Senior Lead Developer – ServiceNow (ITSM & CSM Integrations)

Greeting from TEKNIKOZ

Location- PAN India

Experience- 8 years

Responsibilities

• Design, develop, and implement complex integrations between ServiceNow and external systems (ERP, CRM, HRIS, monitoring tools, etc.) using REST/SOAP APIs, JDBC, and middleware.
• Lead development and customization of ITSM processes (Incident, Problem, Change, Request, CMDB, Discovery, etc.).
• Lead development and customization of CSM processes (Cases, Accounts, Contacts, SLAs, Omnichannel, etc.).
• Architect scalable, secure, and maintainable ServiceNow solutions aligned with best practices.
• Mentor junior developers, conduct code reviews, and ensure adherence to coding standards.
• Collaborate with business stakeholders to gather requirements and translate them into technical solutions.
• Troubleshoot and resolve production issues related to integrations, ITSM, and CSM.
• Ensure compliance with ServiceNow upgrade paths, security patches, and platform governance.

Core Profile

• Senior Lead Developer with hands-on experience in:
• Complex integrations (third-party systems, APIs, middleware).
• ITSM (IT Service Management) module development and customization.
• CSM (Customer Service Management) module development and customization.

Key Skills (Expected)

• ServiceNow Platform:
• ITSM (Incident, Problem, Change, Request, CMDB, Discovery)
• CSM (Cases, Accounts, Contacts, SLAs, Omnichannel)
• Integration Hub, REST/SOAP APIs, JDBC, MID Server
• Flow Designer, Business Rules, Client Scripts, UI Policies, Script Includes
• Integration Patterns:
• REST/SOAP web services
• File-based integrations (CSV, XML, JSON)
• Event-driven integrations (webhooks, message queues)
• Development Best Practices:
• Update Sets, CI/CD pipelines (ServiceNow DevOps, ATF)
• Performance tuning, security hardening, access controls (ACLs, roles)
• Soft Skills:
• Strong communication and stakeholder management.
• Ability to lead technical discussions and drive solution design.