work across IT infrastructure layers to provide L1/L2 support, implement ITSM processes, and contribute to automation and efficiency enhancements. The role demands a mix of platform expertise, infrastructure knowledge, and hands-on development capabilities within a defined IT operating model.

Roles & Responsibilities
- ServiceNow Support & Administration:
- Provide technical L1 and L2 support for ServiceNow incidents, service requests, and platform issues.
- Manage day-to-day operations of ServiceNow ITSM modules (Incident, Problem, Change, Request).
- Perform platform administration, including user/group management, role assignments, and access control.
- Monitor system performance, usage, and health of the ServiceNow instance.
ServiceNow Development:
- Design and develop custom workflows, business rules, client scripts, UI policies, and catalog items.
- Build and maintain automation solutions for ITSM processes using ServiceNow scripting (JavaScript).
- Implement custom integrations using REST/SOAP APIs and MID Server (if applicable).
- Create and maintain reports, dashboards, and performance analytics for key ITSM metrics.
Process & Documentation:
- Contribute to the continuous improvement of ITSM processes and platform enhancements.
- Maintain and update system and solution documentation.
- Participate in sprint planning, daily stand-ups, and release management activities as part of Agile/ITIL practices.
- Engage in cross-functional collaboration with other technical and business teams.

Professional & Technical Skills
Core ServiceNow Skills:
- Minimum 3 years of hands-on experience with ServiceNow administration and development
- Strong knowledge of ITSM modules (Incident, Change, Problem, Request)
- Experience in client/server scripting (JavaScript, Glide API)
- Development of catalog items, workflows, notifications, and integrations
- Familiarity with Scoped Applications, Update Sets, and Application Lifecycle
Other Technical Competencies:
- Experience with reporting tools like Power BI or Tableau
- Good understanding of ITIL frameworks and service operations
- Experience with REST/SOAP API integrations in ServiceNow (preferred)
- Basic scripting/automation beyond ServiceNow (PowerShell, Python) is a plus

Additional Information:
- The candidate should have minimum 3 years of experience in ServiceNow IT Service Management.
- This position is based at our Pune office.
- A 15 years full time education is required.
Preferred Certifications:
- ServiceNow Certified System Administrator (CSA) – Required/Preferred
- ITIL Foundation Certification