Intermediate ServiceNow Platform Engineer

An Intermediate ServiceNow Platform Engineer (ITSM) designs, configures, and operates core ITSM capabilities—Incident, Problem, Change, Request, Knowledge, Service Catalog & SLAs—to deliver reliable, scalable service workflows. They build client/server scripts and Flow Designer flows, maintain platform health through upgrades and performance tuning, integrate with adjacent tools (monitoring, CMDB, identity), and partner with process owners to translate business requirements into high quality technical solutions. They also uphold governance (ACLs, coding standards), and document solutions for smooth support.

The primary purpose of an Intermediate ServiceNow Platform Engineer (ITSM) is implementing and maintaining IT Service Management (ITSM) solutions within the ServiceNow platform to support efficient and standardized IT operations. Their core mission is to ensure that IT services are delivered in alignment with business needs, following best practices and ITIL principles.

• Configure and enhance Incident/Problem/Change/Request/Knowledge and Service Catalog items/record producers.
• Achieve low defect rates (e.g., <3% post‑release) and measurable adoption of new features.
• Implement Flow Designer/business rules and approvals that reduce manual effort (e.g., ≥20–30% cycle‑time reduction on target processes).
• Plan and execute upgrades/patches with regression testing; maintain target performance KPIs (fast response times, low error rates).
• Build/maintain integrations (REST/SOAP/MID Server) with monitoring, identity, and CMDB; ensure accurate data transformation and error handling.
• Design roles/groups/ACLs; adhere to coding standards, peer reviews, and controlled change/release practices.
• Partner with process owners (ITIL), provide L3 support, and produce runbooks/technical designs and knowledge articles that enable support continuity.
• Promote your update sets and data across applicable SN environments.
• Remediate any production incidents that arise related to this scope.
• Align with existing SN technical lead to ensure consistent approach.
• Proactively maintain operational documentation and SOPs to reduce support risk & inefficiency.
• Ensure your work is retained and reconciled with ongoing environment cloning, patching and upgrades.

• Bachelor's degree or equivalent diploma or certifications in the specialized IT fields.
• ServiceNow Certifications (advantage).
• AWS certification (advantage).
• Scripting experience – JavaScript, PowerShell, Python (advantage).
• Strong understanding of ITSM processes (Incident, Problem, Change, Request and Knowledge).
• Ability to troubleshoot:
• Workflow errors (Flow Designer, approvals).
• Business Rules, Client Scripts (read and interpret).
• Integration issues (REST/SOAP, MID Server connectivity).
• Familiarity with CMDB relationships and impact analysis.
• Use of logs and diagnostics (System Logs, Transaction Logs, Browser Console).
• Knowledge of SLA management, reporting, and performance analytics.