T&T - ET&P- ServiceNow - Manager - ITSM - Bangalore

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Manager| ITSM | Bangalore | Servicenow

• Job requisition ID: 103834


• Location: Bangalore


• Entity: Deloitte Touche Tohmatsu India LLP

The team

Enterprise technology must do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about ET&P

Your work profile

We are seeking an experienced and result driven ServiceNow Developer at a Manager level with a strong background in ITSM, ensuring business continuity and compliance with organizational goals. 

Key skills required

• Gather, analyze, and document business requirements for ITSM processes


• 8-12 Years of experience reqired.


• Configure, customize, and enhance ITSM modules including:


• Incident Management


• Problem Management


• Change Management


• Request Management


• Knowledge Management


• CMDB & Asset Management


• Develop and maintain Service Catalog items, record producers, and approval workflows


• Build automation using Flow Designer for request fulfilment, approvals, notifications, and SLA management


• Configure UI Policies, Client Scripts, Business Rules, Script Includes, and ACLs


• Design, develop, and support REST-based integrations with third-party systems (monitoring tools, CMDB sources, ERP, IAM, etc.)


• Work on CMDB configuration, CI class modelling, relationships, and CMDB health improvements


• Provide L2/L3 production support, troubleshooting and resolving:


• Defects and incidents


• ACL and role-based access issues


• Integration failures


• SLA breaches and performance issues


• Assist in ServiceNow upgrades, update set migrations, testing, and deployment activities


• Create and maintain technical documentation, design documents, SOPs, and runbooks


• Ensure solutions follow ServiceNow best practices, governance, and ITIL standards


• Collaborate with stakeholders, process owners, and cross-functional teams for continuous improvement.


• ITSM: Integration, UI Builder, UI Policies


• Deep understanding of ServiceNow data model, architecture, and integration frameworks.


• Solid understanding of ITIL processes and enterprise service management concepts.


• Excellent communication, stakeholder management, and documentation skills.


• Experience managing cross-functional, global delivery teams.


• Education - UG and Above

You bring you

That's all we ask. And in return, we'll create an enabling and respectful environment. That includes reasonable accommodation for Fate unique needs.

Your bold odyssey starts here 

Our story starts with your success: Experience excellence in an environment that is meritorious, respectful, collaborative, and empowering. One that is a catalyst of 360-degree happiness for you and your loved ones.

Get right skilled for tomorrow: Get equipped to fuel transformative change and be the best in the industry. Don't just learn new skills, but be the engine of innovation, with clutter-breaking solutions and practices.

Power the nation's growth story: We're Indian-owned and led and working towards India's future. Our team spans and creates impact for the country, well beyond its urban centers. We move ahead along with the communities in which we operate, thereby giving you a profession with a strong sense of purpose.