Sr. Software Engineer (ITSM Developer) at Bosch

Roles & Responsibilities :

Perform daily maintenance, administration, and troubleshooting on the Service Now platform.

• Manage user access, roles, and permissions.

• Monitor and ensure system stability and performance.

• Configure and maintain workflows, business rules, UI policies, and UI actions.

• Customize Service Now forms and fields based on business needs.

• Develop and manage Service Catalog items, including designing workflows.

• Provide support and resolution for issues related to Service Now.

• Manage incident, problem, and change requests in the platform.

• Collaborate with stakeholders to improve ITIL processes within Service Now.

• Manage Service Now upgrades, patches, and hotfixes.

• Ensure that customizations are compatible with new platform versions.

• Conduct testing and validation of upgrades before deployment.

• Integrate Service Now with other tools and systems (e.g., Active Directory, monitoring tools).

• Implement automation processes using workflows, Flow Designer, and Orchestration.

• Generate and maintain dashboards and reports for key stakeholders.

• Monitor KPIs and SLAs through performance analytics.

• Provide technical support and training to users of the Service Now platform.

• Create and update user documentation and knowledge base articles.

Educational qualification:

Bachelor’s degree in Computer Science, Information Technology, or related field.

Experience :

• Strong understanding of the Service Now platform, including core ITSM modules (Incident, Problem, Change, Request, Knowledge).

• Experience with Service Now administration, including managing roles, workflows, business rules, and form layouts.

• Proficiency in JavaScript and Glide scripting within Service Now.

• Excellent communication skills to work with cross-functional teams and translate business requirements into technical solutions.

Mandatory/requires Skills :

• Excellent communication skills to work with cross-functional teams and translate business requirements into technical solutions.

• Strong understanding of the Service Now platform, including core ITSM modules (Incident, Problem, Change, Request, Knowledge).

Preferred Skills :

• Proficiency in JavaScript and Glide scripting within Service Now.

• Experience with Service Now administration, including managing roles, workflows, business rules, and form layouts.

5-8 years of overall IT experience and 2-4 years in administering and configuring Service Now. Experience in IT service management, automation, and workflow creation. Experience with integrations using REST/SOAP APIs is an advantage.

Bosch Global Software Technologies Private Limited is a 100% owned subsidiary of Robert Bosch GmbH, one of the world's leading global supplier of technology and services, offering end-to-end Engineering, IT and Business Solutions. With over 27,000+ associates, it’s the largest software development center of Bosch, outside Germany, indicating that it is the Technology Powerhouse of Bosch in India with a global footprint and presence in the US, Europe and the Asia Pacific region.