ServiceNow ITSM Specialist
Arm · Bengaluru, Karnataka, India
- On site
- Full-time
- $90,000 / year
- Bengaluru, Karnataka, India
Job highlights
- Support and develop ServiceNow ITSM solutions.
- Implement, integrate, and troubleshoot ServiceNow features.
- Collaborate with technical and business teams.
- Maintain technical proficiency in ServiceNow ITSM.
- Work in a DevOps environment with on-call duties.
About the role
Job Overview
We are seeking a ServiceNow ITSM Specialist to initially focus on specialist end-user support and issue resolution within ServiceNow. As part of a DevOps structure, you will evolve to support, develop, manage projects, and maintain the service. Your role will involve implementing, integrating, enhancing, and troubleshooting ServiceNow ITSM solutions. You will collaborate with various technical and business teams throughout the software configuration, development, and implementation lifecycle. Maintaining technical proficiency in ServiceNow ITSM is crucial to ensure systems are performant and fit for purpose.
This position is based in our Bengaluru office, operating on a 16x5 shift pattern with on-call duties on a rotational basis.
Responsibilities
- Provide L2 and L3 support for ServiceNow ITSM products and services.
- Manage requirements, configuration, design, development, testing, and implementation of ServiceNow ITSM features.
Required Skills and Experience
- Bachelor's degree or higher in Computer Science, Software Engineering, or a related field, with at least 3 years of overall experience with ServiceNow ITSM.
- Proven track record in operational support, Incident, Request, Change, and Problem Management aligned with ITIL.
- ServiceNow Platform Expertise: In-depth knowledge of the ServiceNow platform, its architecture, database structure, and core functionalities. Experience configuring ServiceNow ITSM modules including Incident, Problem, Change, Service Catalogue, Knowledge Management, and Request Management.
- Support Development & Reporting: Ability to develop custom applications on the ServiceNow platform to meet specific business needs. Proficiency with ServiceNow development tools such as Studio and Flow Designer. Experience with scripting languages including JavaScript, HTML, CSS, and AngularJS. Ability to write, debug, and maintain scripts (Client Scripts, Business Rules, Script Includes, UI Policies, etc.) within ServiceNow.
- Workflows and Automation: Skill in designing and implementing complex workflows and automation within ServiceNow to streamline ITSM processes.
- Reporting and Dashboards: Experience building and customizing reports and dashboards within ServiceNow. Ability to utilize ServiceNow's Performance Analytics for reporting and analytics solutions.
- Data Management: Experience with data import and manipulation using tools like Import Sets and Transform Maps.
- Best Practices: Knowledge of ServiceNow standard practices and coding standards for efficient and maintainable code.
- Familiarity with ITSM and analytical tools, including ServiceNow Platform Analytics.
- Software Development: Adherence to Secure Development Lifecycle (SDLC). Experience with solution development in a DevOps environment.
“Nice To Have” Skills And Experience
- Integration Capabilities: Experience integrating ServiceNow with external systems using REST, SOAP, and other web services. Familiarity with ServiceNow's Integration Hub and Flow Designer for creating integrations and automated processes.
- Security and Access Control: Understanding of the ServiceNow security model, including Access Control Lists (ACLs) and user roles. Proficiency in Update Set Management and handling/deploying Update Sets across ServiceNow instances.
- Experience with development methodologies such as Waterfall and Agile.
- Experience working in a global, diverse, and multicultural environment.
- ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist - IT Service Management (CIS-ITSM).
- Optional certifications: ServiceNow Certified Application Developer (CAD).
Accommodations at Arm
At Arm, we are committed to building extraordinary teams. If you require any adjustment or accommodation during the recruitment process, please email ********@arm.com.
Hybrid Working at Arm
Arm's approach to hybrid working is designed to foster a high-performance environment that supports personal well-being. We believe in collaborative face-to-face interaction for rapid progress, balanced with the value of flexibility. Teams determine their own hybrid working patterns based on work and team needs, with details shared upon application. Please note that flexibility may be limited by local legal, regulatory, tax, or other considerations. We will collaborate with you to find the best solution in such cases. Please discuss with us to learn more about what this could look like for you.
Equal Opportunities at Arm
Arm is an equal opportunity employer, dedicated to providing an environment of mutual respect where equal opportunities are available to all applicants and colleagues. We are a diverse organization of dedicated and innovative individuals, and we do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Key skills/competency
- ServiceNow ITSM Specialist
- ITSM
- ServiceNow Platform
- JavaScript
- DevOps
- ITIL
- Incident Management
- Change Management
- Problem Management
- ServiceNow Development
Skills & topics
- ServiceNow ITSM Specialist
- ServiceNow
- ITSM
- JavaScript
- DevOps
- ITIL
- Incident Management
- Change Management
- Problem Management
- ServiceNow Development
- B.Tech
- Computer Science
- Software Engineering
- L2 Support
- L3 Support
- Service Catalogue
- Knowledge Management
- Request Management
- Studio
- Flow Designer
- AngularJS
- Client Scripts
- Business Rules
- Script Includes
- UI Policies
- Performance Analytics
- Import Sets
- Transform Maps
- SDLC
- REST
- SOAP
- Integration Hub
- ACLs
- Update Sets
- Waterfall
- Agile
- CSA
- CIS-ITSM
- CAD
- Bengaluru
- India
How to get hired
- Tailor your resume: Highlight your ServiceNow ITSM experience, ITIL alignment, and scripting skills.
- Showcase your projects: Detail specific ServiceNow configurations, integrations, and automation achievements.
- Prepare for technical questions: Brush up on ServiceNow architecture, ITSM modules, JavaScript, and DevOps principles.
- Demonstrate ITIL knowledge: Be ready to discuss your experience with Incident, Problem, Change, and Request Management.
- Ask informed questions: Inquire about team structure, project roadmaps, and hybrid work arrangements at Arm.
Technical preparation
Master ServiceNow ITSM module configurations.,Practice JavaScript for ServiceNow scripting.,Understand DevOps principles and SDLC.,Review ITIL processes and ServiceNow reporting.
Behavioral questions
Describe a complex ServiceNow issue you resolved.,How do you collaborate with business and technical teams?,How do you stay updated with ServiceNow advancements?,Discuss your experience in a DevOps environment.
Frequently asked questions
- What are the primary responsibilities of a ServiceNow ITSM Specialist at Arm?
- The primary responsibilities include providing L2 and L3 support for ServiceNow ITSM products, configuring, developing, and implementing ITSM features, and collaborating with technical and business teams to ensure system performance and fitness for purpose. You will also be involved in project work and maintaining the service within a DevOps structure.
- What technical skills are essential for this ServiceNow ITSM Specialist role at Arm?
- Essential technical skills include deep knowledge of the ServiceNow platform and its ITSM modules (Incident, Problem, Change, Service Catalogue, Knowledge Management, Request Management), proficiency in JavaScript, HTML, CSS, AngularJS, and ServiceNow development tools like Studio and Flow Designer. Experience with ITIL best practices, reporting, and data import tools is also crucial.
- What kind of experience is required for the ServiceNow ITSM Specialist position?
- A minimum of 3 years of overall experience with ServiceNow ITSM is required, along with a B.Tech or higher in Computer Science, Software Engineering, or a related field. A track record of operational support and ITIL-aligned processes is also necessary.
- How does Arm approach hybrid working for its ServiceNow ITSM Specialist roles?
- Arm's hybrid working model aims to balance high performance with personal well-being, involving collaborative face-to-face interaction and flexibility. Specific hybrid patterns are determined by teams based on their needs, and details will be shared upon application. Flexibility may be subject to local considerations.
- What are the "nice to have" skills for a ServiceNow ITSM Specialist at Arm?
- Nice-to-have skills include integration capabilities (REST, SOAP, Integration Hub, Flow Designer), knowledge of the ServiceNow security model, experience with Waterfall and Agile methodologies, and working in a global, diverse environment. ServiceNow certifications like CSA and CIS-ITSM are also beneficial.
- What is the work schedule and location for this ServiceNow ITSM Specialist job?
- The role is located in Bengaluru, India, and operates on a 16x5 shift pattern, with on-call duties on a rotational basis.
- Does Arm offer accommodations for candidates during the recruitment process for the ServiceNow ITSM Specialist role?
- Yes, Arm is committed to building extraordinary teams and offers accommodations during the recruitment process. If you require any adjustment or accommodation, please email ********@arm.com.
- How can I demonstrate my suitability for the ServiceNow ITSM Specialist role during the application process?
- To demonstrate your suitability, tailor your resume to highlight specific ServiceNow ITSM achievements, ITIL experience, and scripting skills. Be prepared to discuss your technical expertise and how you've applied it to solve business problems during interviews.