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ServiceNow Support Engineer

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NTT DATA

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Location:
India , Hyderabad

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The ServiceNow Support Engineer will serve as the primary subject matter expert for the ServiceNow platform, focusing on ITSM, CMDB, and various integrations. This role requires a bachelor's degree in Computer Science or a related field, with at least 5 years of experience in a similar position. The candidate will be responsible for production support, platform administration, and driving continuous improvement initiatives. Strong technical skills in ServiceNow and incident management are essential, along with effective stakeholder communication. The position offers a full-time opportunity in a dynamic and inclusive environment.

Job Responsibility:

  • Act as the primary SME for the ServiceNow platform including ITSM, CMDB, ITOM (Discovery/Event/Orchestration), HRSD, CSM, SecOps, GRC, Performance Analytics, and Service Portal/Now Experience
  • Provide production support: triage incidents, perform root-cause analysis, implement fixes or workarounds, and manage escalations to ensure SLA adherence
  • Manage platform administration: system properties, scheduled jobs, notification schemes, upgrade readiness, and instance cloning processes
  • Lead and maintain integrations using IntegrationHub, REST/SOAP web services, MID Server, JDBC, SFTP, and message queues for third-party systems (AD/LDAP, HR/payroll, monitoring tools, CMDB sources)
  • Own CMDB health: reconciliation, discovery schedules, CI relationships, and data quality rules
  • Support and enhance Service Portal / Now Experience pages, widgets, Virtual Agent bots, and catalog items
  • Manage security & access: role/permission model, delegated administration, ACLs, and data segregation
  • Coordinate and execute instance upgrades and patches, perform regression testing, and remediate upgrade impacts
  • Maintain runbooks, SOPs, knowledge base articles, and technical documentation for repeatable support tasks
  • Drive continuous improvement: automation (catalog workflows, orchestration), performance tuning, reduction of manual interventions, and adoption of best practices
  • Liaise with ServiceNow Support / CSM for platform issues, Manage ServiceNow support tickets, and track resolutions and roadmap items
  • Participate in a rotating on-call schedule
  • Provide occasional weekend or after-hours support during critical rollouts or incident escalations
  • Work flexible hours during peak season or major go-lives

Requirements:

  • Bachelor's degree in Computer Science or a related field
  • At least 5 years of experience in a similar position
  • Strong technical skills in ServiceNow
  • Strong technical skills in incident management
  • Effective stakeholder communication

Additional Information:

Job Posted:
January 26, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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