The ServiceNow Developer provides L3 production support, troubleshoots complex platform issues, and delivers timely technical solutions across ServiceNow IT Service Management, HR Service Delivery, integrations, workflows, and platform configurations.
The role is responsible for diagnosing and resolving customer-reported issues, failed workflows, integration failures, performance bottlenecks, and code-related defects. The ServiceNow Developer manages issues through the full resolution lifecycle, from initial investigation and root-cause analysis through solution implementation, validation, customer communication, and post-resolution support.
The role works closely with customers, internal support teams, product teams, senior developers, and Support Leads to ensure incidents and technical issues are resolved within defined service levels, with a strong focus on technical quality and customer satisfaction.
Work you'll do
As a Software Specialist Engineer II on the ServiceNow team, you will be responsible for:
-
Provide L3 production support for complex ServiceNow platform issues across IT Service Management, HR Service Delivery, integrations, workflows, and platform configurations
-
Diagnose and resolve escalated incidents, failed workflows, integration failures, performance issues, and code defects across development, test, and production environments
-
Manage issues through investigation, root-cause analysis, solution implementation, validation, and post-resolution support
-
Communicate status, technical findings, and resolution updates with customers, stakeholders, and internal teams throughout the incident lifecycle
-
Contribute to operational stability by documenting solutions, improving support practices, and mentoring junior team members as needed
The team
The ServiceNow team provides advanced production support for ServiceNow applications and platform capabilities. The team focuses on resolving complex incidents, restoring services, addressing recurring defects, and improving the stability and maintainability of ServiceNow solutions.
The team partners with customers, internal support teams, product teams, developers, and Support Leads to deliver consistent, timely, and maintainable technical solutions. It also supports continuous improvement by documenting resolutions, identifying root causes, strengthening troubleshooting practices, and sharing technical knowledge across the support organization.
Location: Hyderabad and Bangalore
Shift Timings: 11 AM to 8 PM
Qualifications
Required:
-
Bachelor of Engineering or Bachelor of Technology
-
5-6 years of hands-on experience in ServiceNow development, configuration, implementation, and production support
-
Experience supporting ServiceNow modules, including Information Technology Service Management (ITSM) and Human Resources Service Delivery (HRSD)
-
Experience providing L3 production support and managing escalated incidents through resolution
-
Experience troubleshooting failed workflows, integrations, platform configurations, custom code, and performance issues across multiple environments
-
Experience with Flow Designer, Business Rules, Script Includes, Client Scripts, integrations, and platform configurations
-
ServiceNow Certified System Administrator certification
Preferred:
-
Experience supporting ServiceNow modules beyond Information Technology Service Management (ITSM) and Human Resources Service Delivery (HRSD)
-
Certified Implementation Specialist - IT Service Management (CIS-ITSM) certification
-
Certified Implementation Specialist - Human Resources Service Delivery (CIS-HRSD) certification
-
Experience mentoring junior support team members
-
Experience contributing to knowledge-sharing activities and support process improvements
#mfnseitref
