Job Description

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.

Roles & Responsibilities :

Perform daily maintenance, administration, and troubleshooting on the ServiceNow platform.

• Focus on implementing CSM Modules, configuring Agent workspace and Integrating APIs with third party systems.

• Monitor and ensure system stability and performance.

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

• Customize ServiceNow forms and fields based on business needs.

• Provide support and resolution for issues related to ServiceNow.

• Collaborate with stakeholders to improve ITIL processes within ServiceNow.

• Manage ServiceNow upgrades, patches, and hotfixes.

• Ensure that customizations are compatible with new platform versions.

• Conduct testing and validation of upgrades before deployment.

• Integrate ServiceNow 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.

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

• Create and update user documentation and knowledge base articles.

Qualifications

Educational qualification:

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

Experience :

• Experience with ServiceNow Orchestration, Virtual Agent, or Service Portal.

• Experience with ServiceNow Flow Designer, Integration Hub, Scripted REST APIs.

• Experience with CSM Modules implementation.

Mandatory/requires Skills :

• Experience with ServiceNow Flow Designer, Integration Hub, Scripted REST APIs.

• Experience with CSM Modules implementation

• Strong experience with sync processes, reconciliation logic, async processing

• Solid understanding of automation governance (auditability, logging, traceability)

• AI agent enablement mindset (task orchestration, confidence scoring, human-in-the-loop design)

• Experience with ServiceNow integrations (REST/SOAP) and web services.

• Strong knowledge of JavaScript, HTML, CSS, and other web technologies.

Preferred Skills :

• ServiceNow Developer Certification or any related ServiceNow certifications.

• Experience with ServiceNow Orchestration, Virtual Agent, or Service Portal.

• Experience with ServiceNow Flow Designer, IntegrationHub, Scripted REST APIs.

• Familiarity with other ITSM tools and platforms.

• Experience with Agile methodologies and DevOps practices.

Additional Information

• 2-4 years' experience in ServiceNow CSM development, configuring Agent workspace and Integrating APIs with third party systems.