Service Manager

About Company

About Client:

Our client is a global digital solutions and technology consulting company headquartered in Mumbai, India. The company generates annual revenue of over $4.29 billion (₹35,517 crore), reflecting a 4.4% year-over-year growth in USD terms. It has a workforce of around 86,000 professionals operating in more than 40 countries and serves a global client base of over 700 organizations.

Our client operates across several major industry sectors, including Banking, Financial Services & Insurance (BFSI), Technology, Media & Telecommunications (TMT), Healthcare & Life Sciences, and Manufacturing & Consumer. In the past year, the company achieved a net profit of $553.4 million (₹4,584.6 crore), marking a 1.4% increase from the previous year. It also recorded a strong order inflow of $5.6 billion, up 15.7% year-over-year, highlighting growing demand across its service lines.

Key focus areas include Digital Transformation, Enterprise AI, Data & Analytics, and Product Engineering—reflecting its strategic commitment to driving innovation and value for clients across industries.

Job Title

Senior ServiceNow Developer – ITSM, Telecom Network Inventory & Integration

• Solution Design & Development
• Implement and enhance ITSM (Incident, Problem, Change, Request, Knowledge, SLAs/OLAs, Service Catalog, Virtual Agent).
• Build and extend Telecom Network Inventory (TNI) models: resources, services, sites, devices, ports, circuits/links, topology/paths; maintain service‑to‑resource relationships aligned to CSDM/CMDB.
• Customize Discovery/Service Mapping patterns for network devices and telco domains (RAN/Transport/Core), including reconciliation and normalization.
• Integrations & Data Pipelines
• Design and implement integrations via REST/SOAP, IntegrationHub, MID Server, webhooks, JDBC/SFTP, and event streams (e.g., Kafka/JMS).
• Build data ingestion and reconciliation for high‑volume network inventory feeds, ensuring data quality, deduplication, and authoritative‑source rules.
• Implement TM Forum–aligned interfaces (e.g., service/resource inventory & order APIs) where applicable.

Platform Engineering

• Develop customizations using Glide/APIs, JavaScript, Flow Designer, business rules, Script Includes, UI policies/actions, and ACLs/role design.
• Optimize performance (queries, indexing, async jobs), apply platform governance and secure development practices.
• Operations & Excellence
• Maintain platform hygiene (data quality, CMDB health, dictionary, integrations uptime).
• Produce technical documentation (HLD/LLD), runbooks, and KT materials; mentor junior developers.
• Collaborate in Agile/Scrum, estimate work, and contribute to sprint planning and demos.

Required Qualifications

• 7+ years total experience in enterprise software with 4+ years hands‑on ServiceNow development.
• Proven delivery in ITSM (core processes, SLAs, catalog, workflows) and CMDB/Service Graph with CSDM alignment.
• Telecom domain experience: network inventory modeling (devices, interfaces/ports, links/circuits, logical/physical resources), discovery data integration, and service/resource relationship mapping.
• Strong integrations background: REST/SOAP APIs, OAuth2, Basic Auth, IntegrationHub, MID Server, webhooks, and data pipelines (JDBC/SFTP; event streaming a plus).
• Proficient in Glide scripting/JavaScript, server/client APIs, Script Includes, Flow Designer, and ATF.
• Solid understanding of security (ACLs, roles, data policies), platform performance, and upgrade best practices.
• Experience working in Agile/Scrum with code review and DevOps practices.