Software Engineer II

Overview

Build and configure ServiceNow platform capability across ITSM, HAM and SAM, turning approved process designs from the Process Advisor into working, supportable solutions.

What you'll do

• Implement approved process designs across ITSM (Incident Management, Request Fulfillment, Service Catalog items, RITM/SCTASK structures, SLA definitions), HAM (asset lifecycle, stockroom and inventory processes), and SAM (software requests, entitlements, license allocation, reclamation workflows).
• Configure and develop on the platform using Flow Designer, business rules, client scripts, UI policies, script includes, notifications, ACLs, and Service Portal / Employee Center configuration, using JavaScript and Glide APIs where scripting is genuinely required.
• Implement and maintain the agreed CMDB and asset data model: CI classes, Asset–CI relationships, identification and reconciliation rules, and data quality jobs, in line with the data standards set by the Process Advisor.
• Build and maintain integrations with adjacent systems (e.g., procurement, discovery, HR, endpoint management) using IntegrationHub, REST APIs, and import sets / transform maps.
• Write and maintain Automated Test Framework (ATF) coverage for what you build; follow update set / source control discipline, instance hygiene, and release practices across dev, test, and production.
• Prefer configuration over customization; document every deviation from out-of-the-box behavior and its rationale.
• Surface conflicts between requested builds and platform guardrails to the Process Advisor and platform owner before building.
• Tune forms, views, and queues for Fulfiller productivity, fix defects quickly, and turn recurring pain points into small platform improvements.
• Maintain clear technical documentation, including configuration records, integration specs, and runbooks, so what you build is supportable by others.

What you'll need

• 3–6 years of hands-on ServiceNow development and configuration experience, with at least one substantial implementation or major module rollout delivered end-to-end.
• Strong working knowledge of ITSM applications (Incident, Request, Service Catalog, SLAs).
• Practical exposure to HAM and/or SAM modules, CMDB structures, and the Asset vs. CI distinction.
• Proficiency in JavaScript and ServiceNow Glide APIs (GlideRecord, GlideAjax, GlideSystem), Flow Designer, business rules, client scripts, UI policies, and ACLs.
• Experience building integrations via REST/SOAP, IntegrationHub, and import sets / transform maps.
• ServiceNow Certified System Administrator (CSA) certification.
• Disciplined delivery habits: update set / source control hygiene, testing before release, and documentation as part of done.
• Ability to work from written process designs and governance standards, ask sharp clarifying questions, and communicate clearly with non-technical process owners.

Nice to have

• ServiceNow Certified Implementation Specialist (CIS) in ITSM, HAM, or SAM; CAD (Certified Application Developer) is a plus.
• Experience with Automated Test Framework (ATF), Performance Analytics, or Service Portal / Employee Center customization.
• Exposure to Discovery, asset integrations (procurement, endpoint management), or software license management tooling.
• ITIL 4 Foundation certification, or equivalent grounding in ITIL-aligned processes.
• Experience in managed services or IT services environments where SLA performance directly drives client outcomes.

Details

• Full-time.
• Remote, India.
• Reports into Astreya's ServiceNow platform / program leadership and works daily with operations, service delivery, and asset management stakeholders.