Associate Principal - System Management

Location: PAN INDIA

Experience: 11–15 Years

About The Role We are seeking a ServiceNow Subject Matter Expert (SME) to serve as the primary technical expert for ServiceNow integrations, platform configuration, and troubleshooting . The role will work closely with engineering, architecture, QA, and product teams to deliver ServiceNow capabilities, resolve integration challenges, and ensure effective platform governance.

Job Description The role requires deep expertise in the ServiceNow platform , with responsibility for analyzing and resolving integration challenges across ITSM, ITOM, CMDB, workflows, and custom applications. The SME will design, develop, and maintain integrations between ServiceNow and enterprise platforms, cloud environments, and third-party tools.

The position involves troubleshooting API connectivity, authentication, performance, latency, and data consistency issues, while reviewing and optimizing workflows, business rules, client scripts, and integrations. The candidate will also support engineering teams throughout design, development, testing, release, and production activities.

The SME will conduct root-cause analysis for production incidents, support deployment and post-production activities, maintain technical documentation and operational runbooks, and mentor development teams on ServiceNow best practices.

Key Responsibilities

• Serve as the technical SME for ServiceNow discussions, integration challenges, and problem resolution.
• Design, develop, and maintain ServiceNow integrations with enterprise and third-party platforms.
• Troubleshoot APIs, authentication, performance, latency, and data consistency issues.
• Review and optimize ServiceNow workflows, business rules, client scripts, and integrations.
• Collaborate with engineering, architecture, QA, and product teams throughout delivery and release cycles.
• Perform root-cause analysis for production incidents and recurring defects.
• Support release planning, deployment validation, and post-production hypercare.
• Create technical documentation and runbooks while mentoring teams on ServiceNow best practices.

Required Skills

• ServiceNow platform implementation and support
• ServiceNow ITSM and ITOM
• ServiceNow CMDB
• Service Catalog
• Integration Hub
• Flow Designer
• REST/SOAP APIs
• JavaScript and ServiceNow scripting
• Workflow automation
• Enterprise application and cloud integrations
• Authentication mechanisms: OAuth, SAML, JWT, Basic Auth
• Agile delivery methodologies

Preferred / Good To Have

• ServiceNow CSA – Certified System Administrator
• ServiceNow CIS certifications in ITSM, ITOM, or CMDB
• ServiceNow CAD – Certified Application Developer
• Experience with enterprise-scale transformation or platform engineering programs

Mandatory Skills

• ServiceNow ITSM
• ServiceNow (ITOM, ITSM and other)
• Functional Testing

Candidate Profile

The ideal candidate will have 12+ years of ServiceNow implementation and support experience with strong expertise in integrations, platform configuration, scripting, and troubleshooting. The candidate should be capable of leading technical discussions, collaborating across engineering and product teams, resolving complex production issues, and mentoring development teams.

Benefits Package

• Competitive salary and benefits package
• Opportunities for professional growth and development
• A collaborative and inclusive work environment
• The opportunity to work on exciting and challenging projects with leading clients