onsite
ServiceNow Lead Engineer - Prodapt Solutions
Software Engineer
Lead ServiceNow Engineer with 4–6 years of experience designing and configuring CSM modules, Virtual Agent, integrations, and CMDB. Expert in building workspaces, managing SLAs, and creating playbooks to streamline service delivery.
About the role
Key Responsibilities
- Design, configure, and maintain ServiceNow Customer Service Management (CSM) modules including Case Management, Accounts, Contacts, and Service Contracts.
- Build and optimize CSM Workspaces and Agent Desktop experiences to improve agent productivity.
- Configure SLAs, playbooks, and automated workflows to ensure service level compliance.
- Develop and manage integrations between ServiceNow and external systems using REST, SOAP, and web services.
- Maintain and enhance the CMDB, ensuring data integrity and accurate configuration item relationships.
- Collaborate with cross‑functional teams to gather requirements, provide technical guidance, and deliver solutions that meet business needs.
Requirements
- 4–6 years of hands‑on ServiceNow development experience.
- Deep expertise in Customer Service Management (CSM), Virtual Agent, integrations, and CMDB.
- Strong knowledge of ServiceNow scripting (JavaScript, GlideRecord, GlideAjax) and platform best practices.
- Experience with REST/SOAP web services and data integration patterns.
- Excellent problem‑solving skills and ability to work independently in a fast‑paced environment.