ServiceNow HRSD Tester

ServiceNow ESC Portal

Job Description:

Job Title: ServiceNow ITSM & ESC Mobile Developer

Location: PAN India
Department: ITSM
Employment Type: Full-time
Experience Level: Mid/Senior – 6-10 years of experience 

Key Responsibilities

ServiceNow ITSM Development

• Design, configure, and enhance ITSM modules:
  • Incident, Problem, Change, Request Management
  • Service Catalog & Record Producers
  • CMDB, Discovery, and CI Class Modeling
  • Knowledge Management & SLAs
• Build end-to-end workflows using Flow Designer, Business Rules, Script Includes, Client Scripts, and UI Actions.
• Develop dashboards, reports, and Performance Analytics indicators.

Employee Service Center (ESC) & Employee Experience Workflows

• Configure and customize the Employee Service Center (ESC) portal, including:
  • Page layouts, branding, themes, and responsive UI
  • Menu design, knowledge integration, and search optimization
• Build and enhance Employee Experience (EX) workflows (HRSD or enterprise custom workflows).
• Design and configure:
  • Case Management & Case Lifecycle
  • Employee Center Pro (if applicable)
  • Topic pages, content blocks, and portal widgets
• Create service request workflows that span IT, HR, Facilities, Procurement, and other enterprise teams.
• Work with UX designers to implement intuitive and accessible portal experiences.

ServiceNow Mobile Development (Now Mobile / Mobile Studio)

• Develop and customize mobile applications using:
  • ServiceNow Mobile Studio
  • Mobile app configurations, UI rules, navigation, and mobile cards
• Build and enhance mobile experiences for ITSM and ESC use cases such as:
  • Incident creation/tracking
  • Approvals
  • Employee requests & notifications
  • Knowledge access
• Implement mobile offline capabilities and ensure performance optimization.
• Design intuitive, role-based mobile user experiences.

Platform & Integration Engineering

• Develop secure integrations using REST/SOAP APIs, IntegrationHub, and MID Server.
• Implement and maintain OAuth/SAML/JWT authentication mechanisms.
• Build reusable, maintainable, and scalable scripts and components.
• Participate in upgrades, code reviews, health monitoring, and deployment cycles.
• Follow DevOps practices—update sets, source control, peer review, automated testing (ATF).

Collaboration & Leadership

• Work closely with ITSM process owners, HR/Employee Experience teams, UX designers, and stakeholders.
• Translate functional requirements into technical design specifications.
• Provide technical leadership and mentorship to junior developers.
• Maintain solution documentation, data models, and architectural diagrams.
• Contribute to platform roadmap, governance, and best practice standards.

Required Skills & Qualifications

Technical Skills

• 5–8+ years of hands-on ServiceNow development experience.
• Strong proficiency with:
  • JavaScript & Glide scripting
  • Flow Designer / Workflows
  • Script Includes, UI Policies, UI Scripts, Client Scripts
  • Scoped Applications
  • Mobile Studio & Mobile app configuration
• Experience configuring Employee Center / Employee Center Pro.
• Deep understanding of ITSM data models, CMDB architecture, and catalog design.
• Integration experience using REST, SOAP, OAuth, webhooks, and MID Server.

Process & Domain Knowledge

• Strong understanding of ITIL v3/v4 service management principles.
• Experience designing ESC or enterprise workflow portals.
• Familiarity with UX best practices for mobile and web design.

Soft Skills

• Excellent communication, stakeholder engagement, and documentation abilities.
• Strong analytical and troubleshooting skills.
• Ability to lead technical discussions and work independently on complex builds.
• Ability to collaborate with cross-functional enterprise teams.

Preferred Qualifications

• ServiceNow certifications:
  • CSA (System Administrator)
  • CIS – ITSM
  • CIS – HRSD or Employee Service Management
  • CIS – Mobile or Micro-Certifications (Mobile App)
  • CAD (Application Developer)

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Experience Level

Senior Level