Country/Region:  IN
Requisition ID:  10805
Work Model: 
Position Type: 
Salary Range: 

Title:  Technical Specialist


Job Title: ServiceNow Administrator/Developer

Location: Pune

Company Overview: Birlasoft combines the power of domain, enterprise, and digital technologies to reimagine business processes for customers and their ecosystem. Its consultative and design thinking approach makes societies more productive by helping customers run businesses. As part of the multibillion-dollar diversified CK Birla Group, Birlasoft with its 12,500+ professionals, is committed to continuing the Group’s 162-year heritage of building sustainable communities.


Position Overview: As a ServiceNow Administrator, you will be responsible for the configuration, customization, and maintenance of the ServiceNow platform to support the organization's IT Service Management (ITSM) processes. You will play a critical role in ensuring the stability, scalability, and efficiency of the ServiceNow environment, while also collaborating with stakeholders to understand requirements and deliver solutions that meet business needs.



  1. Administer and maintain the ServiceNow platform, including user administration, access control, and configuration management.
  2. Configure and customize ServiceNow applications, modules, and workflows to support ITSM processes such as Incident Management, Change Management, and Service Request Management.
  3. Collaborate with stakeholders to gather requirements and translate them into technical solutions within the ServiceNow platform.
  4. Design and implement ServiceNow integrations with third-party systems and applications.
  5. Develop and maintain ServiceNow reports, dashboards, and analytics to monitor performance and KPIs.
  6. Provide technical support and troubleshooting assistance to users, resolving issues and ensuring a positive user experience.
  7. Stay updated on latest ServiceNow releases, patches, and upgrades, evaluating their impact and implementing as needed.
  8. Conduct training sessions and create documentation to educate users on ServiceNow best practices and functionality.
  9. Participate in testing and quality assurance activities to ensure the reliability and accuracy of ServiceNow configurations and customizations.


  1. Bachelor’s degree in Computer Science, Information Technology, or related field.
  2. Proven experience (X years) as a ServiceNow Administrator, including configuration and customization of ServiceNow platform.
  3. Strong expertise in ServiceNow modules such as Incident Management, Change Management, and Service Request Management.
  4. Experience with ServiceNow scripting languages (JavaScript, Glide) for customization and development.
  5. Knowledge of ServiceNow integration methods (REST, SOAP, MID Server) and experience with integration tools.
  6. Excellent analytical and problem-solving skills, with the ability to troubleshoot technical issues and propose effective solutions.
  7. Strong communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels of the organization.
  8. ServiceNow certification(s) such as Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) preferred.
  9. Experience with ITIL framework and ITSM best practices preferred.


  • Competitive salary
  • Health, dental, and vision insurance
  • Retirement savings plan
  • Paid time off and holidays
  • Opportunities for professional development and growth