ServiceNow Operations

Role:

ServiceNow Operations

Location:

Hyderabad / Noida / Gurugram

Experience:

8-15 Years

Timings:

2:00 PM to 10:30 PM (IST)

Role overview

We are seeking an experienced ServiceNow Operations professional to manage, maintain and optimize the ServiceNow platform within a large enterprise environment. The role combines ServiceNow administration, development, platform operations, integrations, incident management, governance and continuous improvement.

The ideal candidate will have strong hands-on experience with ServiceNow ITSM and platform operations, along with expertise in scripting, integrations, automation and platform lifecycle management. The role will serve as a technical escalation point for complex issues and will work closely with Architects, Product Owners, Developers, BSAs and Infrastructure teams to ensure platform stability, performance and reliability.

Key responsibilities:

1.ServiceNow Platform Operations & Administration

• Manage and oversee the day-to-day operation, stability, health and performance of the ServiceNow platform.
• Perform system administration, user administration, instance monitoring and proactive issue resolution.
• Administer, maintain and enhance core ServiceNow modules including ITSM, ITOM, HRSD, CMDB, Asset Management and custom applications.
• Ensure platform scalability, reliability and alignment with business requirements.
• Perform platform health assessments, system diagnostics and proactive capacity planning.

2.Incident & Production Support

• Serve as the technical escalation point for complex ServiceNow platform issues.
• Lead troubleshooting efforts for critical incidents, root-cause analysis and permanent remediation.
• Participate in Major Incident Management (P1/P2) events, supporting rapid triage, stakeholder communication and service restoration.
• Manage and prioritize Incident, Request, Problem and Defect queues.
• Ensure timely resolution of platform issues, service degradations and operational risks while adhering to established SLAs.

3.ServiceNow Development & Configuration

• Configure and enhance ServiceNow applications and modules based on business requirements.
• Develop and maintain solutions using JavaScript, Flow Designer, Business Rules, Script Includes and UI Policies.
• Review application designs, development approaches, customizations and configuration decisions.
• Ensure development and configuration activities follow ServiceNow best practices and platform standards.

4.Integration & Automation

• Design, implement, support and optimize integrations with enterprise applications.
• Work with REST, SOAP APIs, MID Servers, IntegrationHub, SSO and other ServiceNow integration technologies.
• Drive automation and workflow optimization across business processes.
• Identify opportunities for AI-enabled capabilities and operational automation.
• Ensure integrations are secure, reliable and maintainable.

5.Platform Lifecycle & Release Management

• Lead ServiceNow upgrades, patching, cloning, instance migrations and plugin implementations.
• Support release management activities and ensure operational readiness.
• Plan and execute platform lifecycle activities while minimizing business disruption.
• Validate platform functionality following upgrades and releases.
• Ensure platform changes follow established governance and change management processes.

6.Platform Governance, Security & Compliance

• Establish and maintain ServiceNow platform governance standards.
• Implement and maintain security controls and access management practices.
• Support segregation of duties (SoD), audit readiness and compliance requirements.
• Ensure platform activities align with organizational policies and enterprise security standards.
• Support data quality initiatives and ensure data integrity and configuration compliance.

7.Performance & Continuous Improvement

• Perform technical debt reviews, performance tuning and system diagnostics.
• Identify opportunities for workflow optimization, automation and operational efficiency.
• Drive continuous service improvement initiatives across ServiceNow processes.
• Identify opportunities for cost reduction and improved platform performance.
• Lead monitoring, alerting and operational support improvements to enhance platform resilience and user experience.

8.Documentation & Technical Leadership

• Develop and maintain technical documentation, architecture diagrams, operational procedures and support runbooks.
• Maintain knowledge articles and disaster recovery documentation.
• Mentor junior administrators and developers through knowledge sharing, troubleshooting guidance and best practice recommendations.
• Conduct code and configuration reviews where required.
• Provide technical leadership and guidance across ServiceNow operations.

9.Agile Delivery & Platform Innovation

• Participate in sprint planning, backlog refinement, technical estimation and release planning.
• Collaborate with cross-functional teams across Agile delivery activities.
• Stay current with the ServiceNow product roadmap, emerging capabilities and new releases.
• Recommend ServiceNow innovations that can deliver measurable business value.