Your Mission
Take end-to-end ownership of our ServiceNow platform customization and ongoing improvement, with a strong focus on ITSM and ITOM. You will partner closely with IT and HR stakeholders to deliver scalable, upgrade-safe solutions that align with ServiceNow best practices—knowing when to configure vs. customize, and having the confidence and communication skills to push back when a request would create unnecessary technical debt. As a senior member of the team, you will shape how we build on ServiceNow: establishing maintainable patterns, improving automation, ensuring data quality in the CMDB, and integrating ServiceNow with other enterprise services via REST/APIs. You will help keep the platform clean, secure, and operationally reliable across environments.
What You’ll Do
Core Responsibilities
- Design, build, and maintain ServiceNow solutions across ITSM and ITOM using configuration-first, upgrade safe patterns.
- Build and improve workflows and automations (Flow Designer, approvals, routing, fulfillment, notifications) with a focus on reliability and reuse.
- Own and evolve ITOM capabilities (e.g., Discovery, Service Mapping, Event/Operations integrations) and improve the quality and usefulness of operational data.
- Advise on best practices for CMDB health and data model discipline (e.g., CSDM-aligned thinking, CI relationships, lifecycle hygiene) in collaboration with platform/process owners.
- Operate a safe delivery lifecycle across Dev/Test/Prod: versioning, controlled transports, documentation, and release readiness.
- Apply security-by-design (roles, ACLs, least privilege) and contribute to ongoing platform hygiene and governance.
- Troubleshoot complex issues across UI, scripting, integrations, performance, and data integrity; resolve quickly and implement preventive fixes.
Strategic Responsibilities
- Set and enforce development standards (scoped apps, reusable components, documentation expectations, and “don’t customize what the platform already does well”).
- Help shape the ServiceNow roadmap with IT and HR: prioritize work, reduce technical debt.
- Improve integration and automation maturity (API design, error handling, monitoring, retry patterns, and runbooks).
- Support platform governance (instance health checks, release readiness, structured upgrade planning/testing).
- Coach stakeholders and peers to raise platform literacy and reduce “snowflake” requests through clear guidance and tradeoff communication.
What You Bring
- 5+ years of hands-on ServiceNow development experience in production environments, owning enhancements from design through deployment.
- Certifications (based on scope): CIS-ITSM and ITOM-related (e.g., Discovery / Service Mapping) where applicable.
- Strong ServiceNow platform development skills (JavaScript/Glide APIs, business rules, client scripts, UI policies, Script Includes, scoped apps, catalog items, workflows).
- Solid ITSM implementation experience (incident/problem/change/request, knowledge, SLAs) and practical delivery history.
- Hands-on ITOM experience (especially Discovery; plus Service Mapping / related ITOM patterns as applicable) and understanding of operational data dependencies.
- Ability to push back constructively: guide stakeholders toward standard, maintainable solutions and explain tradeoffs (upgrade safety, maintainability, licensing, performance).
- Experience with test and release discipline (ATF where appropriate, regression strategy, upgrade-readiness practices).
- Required: ServiceNow Certified System Administrator (CSA) and/or Certified Application Developer (CAD).
- Strong English communication skills and comfort working across IT and HR teams with varying technical depth.
Nice to Have
- Experience working in an Agile environment; SAFe exposure is a plus.
- Experience with identity/group governance integrations (e.g., Entra-based group sync concepts) and role/permission hygiene at scale.
- Exposure to ServiceNow platform operating model topics (instance strategy, release management, operational support, platform reviews/health assessments).
- Experience supporting service catalog / service portfolio management concepts and related roles/workflows.
- Available to work on-site in Noida at least 60%, or willingness to relocate.
What We Offer
Want to join a team that enjoys making secure connectivity simple for our customers? You’ll be among people who believe in:
- Caring PASSIONATELY about keeping our customers safe – We’re dedicated to solving problems. Whatever it takes.
- Thinking UNCONVENTIONALLY to stay ahead – The world never fails to surprise us. So let’s surprise it first.
- Doing the hard work to make things SIMPLE – Craft and hone something that delights in its simplicity.
- Working COLLABORATIVELY to build success – The power of the team will always make us faster and better.
As a testament to this, Open Systems has been recognized as an outstanding place to work. You’ll be surrounded by smart teams who enrich your experience and provide opportunities you will need to develop your skills and advance your career.
We look forward to receiving your online application (please note that you need to compress your application into two attachments). Only direct applications will be considered.
Come as you are! We are looking for amazing people of diverse backgrounds, experiences, abilities, and perspectives. Open Systems welcomes and encourages diversity in the workplace regardless of race, gender, religion, age, sexual orientation, disability, or veteran status.
About Open Systems
Open Systems is about secure connectivity made easy, combining SD-WAN, Firewall, SWG, CASB, and ZTNA into a framework that supports secure connectivity across cloud and hybrid environments and locations. Open Systems Managed SASE provides a comprehensive SASE solution through an easy-to-use customer portal, underpinned with a unified data platform to drive future innovation, all delivered as a 24x7 managed service.
