ServiceNow Support Engineer

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a App. Software Dev. Sr Prin. Cnslt. to join our team in Hyderabad, Telangana, India.

Act as the primary SME for the ServiceNow platform including ITSM, CMDB, ITOM (Discovery/Event/Orchestration), HRSD, CSM, SecOps, GRC, Performance Analytics, and Service Portal/Now Experience.

Provide production support: triage incidents, perform root-cause analysis, implement fixes or workarounds, and manage escalations to ensure SLA adherence.

Manage platform administration: system properties, scheduled jobs, notification schemes, upgrade readiness, and instance cloning processes.

Lead and maintain integrations using IntegrationHub, REST/SOAP web services, MID Server, JDBC, SFTP, and message queues for third-party systems (AD/LDAP, HR/payroll, monitoring tools, CMDB sources).

Own CMDB health: reconciliation, discovery schedules, CI relationships, and data quality rules.

Support and enhance Service Portal / Now Experience pages, widgets, Virtual Agent bots, and catalog items.

Manage security & access: role/permission model, delegated administration, ACLs, and data segregation.

Coordinate and execute instance upgrades and patches, perform regression testing, and remediate upgrade impacts.

Maintain runbooks, SOPs, knowledge base articles, and technical documentation for repeatable support tasks.

Drive continuous improvement: automation (catalog workflows, orchestration), performance tuning, reduction of manual interventions, and adoption of best practices.

Liaise with ServiceNow Support / CSM for platform issues, Manage ServiceNow support tickets, and track resolutions and roadmap items.

On-call & Shift Expectations

Will participate in a rotating on-call schedule; occasional weekend or after-hours support during critical rollouts or incident escalations.

Flexible hours during peak season or major go-lives.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.