| Job Title | Manager – IT Service Management |
| Company | Deloitte Touche Tohmatsu India LLP |
| Job Requisition ID | 107014 |
| Location | Mumbai |
| Technology | ServiceNow |
| Experience | 6–12 years |
| Role | ITSM Developer |
| Education | Undergraduate degree or above |
| Core Skills | ITSM, ServiceNow development, ITIL, Enterprise Service Management |
| ServiceNow Modules | Virtual Agent, Event Management, Performance Analytics, Request Management, Knowledge Management, CMDB & Asset Management |
| Responsibilities | Gather, analyze and document ITSM business requirements |
| ServiceNow Development | Configure, customize and enhance ITSM modules |
| Service Catalog | Develop catalog items, record producers and approval workflows |
| Automation | Flow Designer for request fulfilment, approvals, notifications and SLA management |
| Scripting & Configuration | UI Policies, Client Scripts, Business Rules, Script Includes and ACLs |
| Integrations | REST-based integrations with monitoring tools, CMDB sources, ERP, IAM and other third-party systems |
| CMDB | CI class modelling, relationships and CMDB health improvements |
| Production Support | Troubleshoot defects, incidents, access issues, integration failures, SLA breaches and performance issues |
| Upgrades & Deployment | ServiceNow upgrades, update set migrations, testing and deployment |
| Documentation | Technical documents, design documents, SOPs and runbooks |
| Additional Skills | UI Builder, Service Mapping, ServiceNow data model, architecture and integration frameworks |
| Leadership | Experience managing cross-functional and global delivery teams |
| Soft Skills | Communication, stakeholder management and documentation |
| Standards | ServiceNow best practices, governance and ITIL standards |
