- Source
- Fountain
Description
ABOUT ACT:
(Atria Convergence Technologies Ltd.) was born out of a vision to become the most admired in-home entertainment, education, and interactive services provider in India. Today, we are closer than ever to realizing it. Based in Bangalore, we serve several cities and towns in Karnataka, Andhra Pradesh, Telangana, Tamil Nadu and Delhi. We are one of the country’s most renowned cable and broadband company, bringing state-of the art services to nearly 2 million happy homes (Fibernet, Digital TV, HDTV). We offer broadband on optic fiber and our Fiber-To-The-Home technology can carry vast amount of information at speeds up to 1 Gbps. We are one of the leading ISPs In the wired broadband category, and the largest non-telco ISP in the country.
Position: Assistant Manager/Deputy Manager-Information Technology-ServiceNow-CRM
Location: Bangalore
Reporting to: Manager - CRM
Role Description:
We are seeking a highly skilled ServiceNow Sr Developer with strong hands-on experience in Field Service Management (FSM), Sales Order Management (Order Management for CSM), and Service/Case Management modules. The candidate will be responsible for designing, developing, configuring, and implementing ServiceNow solutions to streamline field operations, order fulfillment, and IT service processes across the enterprise.
Key Responsibilities:
- Lead and participate in end-to-end implementations of ServiceNow modules — FSM, Sales Order Management, and Service, Product Catalog
- Gather business requirements and translate them into technical designs and ServiceNow configurations.
- Design and build custom applications, workflows, business rules, UI policies, client scripts, and flows in ServiceNow.
- Configure Sales Order Management workflows for order capture, decomposition, fulfillment, and tracking.
- Implement and manage Field Service Management capabilities — dispatching, scheduling, work order management, and mobile agent functionalities.
- Configure and support core ITSM processes such as Incident, Problem, Change, Request, CMDB, Knowledge, and SLAs.
- Integrate ServiceNow with external systems (ERP, CRM, Inventory, Billing, etc.) using REST/SOAP APIs
- Ensure all ServiceNow solutions are delivered following best practices, governance, and coding standards.
- Conduct testing, deployment, and documentation of new or modified ServiceNow features.
- Collaborate with cross-functional teams (IT, operations, sales, and field services) to ensure business continuity and solution alignment.
- Troubleshoot, maintain, and enhance existing ServiceNow applications and integrations.
Required Skills & Qualifications
- 6–8 years of hands-on experience working on the ServiceNow platform in configuration, development, and implementation roles.
- Proven expertise in:
- ServiceNow Field Service Management (FSM)
- ServiceNow Sales Order Management / Order Management for CSM
- ServiceNow ITSM (Incident, Problem, Change, Request, CMDB)
- Strong understanding of ServiceNow architecture, data model, and service relationships (CMDB).
- Proficiency in JavaScript, Glide API, Flow Designer, UI Builder, and IntegrationHub.
- Experience with Service Catalog, Workflows, SLA configuration, and custom application development.
- Strong understanding of ServiceNow best practices.
- Excellent analytical, problem-solving, and troubleshooting skills.
- Strong communication skills and ability to collaborate effectively with business and technical stakeholders.
Preferred Qualifications (Good to Have):
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Implementation Specialist in FSM, ITSM, or Order Management
- Experience integrating ServiceNow with BRM, ERP, or logistics systems
- Familiarity with CSM (Customer Service Management) and ITOM modules
- Exposure to ServiceNow Reporting, Performance Analytics, or Now Experience UI Framework