ITSM Lead Engineer - Software Development
Waters Corporation · Bengaluru, Karnataka, India
- On site
- Full-time
- $120,000 / year
- Bengaluru, Karnataka, India
Job highlights
- Lead AI adoption and ITSM enhancements.
- Design and develop ServiceNow platform solutions.
- Implement NowAssist for operational efficiency.
- Integrate third-party tools and automate workflows.
- Ensure ITIL best practices and compliance.
About the role
Sr. ServiceNow Developer - ITSM Lead Engineer
Waters GCC is seeking a skilled Sr. ServiceNow Developer to design, develop, and implement solutions on the ServiceNow platform. The role will play a critical part in enhancing IT Service Management (ITSM) capabilities and driving the adoption of NowAssist to improve operational efficiency, incident prediction, and proactive remediation.
What We Offer
- Opportunity to lead cutting-edge AI adoption within Waters GCC.
- Collaborative environment with global IT teams.
- Professional growth through exposure to enterprise-scale ServiceNow implementations.
Responsibilities
ServiceNow Development & Customization
As a member of the ServiceNow Development team:
- Design and implement workflows, forms, and integrations within ServiceNow.
- Develop custom applications/modules aligned with Waters’ ITSM processes.
- Maintain and optimize Service Catalog, Incident, Problem, Change, and CMDB modules.
- Support upgrades and Proof of Concept (POC) opportunities to expand platform.
NowAssist Development and Support
Collaborate with other developers to implement, support and enhance ServiceNow Now Assist workflows. This includes skills and agents across all applications.
- Configure predictive analytics, anomaly detection, and automated remediation workflows.
- Propose agents and agentic workflows to automate repeat processes.
- Monitor performance to improve containment/deflection and triage outcomes.
- Report on performance and return on AI investments.
Integration & Automation
- Build and maintain integrations with third-party tools (monitoring, SIEM, endpoint management).
- Implement automation workflows to reduce manual effort and improve response times.
Governance & Compliance
- Ensure solutions align with ITIL best practices and Waters’ governance standards.
- Support audit readiness and compliance with ISO 20000, ISO 27001, and SOC 2.
Collaboration & Support
- Partner with global IT teams, vendors, and stakeholders to deliver scalable solutions.
- Provide technical guidance and documentation for ServiceNow enhancements.
Qualifications
Required Skills & Experience
- Five to seven years hands-on experience in ServiceNow development (JavaScript, Glide API, Flow Designer).
- Proven expertise in ITSM modules (Incident, Problem, Change, Request).
- Knowledge of other modules (Hardware Asset Management, Software Asset Management, and ITOM).
- Experience with NowAssist implementations and development.
- Knowledge of integration technologies (REST, SOAP, MID Server).
- Familiarity with ITIL processes and enterprise IT governance.
- Strong problem-solving, analytical, and communication skills.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- ServiceNow Certified Application Developer (CAD) or System Administrator (CSA) preferred.
- Exposure to AIOps platforms and IT monitoring tools is a plus.
Company Description
Waters Corporation (NYSE:WAT) is a global leader in life sciences and diagnostics, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, our innovative portfolio harnesses deep scientific expertise across chemistry, physics, and biology. We collaborate with customers around the world to advance the release of effective, high-quality medicines, ensure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combating antibiotic resistance. Through a shared culture of relentless innovation, our passionate team of :16,000 colleagues turn scientific challenges into breakthroughs that improve lives worldwide. Diversity and inclusion are fundamental to our core values at Waters Corporation. It benefits our employees, our products, our customers and our community. Waters complies with all applicable federal, state, and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status, or any other characteristic protected by law. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. All hiring decisions are based solely on qualifications, merit, and business needs at the time.
Key skills/competency
- ServiceNow Development
- ITSM
- NowAssist
- JavaScript
- Flow Designer
- Integrations
- ITIL
- AI Adoption
- Problem Solving
- Communication Skills
Skills & topics
- ServiceNow Developer
- ITSM
- ServiceNow
- JavaScript
- Flow Designer
- ITIL
- NowAssist
- AI
- Software Development
- IT Operations
How to get hired
- Tailor your resume: Highlight ServiceNow development, ITSM modules, and NowAssist experience.
- Showcase technical skills: Emphasize JavaScript, Flow Designer, and integration technologies (REST/SOAP).
- Demonstrate ITIL knowledge: Mention experience with ITIL processes and enterprise governance.
- Prepare for technical questions: Be ready to discuss ServiceNow architecture and problem-solving scenarios.
- Highlight AI/AIOps exposure: Mention any experience with AI platforms or IT monitoring tools.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the key responsibilities for the ITSM Lead Engineer role at Waters Corporation?
- The ITSM Lead Engineer at Waters Corporation is responsible for designing, developing, and implementing solutions on the ServiceNow platform, with a focus on ITSM modules and NowAssist. This includes customizing workflows, forms, and integrations, as well as supporting upgrades and exploring new platform capabilities. The role also involves collaborating with global IT teams, ensuring compliance with ITIL best practices and industry standards, and driving AI adoption for operational efficiency.
- What technical skills are essential for the Sr. ServiceNow Developer position?
- Essential technical skills for this role include 5-7 years of hands-on ServiceNow development experience using JavaScript, Glide API, and Flow Designer. Proficiency in ITSM modules (Incident, Problem, Change, Request), experience with NowAssist, and knowledge of integration technologies like REST, SOAP, and MID Server are crucial. Familiarity with ITOM, HAM, and SAM modules is also beneficial.
- Does Waters Corporation prefer specific certifications for the ITSM Lead Engineer role?
- While not strictly required, Waters Corporation prefers candidates with a ServiceNow Certified Application Developer (CAD) or System Administrator (CSA) certification. These certifications demonstrate a strong understanding of the ServiceNow platform and its development capabilities, making candidates more competitive for the Sr. ServiceNow Developer position.
- How does Waters Corporation approach AI adoption in its IT services?
- Waters Corporation is actively driving the adoption of AI, particularly through ServiceNow's NowAssist, to enhance IT Service Management. This involves configuring predictive analytics, anomaly detection, and automated remediation workflows to improve operational efficiency, incident prediction, and proactive issue resolution. The company seeks candidates who can propose and implement agentic workflows to automate processes and report on AI investment returns.
- What is the company culture like at Waters Corporation for IT professionals?
- Waters Corporation fosters a collaborative environment for its IT professionals, with opportunities to work with global IT teams and engage in enterprise-scale projects. The company values relentless innovation and encourages professional growth through exposure to cutting-edge technologies like AI within the ServiceNow platform. Diversity and inclusion are fundamental core values, ensuring a supportive and equitable workplace.
- What kind of integrations does the ITSM Lead Engineer at Waters Corporation typically work on?
- The ITSM Lead Engineer will build and maintain integrations with various third-party tools essential for IT operations. This commonly includes monitoring systems, Security Information and Event Management (SIEM) tools, and endpoint management solutions. The goal of these integrations is to create seamless workflows, reduce manual effort, and improve overall IT response times.
- What are the opportunities for professional growth in the Sr. ServiceNow Developer role?
- This role offers significant professional growth opportunities, including leading cutting-edge AI adoption within Waters GCC and gaining exposure to enterprise-scale ServiceNow implementations. Candidates can expand their expertise in ITSM, ITOM, and develop custom applications, contributing to advanced solutions that improve operational efficiency and proactive remediation.