About the Role
We are looking for a Principal ServiceNow Engineer to lead the offshore development effort for an Enterprise Service Desk Automation and AI-Driven Self-Service initiative. This role will be responsible for hands-on delivery of all L0/L1 service desk automation use cases - from Master Security Decision Table build to production deployment - working closely with the onsite Sr. Architect.
Key Responsibilities
Build and configure the Master Security Decision Table in Flow Designer - covering all personas, request types, risk tiers, approval chains, and audit record auto-generation.
Develop and configure ServiceNow Service Catalog items and Flow Designer.
Configure Moveworks tenant, install the certified ServiceNow plugin, and validate end-to-end smoke tests from Teams/Slack through Moveworks to ServiceNow.
Implement Azure Active Directory Integration Hub spoke account creation, unlock, and group assignment workflows.
Implement Microsoft Intune Integration Hub spoke device enrollment and software package deployment on account creation.
Configure Moveworks Concierge ticket lifecycle notifications and conversational intent mappings for each use case.
Lead sprint-level technical execution - write unit test cases, conduct code reviews, and support UAT for each use case.
Prepare and maintain technical documentation: deployment checklists, integration runbooks, and administrator guide.
Coordinate with QA and the onsite architect on defect triage and production deployments.
Support mini hypercare post each use case go-live - monitor, triage, and validate in production.
