Incident Manager (ServiceNow)

JD –Incident Manager (ServiceNow)

Experience: 4–6 years

Location: Remote

About the Role

We are seeking a skilled ServiceNow Developer to design, develop, and customize ServiceNow modules, automate workflows, and deliver high-performing IT Service Management (ITSM) solutions. The role requires strong technical expertise, hands-on development experience, and the ability to collaborate effectively with business stakeholders to translate requirements into scalable solutions.

Required Experience:

• 4–6 years of hands-on ServiceNow development and configuration.
• Proven experience across ITSM, CMDB, ITOM, and Service Catalog implementations.
• Strong background in building integrations between ServiceNow and external applications.
• Exposure to enterprise IT service management workflows in large-scale environments.

Key Responsibilities:

• Design, configure, and customize core ServiceNow modules including Incident, Problem, Change, Request, and Knowledge Management.
• Implement UI Policies, Workflows, Flow Designer, Client Scripts, Notifications, Inbound Actions, SLA definitions, and Business Rules.
• Manage hardware and software asset lifecycle through the ServiceNow platform.
• Work with CMDB, Import Sets, Transform Maps, Service Catalog, and Service Portal.
• Configure and implement ITOM modules (Discovery, Event Management, IRE Rules, MID Servers).
• Develop integrations with external systems using Integration Hub Spokes, REST APIs, and OAuth 2.0.
• Build and maintain CMDB data models and perform REST-based integrations.
• Manage upgrades, instance cloning, and ensure platform stability.
• Develop automation workflows and monitor system health using ServiceNow native tools.
• Create reports, dashboards, and analytics using Platform Analytics and Performance Analytics.
• Support Workplace Service Delivery (WSD) and Major Incident Management processes.
• Engage with stakeholders to gather requirements and deliver technical solutions aligned with ITSM best practices.

Required Skills & Tools:

• Strong scripting skills (client-side and server-side) in ServiceNow.
• Hands-on experience with Flow Designer, Integrations, and ITOM functionality.
• Proficiency in ServiceNow administration, CMDB management, and catalog design.
• Strong understanding of OAuth 2.0-based integrations and REST API development.
• Experience with Performance Analytics and building actionable reports/dashboards.
• Knowledge of upgrade management and cloning best practices.
• Familiarity with WSD and Major Incident workflows.