GITSM - ServiceNow Developer
Junior to Mid-Level - ITSM TAN | Global Capability Center, Vizag
Role Summary: A balanced junior-to-mid ServiceNow development role focused on configuration, development support, testing, documentation, and platform stability within Eisai’s ServiceNow TAN / Center of Excellence model.
Role Details
Field
Details
Job Title
ITSM TAN | Platform Team | ServiceNow Developer, Junior to Mid-Level
Location
Eisai Global Capability Center (GCC), Vizag, India
Experience Level
2 to 5 years hands-on
Job Type
Full-Time
Department
Global IT - Global IT Service Management (GITSM)
Reports To
ITSM Platform Architect
About the Company / Team
Eisai Global Digital Business Transformation (GDBT) center in Vizag is Eisai’s global capability center, delivering high-quality IT capabilities to support Eisai’s human health care (hhc) mission globally. The GCC leverages internal technical competencies to engineer, build, secure, and operate cost-optimized global IT platforms.
Position Overview
The GITSM - ServiceNow Developer will support the configuration, development, testing, and enhancement of ServiceNow ITSM capabilities within established standards defined by the ServiceNow TAN, Eisai’s Center of Excellence model. This role will work under the guidance of the ITSM Platform Architect and senior developers to deliver reliable, upgrade-safe, and well-documented ServiceNow solutions.
This role is suited for a developer who has hands-on ServiceNow experience, understands core ITSM processes, and is looking to grow technical depth in platform configuration, scripting, workflows, integrations, and operational support.
Why This Role Exists
To support development and configuration activities across ServiceNow ITSM modules.
To assist in building workflows, forms, catalog items, scripts, and automation based on approved requirements.
To contribute to defect fixes, testing, documentation, and platform improvements.
To follow ServiceNow best practices, coding standards, and configuration-over-customization principles.
To collaborate with architects, senior developers, process owners, and regional teams to deliver stable platform outcomes.
Key Responsibilities
Platform Configuration & Development
Configure and enhance ServiceNow ITSM modules, forms, catalog items, workflows, and Flow Designer solutions.
Develop and update Business Rules, Client Scripts, UI Policies, Script Includes, and notifications under guidance.
Follow established design patterns, coding standards, and update set management practices.
Support configuration-over-customization principles to maintain platform stability and upgrade readiness.
Integration & Automation Support
Assist in developing and maintaining integrations using REST, SOAP, MID Server, and IntegrationHub where applicable.
Support testing, troubleshooting, and documentation of integrations.
Work with senior developers and architects to ensure integrations follow approved enterprise patterns.
Quality, Testing & Support
Support defect resolution, troubleshooting, testing, and basic root cause analysis.
Participate in unit testing, regression testing, and deployment preparation.
Maintain proper documentation for configurations, scripts, and changes.
Support production issues as assigned, with appropriate escalation to senior team members.
Collaboration & Learning
Participate in technical discussions and contribute implementation input.
Work closely with senior developers, architects, process teams, and regional stakeholders.
Learn and adopt ServiceNow CoE standards, development guidelines, and release practices.
Continue building technical capability across ITSM, scripting, automation, and platform support.
Required Skills & Experience
2 to 5 years of hands-on ServiceNow development or configuration experience.
Working knowledge of ServiceNow ITSM modules such as Incident, Change, Problem, Request, and Knowledge.
Experience with Flow Designer, catalog items, forms, UI Policies, Business Rules, Client Scripts, and notifications.
Basic to intermediate JavaScript and Glide API knowledge.
Understanding of update sets, platform testing, and release support.
Ability to work within architect-led or standards-based delivery models.
Good communication skills and ability to collaborate with technical and process teams.
Preferred Qualifications
Exposure to IntegrationHub, REST/SOAP integrations, MID Server, or ServiceNow APIs.
Familiarity with Agile delivery, DevOps, Git, or CI/CD concepts.
Experience supporting enterprise ServiceNow environments.
Interest in growing into senior developer or platform engineering responsibilities.
Education & Certifications
Bachelor’s degree in Engineering, Computer Science, Information Technology, or related field.
ServiceNow Certified System Administrator (CSA), preferred or expected within a defined period.
ServiceNow Certified Application Developer (CAD), preferred.
ServiceNow CIS - IT Service Management (CIS ITSM), nice to have.
Working Relationships
Relationship Area
Details
Reports To
ITSM Platform Architect
Key Stakeholders
GITSM Lead, Regional ITSM Leads, Infrastructure and Application Service Owners, GCC leadership
Collaboration Model
Works under guidance from architects and senior developers within TAN / CoE standards.