ServiceNow Operations

About this role

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Skills you'll use

What you'll do

• Manage and oversee the day-to-day operation, stability, health, and performance of the ServiceNow platform, including system administration, user administration, instance monitoring, and proactive issue resolution.
• Administer, maintain, and enhance core ServiceNow modules such as ITSM, ITOM, HRSD, CMDB, Asset Management, and custom applications while ensuring platform scalability, reliability, and alignment with business requirements.
• Serve as the technical escalation point for complex platform issues, leading troubleshooting efforts for critical incidents, root cause analysis, and permanent remediation activities.
• Participate in and provide technical inputs during Major Incident Management (P1/P2) events, ensuring rapid triage, stakeholder communication, service restoration, and post-incident reviews.
• Manage and prioritize ServiceNow Incident, Request, Problem, and Defect queues, ensuring timely resolution of platform issues, service degradations, and operational risks while adhering to established SLAs.
• Design, implement, support, and optimize integrations with enterprise applications using REST, SOAP, MID Servers, IntegrationHub, SSO, and other ServiceNow integration technologies.
• Lead platform lifecycle activities including upgrades, patching, cloning, instance migrations, plugin implementations, and release management while minimizing business disruption and ensuring operational readiness.
• Establish and maintain platform governance standards, including security controls, access management, segregation of duties (SoD), audit readiness, compliance requirements, and adherence to organizational policies.
• Partner closely with ServiceNow Architects, Product Owners, Business System Analysts (BSAs), Developers, and Infrastructure teams to ensure solution quality, technical consistency, performance optimization, and long-term maintainability.
• Review and provide solutions to application design, development approaches, customizations, integrations, and configuration decisions to ensure alignment with ServiceNow best practices and platform roadmap.

Who can apply

• Proven expertise in managing the ServiceNow Platform in large enterprise environment.
• Strong Knowledge of ITSM Processes and Modules (Incident, Problem, Change, CMDB, etc)
• Proficiency in Java Script, Flow Designer, Business Rules, Script includes and UI Policies.
• Experience with ServiceNow ITOM (including Discovery, Event Management, Service Mapping) is a plus
• Exposure to HRSD, SecOps or GRC modules is preferred
• Strong knowledge of ITIL, Agile and DevOps Methodologies
• Strong experience with ServiceNow configuration, scripting, integrations (REST, SOAP APIs), and automation
• Excellent communication and documentation skills

About Zensar Technologies

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