Lead complex incident resolution and RCA for ServiceNow, design and implement platform enhancements, develop integrations, optimize performance, support releases, mentor Tier 2 teams, and maintain technical documentation and knowledge articles.
Location: Bengaluru / Hyderabad
Experience: 8 + years
Employment Type: Full-Time
Key Responsibilities:
Advanced Incident & Problem Resolution
- Handle complex incidents escalated from Tier 2 engineers and Tier 1 teams.
- Perform deep technical troubleshooting involving scripts, workflows, integrations, and data issues.
- Identify root causes and implement permanent fixes.
- Participate in Major Incident (P1/P2) troubleshooting calls.
- Lead Root Cause Analysis (RCA) activities and prepare technical RCA documentation.
- Develop reusable fixes and automation to prevent recurring incidents.
- Execute Platform Clone and Upgrade activities.
Development & Enhancements
- Design and implement medium-complexity enhancements on the ServiceNow platform.
- Develop and modify:
- Business Rules
- Script Includes
- Client Scripts
- UI Policies
- UI Actions
- Flow Designer workflows
- Service Catalog items
- Develop integrations using REST/SOAP APIs.
- Enhance existing modules while maintaining platform best practices.
- Ensure all development aligns with coding standards and governance policies.
Integration & Automation Support
- Troubleshoot complex integration failures and API issues.
- Configure and maintain integrations using:
- REST APIs
- SOAP APIs
- MID Servers
- Support automation initiatives across ServiceNow modules.
- Optimize integration performance and reliability.
Platform Optimization & Performance
- Analyse performance issues related to scripts, workflows, and database operations.
- Optimize scripts and workflows to improve system performance.
- Review logs and identify inefficient processes.
- Implement performance improvements and technical enhancements.
Change & Release Support
- Support release planning and deployment activities.
- Review update sets and ensure proper migration across environments.
- Conduct code reviews for Tier 2 developers.
- Validate deployment outcomes and support post-release stabilization.
Mentoring & Technical Leadership
- Provide technical guidance to Tier 2 engineers and Tier 1 teams.
- Review code and configuration changes.
- Assist in troubleshooting complex technical problems.
- Support knowledge transfer and training sessions.
Documentation & Knowledge Management
- Maintain technical design documentation.
- Create reusable technical knowledge articles.
- Document configurations, scripts, and workflows.
- Maintain troubleshooting guides and known error documentation.
Required Skills:
Technical Skills
- Strong hands-on development experience on ServiceNow platform
- Deep expertise in:
- JavaScript (ServiceNow scripting)
- Business Rules
- Script Includes
- Client Scripts
- UI Policies
- UI Actions
- Flow Designer / Workflows
- Service Catalog development
- Experience with integrations:
- REST APIs
- SOAP APIs
- MID Server configuration
- Experience with:
- Data Imports
- Transform Maps
- Scheduled Jobs
- Email notifications
- Understanding of ServiceNow data model and architecture
- Understanding of Platform Clone and Upgrades activities.
Platform Expertise
- Strong knowledge of ServiceNow platform architecture
- Experience supporting multi-instance environments
- Experience with update sets and release management
- Understanding of performance tuning best practices
- Familiarity with logging and debugging tools
Soft Skills
- Strong analytical and problem-solving skills
- Ability to manage critical production incidents
- Strong communication and stakeholder interaction skills
- Ability to mentor junior team members
- Strong documentation discipline
Preferred Qualifications
- ServiceNow Certified System Administrator (CSA) – Required
- ServiceNow Certified Application Developer (CAD) – Preferred
- ITIL Foundation Certification – Preferred
Experience in enterprise-scale production environments
- Experience in one or more modules such as:
- ITSM
- ITOM
- HRSD
- CSM
Weekly Hours:
40Time Type:
RegularLocation:
IND:AP:Hyderabad / Argus Bldg 4f & 5f, Sattva, Knowledge City- Adm: Argus Building, Sattva, Knowledge City, IND:KA:Bengaluru / Innovator Building, Itpb, Whitefield Rd - Adm: Intl Tech Park, Innovator BldgAT&T and its subsidiaries are committed to equal employment opportunity. All hiring, promotion, and other employment decisions remain merit-based and free from discrimination on the basis of race, color, religion, religious creed, national origin, ancestry, age, sex, sexual orientation, gender, gender identity, gender expression, physical disability, mental disability, pregnancy, medical condition, genetic information, marital status, citizenship status, military status, veteran status, or any other characteristic protected by federal, state, or local laws. In addition, AT&T will provide reasonable accommodations to qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made. Click here to learn more or request an application accommodation here.
Similar Jobs
Cloud • Security • Software • Cybersecurity • Automation
Leads GitLab’s India and Asia-Pacific Engineering and IT recruiting organization, including recruiting managers and individual contributors. Owns regional talent strategy, senior and executive technical searches, workforce planning, hiring metrics, sourcing strategies, and recruiting operations. Advises senior engineering and IT leaders on talent markets, organization design, compensation, and hiring priorities while strengthening candidate experience, diversity, leadership capability, and scalable remote collaboration.
Top Skills:
Applicant Tracking SystemsArtificial IntelligenceGenerative AiGreenhouseLinkedin RecruiterMachine Learning
Aerospace • Artificial Intelligence • Cloud • Machine Learning • Software • Cybersecurity • Defense
Technically lead the Avionics Testing End State team by defining test requirements and scenarios, designing test hardware and software, reviewing layouts, diagnosing production issues, and supporting troubleshooting. The role owns the PBA test functional area, designs ATEs and interface test adapters, provides technical recommendations, mentors engineers, supports strategic initiatives, and communicates with customers and cross-functional teams.
Top Skills:
Automated Test Equipment (Ate)Avionics TestingCable Harness DesignHardware LayoutInterface Test AdaptersTest Hardware DesignTest Software
Cloud • Information Technology • Productivity • Security • Software • App development • Automation
Performs manual white-box penetration testing, application security assessments, vulnerability hunting, and code reviews across Atlassian software, platforms, and services. Partners with security, engineering, and infrastructure teams to validate technical controls and strengthen security. The role requires understanding web application and cloud security, coding in Java, Python, or Go, leading projects, mentoring practitioners, and communicating with technical teams.
Top Skills:
Cloud InfrastructureCloud Security ArchitectureGoJavaPythonScripting LanguagesWeb Application Security
What you need to know about the Pune Tech Scene
Once a far-out concept, AI is now a tangible force reshaping industries and economies worldwide. While its adoption will automate some roles, AI has created more jobs than it has displaced, with an expected 97 million new roles to be created in the coming years. This is especially true in cities like Pune, which is emerging as a hub for companies eager to leverage this technology to develop solutions that simplify and improve lives in sectors such as education, healthcare, finance, e-commerce and more.
