ServiceNow ITSM Developer (Telecommunications Domain)

Position Overview

We are seeking an experienced ServiceNow ITSM Developer with 3–5 years of hands-on development experience on the ServiceNow platform, including exposure to Telecommunications Service Management (TSM) / telecom-specific modules. The candidate will play a key role in designing, developing, and customizing ServiceNow ITSM applications to support business needs in a telecom environment.
 

Key Responsibilities

• Configure, customize, and enhance ServiceNow ITSM modules (Incident, Problem, Change, Request, Knowledge, CMDB, Service Catalog). 

• Develop and maintain workflows, Flow Designer actions, client scripts, business rules, and UI policies. 

• Implement and support Telecommunications Service Management (TSM) module capabilities (e.g., service order management, fulfillment, inventory integration). 

• Build and optimize Service Portal and Agent Workspace for ITSM and telecom use cases. 

• Collaborate with architects and business analysts to translate telecom industry requirements into ServiceNow solutions. 

• Support integrations with third-party telecom systems and OSS/BSS platforms using REST, SOAP, and IntegrationHub. 

• Ensure adherence to best practices, coding standards, and ITIL-based processes. 

• Troubleshoot, debug, and resolve ServiceNow issues in ITSM and telecom-specific applications. 

• Provide technical documentation and handover to operations teams. 

Required Qualifications:

• 3–5 years of development experience on the ServiceNow platform. 

• Strong hands-on experience with ServiceNow ITSM suite (Incident, Change, Problem, Request, CMDB). 

• Exposure to Telecommunications Service Management (TSM) module or telecom industry use cases. 

• Proficiency in JavaScript, Glide APIs, Flow Designer, UI Builder. 

• Experience with Service Portal and Agent Workspace development. 

• Working knowledge of integrations (REST/SOAP APIs, MID Server, IntegrationHub). 

• Understanding of CMDB design, CSDM framework, and telecom-related data models. 

• Strong problem-solving skills and ability to work in an agile environment. 

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) – required or in progress. 

• ServiceNow Certified Implementation Specialist – ITSM / TSM. 

• Experience with telecom OSS/BSS systems and workflows. 

• Familiarity with Discovery, ITOM, or ITAM modules.