# ServiceNow ITSM Developer

**Company**: Prudential
**Location**: Bangalore
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Finance

**Apply**: https://prudential.wd3.myworkdayjobs.com/en-US/prudential/job/Bangalore/ServiceNow-ITSM-Developer_26060137?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_f4e6369a-822

## Description

Prudential is seeking a ServiceNow ITSM Developer to join its DPS – Enterprise Technology team. The successful candidate will work closely with the Sr. Manager – Process Management & Integration to enhance ServiceNow ITSM capabilities.

**Job Description**

- Design, develop, and customize ServiceNow ITSM modules including Incident, Problem, Change, Request, Knowledge, and Service Catalog.

- Configure workflows using Flow Designer to automate ITSM processes and improve operational efficiency.

- Develop and maintain platform customizations such as Business Rules, Script Includes, Client Scripts, UI Policies, ACLs, and Notifications.

- Implement and enhance Service Catalog items, Record Producers, and approvals aligned with business requirements.

- Integrate ServiceNow ITSM with external systems using REST/SOAP APIs, IntegrationHub, and MID Server where applicable.

- Collaborate with ITIL process owners to ensure ITSM implementations align with best practices and organizational standards.

- Perform code reviews, manage Update Sets, support release cycles, and ensure adherence to ServiceNow development best practices.

- Provide L2/L3 support for ITSM-related production issues, including troubleshooting and root cause analysis.

- Create technical documentation, solution designs, and knowledge articles for developed solutions.

- Support platform upgrades, patching activities, and regression testing (ATF basics).

**Job Qualifications**

- 6-9 years of ServiceNow development experience with strong ITSM focus.

- Bachelor’s degree in Engineering, Computer Science, or related discipline.

- Strong experience in core ITSM modules: Incident, Problem, Change, Request, Knowledge, and Service Catalog.

- Proficiency in JavaScript and ServiceNow scripting (Glide APIs, Script Includes, Business Rules, Client Scripts).

- Experience with Flow Designer, approvals, SLAs, notifications, and UI configuration.

- Solid understanding of ITIL concepts and ITSM processes.

- Experience working with ServiceNow SDLC practices including Update Sets, instance management, and release processes.

- Ability to troubleshoot complex issues and optimize existing implementations for performance and maintainability.

- Strong scripting skills in JavaScript and Glide APIs.

- Experience with MID Server configuration and troubleshooting.

- Experience integrating monitoring tools such as Dynatrace, AppDynamics, SolarWinds, Splunk, or similar.

- ServiceNow certifications such as CSA, CIS-ITSM, or ITIL Foundation.

- Experience with Performance Analytics, Virtual Agent, or Service Portal/Employee Center.

- Exposure to CMDB and its relationship with ITSM processes.

- Experience in agile delivery environments and collaboration with cross-functional teams.

- Familiarity with ServiceNow best practices for upgrades and instance health.

- Familiarity with ATF, ServiceNow release management, and instance management.

## Skills

### Required
- ServiceNow ITSM
- JavaScript
- Glide APIs
- Script Includes
- Business Rules
- Client Scripts
- Flow Designer
- ITIL concepts
- ITSM processes
- ServiceNow SDLC practices
- Update Sets
- instance management
- release processes
- MID Server configuration
- troubleshooting
- Performance Analytics
- Virtual Agent
- Service Portal/Employee Center
- CMDB
- agile delivery environments
- cross-functional teams
- ServiceNow best practices

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Source: [Apply at prudential.wd3.myworkdayjobs.com](https://prudential.wd3.myworkdayjobs.com/en-US/prudential/job/Bangalore/ServiceNow-ITSM-Developer_26060137?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)