ServiceNow Developer / Administrator

Key Responsibilities:

• Manage IT service operations, including incident, problem, and change management.
• Configure and maintain ITSM platforms (BMC Remedy, ServiceNow, Cisco Finesse).
• Monitor and ensure compliance with SLAs, KPIs, and ITIL best practices.
• Work closely with IT teams to improve service workflows and automation.
• Generate reports and analytics on service performance and improvements.
• Provide training and documentation for ITSM tools and processes.
• Assist in ISO 20000 & 27001 & SDI compliance efforts.
• Develop and maintain custom ITSM workflows, scripts, and integrations.
• Implement automation for incident, change, and problem management.
• Work with REST APIs for Cisco Finesse, BMC Remedy, and other ITSM tools.
• Create custom dashboards and reports for IT service performance.
• Work on RPA (Robotic Process Automation) to optimize IT operations.
• Maintain databases (SQL/NoSQL) for ITSM applications.
• Implement security best practices in ITSM development.

Skills

Qualifications & Skills:

• Bachelor’s degree in IT, Computer Science, or related field.
• Certifications: ITIL v4 (Mandatory), BMC Remedy/ServiceNow (Preferred).
• Experience: 5 + years in IT service management or IT support.
• Strong knowledge of ITSM tools, service workflows, and automation.
• API & Automation Skills: REST APIs, RPA, cloud-based automation.
• Strong database knowledge (SQL, NoSQL) for data handling.
• Experience with Git, CI/CD, and DevOps tools is a plus.
• Excellent troubleshooting and analytical skills.
• Strong communication skills and ability to work in a team environment and the Client