Principal Service Engineer

ob Description – ServiceNow Architect / Senior Developer

ITSM + Employee Center Pro + SOW + HRSD + ITAM

Experience: 10–16 Years
Location: Hyderabad / Bengaluru / Pune / Chennai / Remote
Employment Type: Full-Time

Role Summary

We are seeking an experienced ServiceNow Architect / Senior Developer with strong expertise in ITSM, Employee Center Pro, Service Operations Workspace (SOW), HRSD, and ITAM to lead enterprise-scale ServiceNow implementations and digital workflow transformation initiatives.

The ideal candidate will have extensive hands-on experience in architecture, solution design, development, integrations, and platform governance across multiple ServiceNow modules. The role requires strong technical leadership, stakeholder engagement, and the ability to build scalable, user-friendly, and future-ready ServiceNow solutions aligned with enterprise standards and business objectives.

Key Responsibilities

ServiceNow Architecture & Solution Design

Lead end-to-end architecture, design, and development of ServiceNow solutions across ITSM, HRSD, Employee Center Pro, SOW, and ITAM.

Define scalable platform architecture, development standards, governance models, and best practices.

Collaborate with business stakeholders, enterprise architects, and delivery teams to translate business requirements into technical solutions.

Design secure, scalable, and reusable ServiceNow components and enterprise workflows.

Review technical designs, code quality, platform performance, and implementation strategy.

ITSM Implementation & Enhancements

Architect and implement ServiceNow ITSM modules including:

Incident Management

Problem Management

Change Management

Request Management

Knowledge Management

Service Catalog

Design automation workflows using Flow Designer and IntegrationHub.

Improve operational efficiency through ITIL-aligned service management processes.

Configure SLAs, approvals, notifications, catalog items, and workflow orchestration.

Employee Center Pro (ECP)

Design and develop enterprise employee self-service solutions using Employee Center Pro.

Build personalized employee experiences with:

UI Builder

Widgets

Knowledge integrations

Content targeting

Employee journeys

Integrate HR, IT, Facilities, and enterprise services into Employee Center.

Drive employee experience transformation initiatives through conversational and unified portals.

Service Operations Workspace (SOW)

Design and customize Service Operations Workspace (SOW) solutions for operational teams.

Configure workspaces, dashboards, contextual side panels, and agent experiences.

Improve service desk productivity and operational visibility.

Build advanced visualizations and real-time operational insights.

HRSD (HR Service Delivery)

Implement and enhance HRSD solutions including:

HR Case Management

Employee Lifecycle Events

HR Knowledge Management

HR Catalogs and Workflows

Develop employee onboarding/offboarding workflows and HR process automation.

Support confidential and secure HR case handling using platform best practices.

Integrate HRSD capabilities into Employee Center Pro.

ITAM (IT Asset Management)

Lead ITAM implementations including:

Hardware Asset Management (HAM)

Software Asset Management (SAM)

Asset Lifecycle Management

License compliance

Software normalization and reconciliation

Configure procurement, inventory, stockroom, and asset workflows.

Ensure alignment between CMDB, asset inventory, and procurement systems.

Support compliance, audit readiness, and operational governance initiatives.

Development & Integrations

Develop and customize ServiceNow applications using:

JavaScript

Glide API

Script Includes

Business Rules

Client Scripts

Flow Designer

IntegrationHub

UI Builder

Build integrations using:

REST APIs

SOAP APIs

MID Server

JDBC

Third-party enterprise integrations

Support workflow automation and enterprise orchestration initiatives.

Leadership & Governance

Provide technical leadership and mentoring to developers and administrators.

Conduct code reviews and enforce development standards and governance.

Participate in architecture discussions, roadmap planning, and platform optimization initiatives.

Support platform upgrades, release management, and performance tuning.

Collaborate with QA, DevOps, and support teams during deployments and release cycles.

Required Skills & Experience

10–16 years of overall IT experience with strong ServiceNow implementation and development expertise.

Hands-on experience in:

ITSM

Employee Center Pro (ECP)

Service Operations Workspace (SOW)

HRSD

ITAM (HAM/SAM)

Strong expertise in:

JavaScript

Glide API

Flow Designer

IntegrationHub

Service Portal / UI Builder

Experience with enterprise integrations using REST/SOAP APIs.

Strong understanding of ServiceNow data model, CMDB, and platform architecture.

Experience leading enterprise-scale implementations and transformations.

Strong stakeholder engagement, communication, and leadership skills.

Good understanding of Agile/Scrum methodologies and ITIL processes.

Preferred Skills

Exposure to CMDB and CSDM framework.

Experience with AI Search, Virtual Agent, or GenAI capabilities in ServiceNow.

Experience with Performance Analytics and reporting.

Exposure to Security Operations or Governance workflows is an added advantage.

Experience working in global delivery and enterprise support models.

Preferred Certifications

ServiceNow Certified System Administrator (CSA)

Certified Application Developer (CAD)

CIS – ITSM

CIS – HRSD

CIS – HAM / SAM

ServiceNow CTA / CMA preferred for Architect roles