Principal Engineer - ServiceNow (ITOM)

Overview

Act as a key technical expert and collaborative leader shaping the design, implementation, and continuous evolution of enterprise-scale ITOM capabilities on the ServiceNow platform.

What you'll do

• Collaborate with IT and business stakeholders to define and evolve ServiceNow ITOM strategies.
• Design scalable ITOM solutions across on-premise, hybrid, and multi-cloud environments (AWS, Azure, and Google Cloud Platform).
• Lead and guide teams in platform engineering, configuration, and optimization across Discovery, Service Mapping, CMDB (Configuration Management Database), and Event Management.
• Develop and promote standardized frameworks, automation assets, and reusable solutions.
• Support platform governance, architecture reviews, and continuous technical improvements.
• Integrate observability, monitoring, and automation tools to enhance operational reliability.
• Partner with DevOps and agile teams to improve continuous integration and delivery (CI/CD) practices.
• Enable data accuracy and governance through Common Service Data Model (CSDM) adoption.
• Contribute to innovation through proofs of concept and technology evaluation.

What you'll need

• Extensive experience (typically 10+ years) in IT operations, design, or engineering, including deep ServiceNow platform expertise.
• Proven experience leading or contributing to enterprise ITOM implementations.
• Strong understanding of Discovery, Service Mapping, CMDB, and Observability practices.
• Familiarity with integrating multiple platforms using REST APIs, Flow Designer, or equivalent methods.
• Proficiency with cloud technologies such as Amazon Web Services (AWS), Microsoft Azure, and Google Cloud.
• Collaborative communication style, problem-solving mindset, and openness to mentoring and continuous learning.

Nice to have

• Knowledge of JavaScript, Python, or PowerShell scripting for automation.
• ServiceNow certifications such as System Administrator (CSA), Application Developer (CAD), or Discovery Implementation Specialist.

Details

• Location: Bangalore.
• Hybrid working model.