ServiceNow Developer – ITSM, ITOM and Integrations

Company Profile:
Founded in 1976 CGI is among the largest independent IT and business consulting services firms in the world. With 94000 consultants and professionals across the globe CGI delivers an end-to-end portfolio of capabilities from strategic IT and business consulting to systems integration managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at .

Job Title: ServiceNow Developer ITSM ITOM & Integrations
Position: Software Engineer / Senior Software Engineer
Experience: 38 Years
Category: Software Development / Engineering
Shift: 5:30 PM to 2:30 AM
Work Mode: Hybrid
Primary Location: Chennai
Secondary Location: Hyderabad
Employment Type: Full Time

Role Summary
We are seeking a highly skilled ServiceNow Developer with 38 years of hands-on experience in ServiceNow platform development configuration customization and integrations. The ideal candidate will possess strong expertise in the ServiceNow platform IT Service Management (ITSM) IT Operations Management (ITOM) CMDB and enterprise integrations. This role requires hands-on experience implementing and supporting Discovery Event Management Service Mapping and infrastructure monitoring integrations while ensuring scalable secure and maintainable ServiceNow solutions. Experience in telecom network operations OSS/BSS service assurance or infrastructure monitoring environments will be an added advantage.

Key Responsibilities
Design develop configure and enhance solutions on the ServiceNow platform.
Develop scalable secure and maintainable ServiceNow applications and customizations.
Create and maintain Business Rules Script Includes Client Scripts UI Policies UI Actions Data Policies ACLs Events Notifications and Scheduled Jobs.
Develop workflows and process automation using Flow Designer and IntegrationHub.
Configure and enhance ITSM modules including Incident Management Problem Management Change Management Request Management Knowledge Management and Service Catalog.
Design configure and enhance ITOM capabilities including Discovery Event Management Service Mapping ITOM Visibility Alert Management and Monitoring Integrations.
Configure and troubleshoot MID Servers Discovery schedules credentials patterns and connectivity issues.
Support event ingestion normalization correlation alert generation and automated incident creation.
Work with CMDB classes Configuration Items (CIs) CI relationships Identification Rules and Reconciliation Rules.
Maintain CMDB health data quality duplicate prevention and service impact modeling.
Develop and support integrations between ServiceNow and monitoring cloud infrastructure and enterprise platforms.
Develop and troubleshoot integrations using REST APIs SOAP APIs IntegrationHub JSON XML Import Sets Transform Maps and web services.
Troubleshoot Discovery MID Server event processing integration performance and platform-related issues.
Develop unit functional and automated test cases to ensure solution quality.
Support update set management release activities deployment validation and production support.
Collaborate with architects business analysts product owners infrastructure teams and client stakeholders.
Translate business and operational requirements into scalable and maintainable technical solutions.
Prepare technical designs integration specifications deployment guides support runbooks and knowledge transfer documentation.
Drive platform optimization automation initiatives and continuous improvement efforts.

Required Qualifications Education
Bachelors degree in Computer Science Information Technology Engineering or a related discipline.
Equivalent relevant technical experience may be considered.
Experience
38 years of hands-on experience in ServiceNow development configuration customization and support.
Strong experience implementing or supporting ServiceNow ITOM capabilities.
Hands-on experience with CMDB Discovery Event Management Service Mapping or infrastructure monitoring integrations.
Experience working with ServiceNow ITSM modules in enterprise environments.
Hands-on experience developing and supporting integrations with monitoring tools cloud platforms and enterprise applications.
Experience participating across the software development lifecycle including development testing deployment and production support.
Experience in telecom network operations OSS/BSS service assurance or infrastructure monitoring environments is preferred.
Technical Skills
Strong ServiceNow Platform Development experience.
Deep understanding of ServiceNow platform architecture scoped applications and data models.
Business Rules Script Includes Client Scripts UI Policies UI Actions Data Policies ACLs Events Notifications and Scheduled Jobs.
Strong JavaScript development skills with expertise in client-side and server-side scripting.
Hands-on experience with GlideRecord GlideAggregate GlideAjax and ServiceNow APIs.
Experience building scalable and maintainable scoped applications.
Strong understanding of ServiceNow security coding standards and performance optimization best practices.
Hands-on experience with ITOM modules including Discovery Event Management Service Mapping ITOM Visibility Health Log Analytics and Metric Intelligence.
Strong understanding of MID Server architecture Discovery schedules credentials and patterns.
Experience with event ingestion alert generation event correlation alert grouping and incident automation.
Strong knowledge of CMDB concepts CI relationships Identification and Reconciliation Engine (IRE) and CSDM.
Hands-on experience with ITSM modules including Incident Problem Change Request Knowledge and Service Catalog.
Working knowledge of ITIL processes and ServiceNow implementation best practices.
Experience with REST APIs SOAP APIs JSON XML IntegrationHub Flow Designer Import Sets and Transform Maps.
Understanding of authentication mechanisms correlation IDs idempotency retry mechanisms logging and error handling.
Strong debugging troubleshooting and root-cause analysis capabilities.

Preferred Skills
Experience integrating ServiceNow with IBM Netcool Datadog SolarWinds Dynatrace Splunk or similar monitoring platforms.
Experience with AWS or Azure infrastructure integrations.
Experience supporting telecom network monitoring NOC operations or service assurance processes.
Exposure to OSS/BSS platforms or network inventory systems.
Experience configuring or supporting NOC Workspace.
Experience with Service Graph Connectors.
Experience creating or enhancing Discovery Patterns and Pattern Designer implementations.
Experience with Domain Separation.
Experience with Automated Test Framework (ATF).
Experience supporting ServiceNow platform upgrades and administration.
Knowledge of GitHub CI/CD pipelines and DevOps practices.
Strong communication stakeholder management and collaboration skills.

Certifications (Preferred)
ServiceNow Certified System Administrator (CSA).
ServiceNow Certified Application Developer (CAD).
ServiceNow Certified Implementation Specialist Discovery.
ServiceNow Certified Implementation Specialist Event Management.
ITIL Foundation or other relevant ITSM / ITOM certifications.

• Problem Management
• ServiceNow
• Incident Management
• Integration Development
• IT Service Management
• JavaScript

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