Servicenow ITSM

About People Prime Worldwide :

They balance innovation with an open, friendly culture and the backing of a long-established parent company, known for its ethical reputation. We guide customers from what's now to what's next by unlocking the value of their data and applications to solve their digital challenges, achieving outcomes that benefit both business and society.

About Client:

Our client is a global digital solutions and technology consulting company headquartered in Mumbai, India. The company generates annual revenue of over $4.29 billion (₹35,517 crore), reflecting a 4.4% year-over-year growth in USD terms. It has a workforce of around 86,000 professionals operating in more than 40 countries and serves a global client base of over 700 organizations.

Our client operates across several major industry sectors, including Banking, Financial Services & Insurance (BFSI), Technology, Media & Telecommunications (TMT), Healthcare & Life Sciences, and Manufacturing & Consumer. In the past year, the company achieved a net profit of $553.4 million (₹4,584.6 crore), marking a 1.4% increase from the previous year. It also recorded a strong order inflow of $5.6 billion, up 15.7% year-over-year, highlighting growing demand across its service lines.

Key focus areas include Digital Transformation, Enterprise AI, Data & Analytics, and Product Engineering—reflecting its strategic commitment to driving innovation and value for clients across industries.

Job Description

Location - PAN India

• Experience in ITSM, Integrations, support and operations activities required.
• Code and update set migrations and deployment activities experience essential.
• Responsible for working on the module design, giving technical inputs to custom configurations.
• Strong predisposition to achieve functionality with minimal customization required.
• ServiceNow configuration, Knowledge Management, IT portal customizations, JavaScript, SNOW Integration to 3rd party applications, Inbound modules.
• Understanding integration and dataflow diagrams, and designing APIs for stability.
• Good problem analysis skills, RCA/ RITM/SLA and Major Incident management expertise.
• Knowledge of REST APIS, Oath and Tokens generations required.
• RITMs and Catalogs development, Flow approvals, CMDB etc.
• Support user acceptance testing – UAT, KT and handover to operations.
• CAD certification mandatory/ CSA Administrator.
• SOPs creations and maintenance expertise required.
• Hands-on ServiceNow patch and upgrade knowledge/ cloning necessary.
• At least 5 years of experience in ServiceNow required.

Responsibilities include ensuring timely response of all tickets raised by client end users, Service requests solutioning, custodianship of client network/server/system/storage/platform/infrastructure, monitoring ticket numbers, root cause analysis, high priority ticket resolution, software/hardware installations, adherence to timeliness, application/user access provision, timely backups, coordination with on-site team, review of chat bot logs and resolving service requests/issues.