ServiceNow - Integration - UI Builder-Playbook-CIS-CSM-Dispute Management-FSO Experience - Staff

📍 Job Overview

Job Title: ServiceNow Integration - UI Builder - Playbook - CIS - CSM - Dispute Management - FSO Experience - Staff Company: EY Location: Bengaluru, Trivandrum, Kolkata, Hyderabad, Chennai, Pune, Kochi, Noida (India) Job Type: Full-time Category: Technology / IT Operations / Platform Engineering Date Posted: August 17, 2025 Experience Level: 2-5 Years Remote Status: On-site

🚀 Role Summary

• This role is focused on the implementation, configuration, and customization of the ServiceNow platform, with a strong emphasis on integration capabilities and workflow automation.
• The position requires hands-on experience with key ServiceNow modules such as UI Builder, Playbooks, Customer Service Management (CSM), and Financial Services Operations (FSO), as well as experience with Third-Party Risk Management (TPRM) and Identity Risk Management (IRM).
• A critical aspect of this role involves developing and automating processes through scripting, workflow creation, and integrating ServiceNow with external systems and applications.
• The Staff member will be responsible for translating business requirements into technical specifications, supporting system testing, and contributing to the continuous improvement of the ServiceNow environment to enhance operational efficiency.

📝 Enhancement Note: While the job title mentions "ServiceNow - Integration," the core responsibilities and required skills clearly position this role within platform engineering and IT operations, specifically focused on the ServiceNow ecosystem. The emphasis on CSM, FSO, TPRM, and IRM suggests a specialization in service delivery and operational management platforms. The "Staff" title implies an individual contributor role with a focus on technical execution and problem-solving.

📈 Primary Responsibilities

• Perform comprehensive configuration and customization of the ServiceNow platform, including the design and implementation of complex workflows and business logic.
• Develop and build service request fulfillment workflows, request items, and task structures leveraging ServiceNow's workflow engine, UI Actions, Client Scripts, and Business Rules.
• Utilize advanced scripting capabilities within ServiceNow to automate routine operational tasks and streamline processes, enhancing overall efficiency.
• Execute and manage integrations with internal and external applications, systems, and third-party tools using Orchestration, Web Services, SOAP calls, and REST APIs.
• Translate business and functional requirements from stakeholders into detailed technical specifications, ensuring clear documentation for development and implementation.
• Manage data loading, manipulation, and maintenance activities between ServiceNow and other enterprise systems to ensure data integrity and consistency.
• Collaborate closely with business stakeholders to design, develop, and deploy custom dashboards, home pages, Performance Analytics data collectors, and comprehensive reports.
• Analyze user stories and internal procedures to identify opportunities for system enhancement, process automation, and resolution of scheduling limitations across ServiceNow releases.
• Conduct thorough system and integration testing, utilizing sample and live data to validate functionality, performance, and data accuracy before deployment.

📝 Enhancement Note: The responsibilities emphasize a hands-on technical execution role, focusing on the development lifecycle within ServiceNow. The mention of "gathering specifications from business departments" and "delivering products/releases" indicates a need for strong analytical and project execution skills, typical of a developer or engineer within an operations context.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in a related technology or engineering field (e.g., Computer Science, Information Technology, Software Engineering) or equivalent practical work experience.

Experience:

• Approximately 2 to 3 years of progressive experience in a technical development role, demonstrating a clear track record of increasing responsibility and project complexity.
• Proven experience in performing configuration and customization of the ServiceNow platform.
• Demonstrated experience in integrating ServiceNow with third-party applications and external systems.
• Hands-on experience with ServiceNow Playbook implementation.
• Experience in building custom user interfaces using ServiceNow's UI Builder.
• Implementation experience with ServiceNow Customer Service Management (CSM) and/or Financial Services Operations (FSO) modules.
• Knowledge or implementation experience with ServiceNow Third-Party Risk Management (TPRM) and/or Identity Risk Management (IRM) modules.
• Familiarity with Dispute Management systems and workflows.

Required Skills:

• ServiceNow Platform Expertise: Deep understanding of ServiceNow core functionalities, modules, and administration.
• ServiceNow Development: Proficiency in JavaScript, ServiceNow scripting (Business Rules, Script Includes, Client Scripts, UI Actions), and REST/SOAP integrations.
• Workflow Automation: Ability to design, build, and automate complex workflows and processes within ServiceNow.
• UI Development: Experience with ServiceNow UI Builder for creating custom user interfaces and portals.
• Module Specialization: Practical experience with ServiceNow CSM, FSO, TPRM, or IRM modules.
• Problem-Solving: Strong analytical and problem-solving skills to troubleshoot issues and optimize system performance.

Preferred Skills:

• ServiceNow Certified Implementation Specialist (CIS) certifications in CSM, FSO, or other relevant modules.
• Experience with ServiceNow Performance Analytics for data analysis and reporting.
• Familiarity with Agile/Scrum methodologies and tools like Jira or TFS for managing development tasks.
• Knowledge of the latest features and updates in ServiceNow's current versions.
• Experience with Dispute Management systems.

📝 Enhancement Note: The requirement for ServiceNow CSA certification as a "must" indicates a foundational level of platform knowledge expected. The preference for CIS certifications suggests a pathway for specialization and a desire for candidates with deeper module-specific expertise. The experience level of "2 to 3 years" with a progression of responsibilities points towards a mid-level individual contributor (Staff Engineer/Developer) rather than an entry-level position.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate successful ServiceNow implementation projects, showcasing complexity and impact on business operations.
• Provide examples of custom workflow development and automation, highlighting process improvements and efficiency gains achieved.
• Include case studies or project summaries that detail integrations with other systems and their successful execution.
• Showcase experience with UI Builder, including examples of custom portal development or tailored user interfaces.
• Highlight projects involving specific ServiceNow modules like CSM, FSO, TPRM, or IRM, detailing the business problem solved and the solution implemented.

Process Documentation:

• Documented examples of technical specifications derived from business requirements.
• Evidence of system testing methodologies and results, including bug tracking and resolution.
• Examples of process automation scripts or workflow designs that have been implemented.
• Demonstrations of how data was managed and integrated between ServiceNow and other systems.

📝 Enhancement Note: For a "Staff" level role in a consulting-adjacent environment like EY, a portfolio demonstrating practical application of ServiceNow development and integration skills is crucial. Candidates should be prepared to showcase specific projects, articulate their role within those projects, and quantify the impact of their work, particularly in terms of process optimization and efficiency.

💵 Compensation & Benefits

Salary Range:

• Given the location in India (Bengaluru, Trivandrum, Kolkata, Hyderabad, Chennai, Pune, Kochi, Noida) and the experience level (2-5 years), a competitive salary range for a ServiceNow Developer/Staff role would typically fall between ₹6,00,000 to ₹12,00,000 per annum. This can vary based on specific skills, certifications, and the candidate's negotiation.

Benefits:

• Health and Wellness: Comprehensive health insurance coverage (medical, dental, vision), wellness programs, and potentially employee assistance programs.
• Professional Development: Support for certifications, training courses, and continuous learning opportunities related to ServiceNow and emerging technologies.
• Retirement Savings: Provident Fund (PF) contributions and other retirement savings plans as per Indian regulations.
• Paid Time Off: Generous paid leave, including vacation days, sick leave, and public holidays.
• Performance Bonuses: Potential for performance-based bonuses tied to individual and company performance.
• Career Growth: Access to internal mobility programs, global opportunities within EY, and structured career progression paths.

Working Hours:

• Standard full-time working hours are expected to be around 40 hours per week, typically Monday to Friday. However, flexibility may be required to meet project deadlines or client needs, which could involve occasional work outside standard hours.

📝 Enhancement Note: The salary range estimate is based on industry benchmarks for IT professionals with 2-5 years of experience in specialized technology platforms like ServiceNow within the Indian IT market. Benefits are typical for large professional services firms like EY in India.

🎯 Team & Company Context

🏢 Company Culture

Industry: Professional Services / Information Technology Consulting Company Size: EY is a global leader in professional services, employing over 300,000 people worldwide. The Global Delivery Services (GDS) arm, which this role is part of, is a significant contributor with a large workforce across multiple locations, including India. Founded: 1989 (Ernst & Young)

Team Structure:

• This role is part of the EY Global Delivery Services (GDS) ServiceNow practice, which is a specialized unit focused on delivering ServiceNow solutions to clients globally.
• The team likely consists of ServiceNow developers, consultants, architects, and project managers, with varying levels of expertise across different ServiceNow modules and functionalities.
• Collaboration is expected to be cross-functional, involving close interaction with client IT teams, business stakeholders, and other EY service lines (e.g., Consulting, Technology).

Methodology:

• EY's GDS teams typically operate using a combination of agile and waterfall methodologies, depending on the client and project requirements.
• Emphasis is placed on data-driven decision-making, process optimization, and delivering measurable value to clients through technology solutions.
• Automation and efficiency are key drivers in their service delivery model.

Company Website: https://www.ey.com/

📝 Enhancement Note: EY's GDS operates as a hub for specialized IT talent, providing services to EY member firms and clients worldwide. The culture fosters continuous learning and professional development within a structured environment, with a strong focus on client delivery and innovation.

📈 Career & Growth Analysis

Operations Career Level: Staff / Junior Developer / ServiceNow Developer This is an individual contributor role positioned at the "Staff" level, typically indicating 2-5 years of relevant experience. It’s a foundational technical role within the ServiceNow practice, focused on hands-on development, configuration, and implementation. The role offers a clear path for career progression within the ServiceNow ecosystem.

Reporting Structure: The Staff member will likely report to a ServiceNow Team Lead or Manager within the GDS ServiceNow practice. They may also work under the guidance of more senior ServiceNow architects or consultants on specific client projects. Collaboration with project managers and business analysts is also expected.

Operations Impact: The role directly impacts the efficiency and effectiveness of client operations by implementing and optimizing the ServiceNow platform. Successful configurations and integrations lead to streamlined service delivery, improved automation, enhanced user experiences, and better data management, all of which contribute to client operational excellence and business objectives.

Growth Opportunities:

• Skill Specialization: Opportunity to gain deep expertise in specific ServiceNow modules (CSM, FSO, TPRM, IRM, ITOM, HRSD, etc.) and pursue advanced ServiceNow certifications (CIS, Master Architect).
• Technical Advancement: Progression to Senior ServiceNow Developer, ServiceNow Architect, or Technical Lead roles, involving more complex solution design and technical leadership.
• Project Management: Development of project management skills and potential transition into Project Manager or Delivery Lead roles for ServiceNow initiatives.
• Client Engagement: Opportunities to interact directly with clients, understand their business challenges, and contribute to solution strategy.
• Global Mobility: Access to international projects and opportunities within EY's global network.

📝 Enhancement Note: The "Staff" designation at EY suggests a role focused on execution and building technical proficiency. Growth paths are well-defined, leading towards more senior technical, architectural, or leadership positions within the ServiceNow practice or broader technology consulting domains.

🌐 Work Environment

Office Type: Professional office environment. Given the multiple locations in India, candidates will work from EY's established offices in Bengaluru, Trivandrum, Kolkata, Hyderabad, Chennai, Pune, Kochi, or Noida. Office Location(s): The job posting lists multiple locations across India, indicating a distributed team or opportunities at various EY delivery centers. Candidates will be based in one of these specified cities.

Workspace Context:

• The workspace will be collaborative, with opportunities to work alongside peers, seniors, and project managers.
• Access to standard office technology, IT infrastructure, and the necessary tools for ServiceNow development and collaboration will be provided.
• The environment encourages knowledge sharing and continuous learning, typical of a professional services firm.

Work Schedule:

• Primarily Monday to Friday, adhering to standard business hours (approximately 40 hours per week).
• Flexibility may be required to accommodate project timelines, client needs, and global team collaboration, potentially involving occasional work outside standard hours or on weekends during critical project phases.

📝 Enhancement Note: While the role is listed as "On-site," EY often adopts hybrid work models. However, the primary expectation for this role is likely to be based at an EY office to facilitate team collaboration, client interactions, and access to resources.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or recruiter call to assess basic qualifications, experience, and cultural fit.
• Technical Interview(s): In-depth interviews with ServiceNow technical leads or senior developers to evaluate platform knowledge, coding skills (JavaScript, ServiceNow scripting), integration experience, and problem-solving abilities. Expect scenario-based questions and discussions about past projects.
• Case Study/Coding Challenge: Candidates may be asked to complete a practical exercise or coding challenge to demonstrate their ServiceNow development and integration skills. This could involve designing a workflow, writing a script, or troubleshooting a scenario.
• Manager/Team Lead Interview: Discussion focused on team fit, career aspirations, understanding of the role, and behavioral questions related to collaboration, communication, and handling challenges.
• Final Round (if applicable): May involve a discussion with a senior member of the ServiceNow practice or a client-facing manager.

Portfolio Review Tips:

• Quantify Achievements: For each project, clearly articulate your specific contributions and quantify the impact. Use metrics such as "reduced process time by X%," "automated Y tasks," or "improved data accuracy by Z%."
• Showcase Technical Depth: Prepare to walk through code samples, workflow diagrams, or integration architecture designs. Be ready to explain your technical decisions and problem-solving approach.
• Highlight Key Modules: Emphasize your experience with UI Builder, Playbooks, CSM, FSO, TPRM, and IRM. Provide context on the business problem each module addressed.
• Integration Expertise: Detail the types of systems you integrated with, the methods used (REST, SOAP), and the data flows managed.
• Concise Presentation: Aim for clear, concise explanations. Prepare a brief overview of each project that highlights the challenge, your solution, and the outcome.

Challenge Preparation:

• ServiceNow Scripting: Brush up on JavaScript fundamentals and ServiceNow-specific scripting best practices (e.g., GlideRecord, GlideSystem, Business Rules, Client Scripts, Script Includes).
• Workflow Design: Practice designing and articulating complex workflows for service request fulfillment and process automation.
• Integration Concepts: Review common integration patterns, API concepts (REST, SOAP), and data transformation techniques.
• Module Scenarios: Prepare for questions related to common use cases and challenges within CSM, FSO, TPRM, and IRM modules.
• Problem-Solving: Be ready to approach hypothetical problems logically, breaking them down into manageable steps and proposing solutions that leverage ServiceNow capabilities.

📝 Enhancement Note: The interview process at a firm like EY is typically structured to assess technical competency, problem-solving skills, and cultural alignment. A strong portfolio that directly addresses the required skills and responsibilities will be a significant advantage.

🛠 Tools & Technology Stack

Primary Tools:

• ServiceNow Platform: Core development, configuration, and administration across various modules.
• JavaScript: Primary scripting language for ServiceNow development.
• ServiceNow Studio/App Engine: For building custom applications and modules.
• UI Builder: For custom portal and UI development.
• Playbooks: For designing and implementing automated workflows.
• ServiceNow CSM/FSO/TPRM/IRM: Experience with these specific modules is a key requirement.

Analytics & Reporting:

• ServiceNow Performance Analytics: For data collection, analysis, and dashboard creation.
• ServiceNow Reporting Engine: For standard report generation.
• Custom Dashboards: Building tailored dashboards for various stakeholders.

CRM & Automation:

• ServiceNow Orchestration/Flow Designer: For workflow automation and task execution.
• Web Services (SOAP, REST): For integrations with external systems.
• IntegrationHub: For streamlined integration development.
• SDLC/TFS/JIRA: Project management and ALM tools for tracking user stories, tasks, and defects.

📝 Enhancement Note: Proficiency in ServiceNow's native development tools, scripting, and integration capabilities is paramount. Familiarity with project management tools like Jira or TFS is also expected for effective workflow management.

👥 Team Culture & Values

Operations Values:

• Client Focus: Dedication to delivering high-quality solutions and exceptional service to clients.
• Collaboration: Strong emphasis on teamwork, knowledge sharing, and cross-functional cooperation.
• Innovation: Encouragement to explore new technologies and approaches to solve complex problems.
• Integrity: Upholding ethical standards and professional conduct in all dealings.
• Continuous Improvement: Commitment to learning, skill development, and enhancing operational processes.
• Excellence: Striving for high performance and quality in all aspects of work.

Collaboration Style:

• The team fosters a collaborative environment where members work together to achieve project goals.
• Open communication, constructive feedback, and mutual support are encouraged.
• Expect to collaborate with onshore and offshore teams, client stakeholders, and other EY service lines to deliver integrated solutions.

📝 Enhancement Note: EY's culture is built around professional excellence, client service, and continuous learning. For operations and technology roles, this translates to a focus on efficiency, problem-solving, and working effectively within diverse, global teams.

⚡ Challenges & Growth Opportunities

Challenges:

• Complex Integrations: Managing intricate integrations between ServiceNow and various legacy or modern enterprise systems can be technically challenging.
• Rapidly Evolving Platform: Keeping pace with the frequent updates and new features released by ServiceNow requires continuous learning and adaptation.
• Stakeholder Management: Balancing the diverse needs and expectations of multiple business stakeholders and translating them into actionable technical requirements.
• Scalability and Performance: Ensuring that custom solutions and configurations are scalable, performant, and maintainable as the platform grows and user adoption increases.

Learning & Development Opportunities:

• ServiceNow Certifications: Access to resources and support for obtaining and maintaining ServiceNow certifications (CSA, CIS, etc.).
• Training Programs: Participation in internal EY training sessions, workshops, and e-learning modules focused on ServiceNow best practices, new technologies, and consulting skills.
• Mentorship: Opportunities to be mentored by experienced ServiceNow professionals and architects within EY.
• Exposure to Diverse Projects: Working on a variety of client projects across different industries provides broad exposure to different business challenges and ServiceNow use cases.

📝 Enhancement Note: The challenges presented are typical for experienced ServiceNow professionals, requiring adaptability and a proactive approach to skill development. EY's structured L&D programs are designed to help employees overcome these challenges and advance their careers.

💡 Interview Preparation

Strategy Questions:

• Operations Strategy: "Describe a time you improved an operational process using ServiceNow. What was the challenge, what did you implement, and what was the quantifiable outcome?" Focus on process efficiency and automation.
• Collaboration: "How do you handle disagreements with stakeholders regarding technical requirements or project direction? Provide an example." Be ready to discuss communication and negotiation strategies.
• Problem-Solving: "Imagine a critical ServiceNow integration is failing. Walk me through your troubleshooting steps." Demonstrate a logical, systematic approach to issue resolution.

Company & Culture Questions:

• EY Values: "How do EY's values align with your own professional approach?" Research EY's core values and be ready to provide examples of how you embody them.
• Team Dynamics: "Describe your ideal team environment and how you contribute to a positive team culture." Share experiences of successful collaboration and knowledge sharing.
• Impact Measurement: "How do you measure the success of your ServiceNow implementations?" Discuss your approach to defining and tracking key performance indicators (KPIs) and demonstrating ROI.

Portfolio Presentation Strategy:

• Start with the "Why": For each project, clearly articulate the business problem or operational challenge that motivated the ServiceNow solution.
• Detail Your Role: Specifically outline your contributions, the technologies you used (e.g., specific ServiceNow modules, scripting languages), and any challenges you overcame.
• Showcase Impact: Present quantifiable results. Use metrics like time savings, cost reduction, error rate decrease, or user satisfaction improvements.
• Technical Deep Dive: Be prepared to briefly explain key technical aspects, such as workflow logic, integration points, or UI design decisions.
• Conciseness: Keep your presentations focused and within any time limits provided, ensuring you cover the most impactful aspects of your work.

📝 Enhancement Note: Preparation should focus on demonstrating not just technical proficiency but also the ability to understand business needs, collaborate effectively, and deliver measurable value. Candidates should be ready to articulate their career progression and learning journey.

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📌 Application Steps

To apply for this operations position:

• Submit your application through the EY careers portal link provided.
• Portfolio Customization: Tailor your resume and any supplementary materials to highlight your specific experience with ServiceNow configuration, integration, UI Builder, Playbooks, and modules like CSM/FSO. Quantify your achievements where possible.
• Resume Optimization: Ensure your resume clearly lists your ServiceNow certifications (CSA is a must) and years of experience in development roles. Use keywords from the job description naturally.
• Interview Preparation: Practice answering technical questions related to ServiceNow scripting, workflow design, and integrations. Prepare to discuss your portfolio projects in detail, focusing on problem-solving and impact.
• Company Research: Familiarize yourself with EY's GDS ServiceNow practice and its service offerings. Understand EY's core values and how they relate to client delivery and team collaboration.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.