ServiceNow-Integration-UI Builder-Playbook-CIS-CSM-dispute management-FSOexperience-Staff

📍 Job Overview

Job Title: ServiceNow Integration Developer - UI Builder, Playbook, CSM, FSO, Dispute Management (Staff)

Company: EY

Location: Multiple Locations in India (Bengaluru, Chennai, Hyderabad, Kochi, Kolkata, Noida, Trivandrum)

Job Type: Full-Time

Category: Technology Operations / IT Service Management

Date Posted: August 17, 2025

Experience Level: 2-5 Years

Remote Status: On-site

🚀 Role Summary

• Develop and implement solutions on the ServiceNow platform, focusing on integrations, custom UI development, and workflow automation.

• Configure and customize ServiceNow modules, including CSM, FSO, TPRM, and IRM, to meet specific client business requirements.

• Design and build service request fulfillment workflows, automate routine tasks, and integrate ServiceNow with third-party systems.

• Collaborate with business stakeholders to gather requirements, document specifications, and deliver technical solutions that enhance operational efficiency.

• Utilize scripting, reporting, and dashboarding capabilities within ServiceNow to provide insights and support decision-making.

📝 Enhancement Note: This role is positioned within EY's Global Delivery Services (GDS) ServiceNow team, indicating a focus on delivering ServiceNow solutions to a global client base. The "Staff" designation suggests an individual contributor role with a focus on technical execution and development. The required certifications and experience level point towards a mid-level developer role.

📈 Primary Responsibilities

• Configure and customize the ServiceNow platform, including the development of new workflows and modules.

• Build service request fulfillment workflows, request items, and tasks using ServiceNow's core functionalities (workflows, UI actions, client scripts, business rules).

• Automate routine tasks and processes through scripting and leveraging ServiceNow's automation capabilities.

• Execute integrations with internal and external applications and systems using Orchestration, Web Services, SOAP calls, and other relevant technologies.

• Develop custom user interfaces and experiences using ServiceNow UI Builder.

• Implement and support ServiceNow modules such as Customer Service Management (CSM), Financial Services Operations (FSO), Third-Party Risk Management (TPRM), and IT Risk Management (IRM).

• Gather business and functional requirements from stakeholders, translating them into technical specifications and solution designs.

• Load, manipulate, and maintain data between ServiceNow and other systems, ensuring data integrity and consistency.

• Collaborate with business liaisons to create and maintain dashboards, home pages, performance analytics data collectors, and reports.

• Analyze user stories and internal procedures to identify opportunities for system enhancement, process automation, and workflow optimization.

• Conduct system and integration testing, including data validation and performance checks.

• Troubleshoot and resolve issues related to ServiceNow configurations, customizations, and integrations.

📝 Enhancement Note: The responsibilities highlight a blend of core ServiceNow development (workflows, scripting, customization) and specialized module implementation (CSM, FSO, TPRM, IRM). The inclusion of UI Builder and integrations signifies a need for modern front-end development skills within the ServiceNow ecosystem, alongside robust backend integration capabilities.

🎓 Skills & Qualifications

Education:

Experience:

• Approximately 2 to 3 years of progressive experience in a ServiceNow development or implementation role.

• Demonstrated progression of increasingly complex job responsibilities, showcasing growth in technical skills and project ownership.

• Experience in integrating ServiceNow with third-party tools and external systems.

• Proven experience in implementing ServiceNow modules such as CSM, FSO, TPRM, or IRM.

• Hands-on experience with ServiceNow UI Builder for creating custom user interfaces.

Required Skills:

• ServiceNow Platform Expertise: Deep understanding of ServiceNow architecture, core functionalities, and administration.

• ServiceNow CSA Certification: Certified System Administrator (CSA) is mandatory.

• Workflow Development: Proficiency in creating and managing workflows, flow designer, and business rules.

• Scripting: Strong skills in JavaScript for ServiceNow scripting (e.g., Business Rules, Client Scripts, Script Includes).

• Integrations: Experience with REST, SOAP, and other web service technologies for system integrations.

• UI Builder: Experience in developing custom user interfaces using ServiceNow UI Builder.

• Module Implementation: Practical experience implementing at least one of the following: CSM, FSO, TPRM, or IRM.

• Problem-Solving: Ability to analyze complex requirements and develop effective technical solutions.

• Data Management: Experience in data loading, manipulation, and synchronization within ServiceNow.

Preferred Skills:

• ServiceNow CIS Certifications: Certified Implementation Specialist (CIS) certifications in CSM, FSO, TPRM, or IRM are highly desirable.

• Playbook Implementation: Experience in designing and implementing ServiceNow Playbooks for streamlined processes.

• Dispute Management Systems: Knowledge or experience working with dispute management systems.

• Reporting & Analytics: Experience with ServiceNow Performance Analytics, dashboards, and reporting tools.

• SDLC Tools: Familiarity with SDLC tools like Jira or TFS for managing user stories and development cycles.

• Agile Methodologies: Experience working in Agile development environments.

📝 Enhancement Note: The mandatory CSA certification underscores the need for foundational ServiceNow knowledge. Preferred CIS certifications in specific modules (CSM, FSO, TPRM, IRM) would significantly strengthen an applicant's profile, indicating specialized expertise relevant to EY's client needs in these areas. Experience with UI Builder is a key differentiator for modern ServiceNow development.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• ServiceNow Implementation Case Studies: Showcase end-to-end ServiceNow implementations, highlighting specific modules configured and customized.

• Workflow Automation Examples: Demonstrate the design and successful implementation of automated workflows, detailing the processes automated and the improvements achieved (e.g., reduced resolution time, increased efficiency).

• Integration Projects: Provide examples of integrations built between ServiceNow and other systems, specifying the technologies used (e.g., REST APIs, SOAP) and the data flow managed.

• UI Builder Customizations: Present custom user interfaces or portals built using ServiceNow UI Builder, illustrating user experience improvements and functionality delivered.

• Problem-Solving Scenarios: Include examples of complex technical challenges encountered and the innovative solutions developed within ServiceNow.

• Metrics and Impact: Quantify the impact of your work with relevant metrics such as efficiency gains, cost savings, or user adoption rates.

Process Documentation:

• Workflow Design Documentation: Samples of documented workflows, including process flows, logic, and stakeholder requirements.

• Technical Specification Documents: Examples of detailed technical specifications for ServiceNow configurations, customizations, and integrations.

• Testing Documentation: Evidence of system and integration testing procedures and results.

• User Story Development: Examples of how user stories were interpreted and translated into actionable development tasks.

📝 Enhancement Note: A strong portfolio demonstrating practical application of ServiceNow development, customization, and integration skills is crucial. Candidates should be prepared to articulate their role in each project, the technical challenges overcome, and the quantifiable business impact achieved. Specific examples related to CSM, FSO, UI Builder, and integrations will be highly valued.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Comprehensive Health Insurance: Medical, dental, and vision coverage for employees and dependents.

• Retirement Savings Plan: Contribution to provident fund or similar retirement schemes.

• Professional Development: Reimbursement for training, certifications (including ServiceNow), and conferences.

• Leave Benefits: Paid time off, sick leave, and other statutory leaves.

• Performance Bonuses: Potential for annual performance-based bonuses.

• Employee Assistance Programs: Support for personal and professional well-being.

• Global Mobility Opportunities: Potential for international assignments or exposure to global projects.

• Learning and Development: Access to EY's extensive learning platforms and resources.

Working Hours:

• Standard full-time employment, typically 40 hours per week. Flexibility may be available depending on project needs and team agreements, but the core expectation is to meet project deadlines and client service level agreements.

📝 Enhancement Note: While specific salary figures are not provided, the range is estimated based on industry benchmarks for IT roles with specialized skills in India. EY, as a large professional services firm, typically offers a robust benefits package that supports employee well-being and career growth.

🎯 Team & Company Context

🏢 Company Culture

Industry: Professional Services / Consulting (Technology & Digital Transformation)

Company Size: Large (Over 300,000 employees globally)

Founded: 1989 (as Ernst & Young)

Company Description: EY is a global leader in assurance, consulting, tax, and strategy services. They are committed to building a better working world by creating new value for clients, people, and society. EY leverages data, AI, and advanced technology to help clients navigate complex business challenges and shape their future with confidence.

Company Specialties: Assurance, Consulting, Tax, Strategy and Transactions, Digital Transformation, Cloud Services, Cybersecurity, Risk Management, Financial Services, Technology Consulting.

Team Structure:

• ServiceNow GDS Team: This role is part of EY's Global Delivery Services (GDS) ServiceNow team, which is a specialized group focused on delivering ServiceNow solutions to clients worldwide.

• Reporting Structure: The Staff Developer will typically report to a ServiceNow Team Lead or Manager, who oversees project delivery and team performance.

• Cross-functional Collaboration: Close collaboration with other ServiceNow developers, architects, functional consultants, project managers, business analysts, and client stakeholders is expected.

Methodology:

• Agile and Waterfall: EY likely employs a mix of project management methodologies, with Agile being prevalent for iterative development and Waterfall for structured project delivery.

• Client-Centric Approach: Solutions are designed and delivered with a strong focus on client needs, business objectives, and delivering tangible value.

• Best Practices and Standards: Adherence to EY's internal standards, ServiceNow best practices, and industry-leading methodologies for development, testing, and deployment.

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

📝 Enhancement Note: EY's GDS ServiceNow team operates within a global framework, emphasizing high-quality service delivery and leveraging a vast network of expertise. The culture likely promotes continuous learning, collaboration, and a commitment to client success within the technology consulting space.

📈 Career & Growth Analysis

Operations Career Level: Staff Developer / Junior Consultant

Reporting Structure: Reports to a ServiceNow Manager or Team Lead, with potential mentorship from senior developers or architects.

Operations Impact: This role directly impacts client operational efficiency and digital transformation by implementing and customizing the ServiceNow platform. The work contributes to streamlining business processes, automating workflows, and improving service delivery for EY's clients.

Growth Opportunities:

• Technical Specialization: Deepen expertise in specific ServiceNow modules (CSM, FSO, TPRM, IRM) or technologies (UI Builder, Integrations, Performance Analytics).

• Certification Path: Pursue advanced ServiceNow certifications (CIS, CAD) and potentially other relevant technology certifications.

• Project Leadership: Progress to a Senior Developer or Technical Lead role, taking ownership of project components and guiding junior team members.

• Client Engagement: Develop client-facing skills and potentially move into a consultant or architect role, directly advising clients on ServiceNow strategy and implementation.

• Domain Expertise: Gain deeper understanding of specific industries (e.g., Financial Services) through client engagements.

📝 Enhancement Note: EY's GDS structure offers a clear path for technical growth within the ServiceNow ecosystem. The "Staff" level is an entry point for developing specialized skills, with opportunities to advance into more senior technical or client-facing roles based on performance and skill development.

🌐 Work Environment

Office Type: Primarily an office-based role, requiring presence at one of EY's designated delivery centers in India.

Office Location(s): Bengaluru, Chennai, Hyderabad, Kochi, Kolkata, Noida, Trivandrum. These are typically modern, well-equipped office spaces designed for collaborative work and technology-focused operations.

Workspace Context:

• Collaborative Spaces: Offices will feature meeting rooms, project spaces, and common areas designed to foster teamwork and knowledge sharing among developers and project teams.

• Technology Infrastructure: Access to robust IT infrastructure, development tools, and secure network environments necessary for ServiceNow development and client projects.

• Team Interaction: Opportunities to collaborate daily with peers, team leads, and project managers, both on-site and potentially remotely through digital collaboration tools.

Work Schedule:

• Standard business hours (e.g., 9 AM to 6 PM IST) are expected, aligning with project requirements and client needs. Some flexibility may be offered, but adherence to project timelines and client service level agreements is paramount.

📝 Enhancement Note: The role is designated as "On-site," meaning candidates should be prepared to work from one of EY's India office locations. This environment facilitates direct collaboration and mentorship within the GDS ServiceNow team.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or recruiter conducts an initial assessment of qualifications and experience.

• Technical Assessment: Candidates will likely undergo technical interviews or coding tests to evaluate their ServiceNow knowledge, scripting abilities, and problem-solving skills. This may include scenario-based questions related to workflow development, integrations, or UI Builder.

• Behavioral/Situational Interviews: Assessment of soft skills, teamwork, communication, and cultural fit with EY's values. Questions will focus on how candidates handle challenges, manage priorities, and collaborate with others.

• Case Study/Presentation (Potential): Candidates might be asked to present a case study from their portfolio or work through a simulated ServiceNow problem.

• Final Round: Discussion with a hiring manager or senior team member to finalize the offer.

Portfolio Review Tips:

• Highlight Key Projects: Select 2-3 significant ServiceNow projects that best demonstrate your skills in integrations, UI Builder, workflow automation, and specific modules (CSM, FSO, etc.).

• Quantify Impact: For each project, clearly state the business problem, your role, the solution implemented, the technologies used, and the measurable outcomes (e.g., "Reduced ticket resolution time by 20%," "Automated 5 manual processes").

• Showcase Technical Depth: Be prepared to discuss the technical architecture, scripting logic, integration patterns, and challenges encountered in your portfolio projects.

• Demonstrate Process Understanding: Explain your approach to requirements gathering, solution design, development, testing, and deployment within the ServiceNow lifecycle.

• Tailor to EY: If possible, align your portfolio examples with the types of solutions EY typically delivers to its clients in the mentioned domains.

Challenge Preparation:

• ServiceNow Fundamentals: Brush up on core ServiceNow concepts, including tables, forms, workflows, business rules, client scripts, UI policies, and security.

• JavaScript: Review JavaScript fundamentals and common ServiceNow scripting patterns.

• Integration Concepts: Understand REST/SOAP APIs, JSON, XML, and common integration scenarios.

• UI Builder: Familiarize yourself with the UI Builder interface, components, and data binding.

• Module Knowledge: Review the key features and functionalities of CSM, FSO, TPRM, and IRM modules if you have experience.

• Problem-Solving Scenarios: Practice thinking through common ServiceNow implementation challenges and articulating your troubleshooting approach.

📝 Enhancement Note: The interview process will likely be rigorous, focusing on both technical proficiency and the ability to apply knowledge to real-world client problems. A well-prepared portfolio that showcases quantifiable achievements and technical depth is essential for success.

🛠 Tools & Technology Stack

Primary Tools:

• ServiceNow Platform: The core platform for development, configuration, and administration.

• ServiceNow Studio: Integrated Development Environment (IDE) for creating scoped applications and managing ServiceNow development.

• ServiceNow UI Builder: For building custom user interfaces and portals.

• JavaScript: Essential for scripting within ServiceNow.

• REST APIs & SOAP: For building integrations between ServiceNow and other systems.

Analytics & Reporting:

• ServiceNow Performance Analytics: For advanced analytics, dashboard creation, and KPI tracking.

• ServiceNow Reporting Tools: For generating standard reports and visualizations.

CRM & Automation:

• ServiceNow CSM Module: Customer Service Management for managing customer service processes.

• ServiceNow FSO Module: Financial Services Operations for industry-specific workflows.

• ServiceNow TPRM/IRM Modules: For Third-Party Risk Management and IT Risk Management.

• ServiceNow Flow Designer/Workflow Editor: For automating business processes and orchestrating tasks.

📝 Enhancement Note: Proficiency with the ServiceNow platform itself, including its development tools (Studio, UI Builder) and scripting capabilities, is paramount. Experience with specific ServiceNow modules and integration technologies is also critical.

👥 Team Culture & Values

Operations Values:

• Integrity First: Upholding the highest ethical standards in all client interactions and project execution.

• Collaboration & Teamwork: Fostering a supportive environment where team members work together to achieve common goals and share knowledge.

• Client Focus: Dedication to understanding and exceeding client expectations by delivering high-quality, impactful solutions.

• Innovation & Continuous Improvement: Encouraging new ideas, embracing technological advancements, and constantly seeking ways to optimize processes and solutions.

• Excellence: Striving for high performance and quality in all aspects of work, from development to client service.

Collaboration Style:

• Cross-functional Integration: Seamlessly working with various teams within EY and with client counterparts to ensure holistic solution delivery.

• Knowledge Sharing: Actively participating in team meetings, internal forums, and knowledge-sharing sessions to disseminate best practices and learnings.

• Open Communication: Encouraging direct and transparent communication to address challenges, provide feedback, and ensure alignment across project stakeholders.

📝 Enhancement Note: EY's culture emphasizes client-centricity, professional integrity, and a commitment to continuous learning. Team members are expected to be collaborative, proactive, and dedicated to delivering excellence in their work.

⚡ Challenges & Growth Opportunities

Challenges:

• Complex Client Requirements: Adapting to diverse and often complex client needs across various industries.

• Integration Complexity: Managing intricate integrations with legacy systems or third-party platforms.

• Rapid Technological Evolution: Keeping pace with the continuous updates and new features released by ServiceNow.

• Stakeholder Management: Effectively communicating technical concepts and managing expectations with non-technical stakeholders.

• Balancing Multiple Projects: Efficiently managing workload and priorities when working on concurrent client engagements.

Learning & Development Opportunities:

• ServiceNow Certifications: Encouragement and support to obtain and maintain advanced ServiceNow certifications.

• Industry Training: Access to training programs and resources to deepen knowledge in financial services, risk management, and other relevant domains.

• Mentorship Programs: Opportunities to learn from experienced ServiceNow architects and consultants.

• Global Project Exposure: Working on international projects provides exposure to different business challenges and ServiceNow implementations.

• Internal Knowledge Hubs: Access to EY's extensive knowledge management systems and best practice repositories.

📝 Enhancement Note: This role offers significant opportunities for professional development within the ServiceNow ecosystem and the broader technology consulting field. The challenges are typical of a dynamic consulting environment, with ample support for skill enhancement and career progression.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex ServiceNow integration you designed and implemented. What challenges did you face, and how did you overcome them?" (Focus on technical details, problem-solving approach, and outcome).

• "Walk me through a ServiceNow workflow you built from scratch. What were the business requirements, and how did your workflow address them efficiently?" (Highlight process mapping, logic, and efficiency gains).

• "How would you approach building a custom user experience using ServiceNow UI Builder for a specific client scenario?" (Discuss UI Builder components, data binding, and user-centric design).

• "Tell me about a time you had to work with a difficult stakeholder to gather requirements for a ServiceNow project. How did you manage the situation?" (Focus on communication, negotiation, and stakeholder management skills).

Company & Culture Questions:

• "Why EY, and why this role in the GDS ServiceNow team?" (Research EY's values, GDS capabilities, and align your motivations).

• "How do you contribute to a team environment, and what is your preferred collaboration style?" (Provide examples of teamwork and communication).

Portfolio Presentation Strategy:

• Structured Narrative: For each portfolio item, follow a clear structure: Problem -> Solution -> Your Role -> Technologies Used -> Outcome/Impact.

• Visual Aids: Use screenshots, diagrams, or short demo clips where appropriate to illustrate your work, especially for UI Builder customizations or complex workflows.

• Quantify Results: Emphasize metrics and data to demonstrate the value and impact of your contributions (e.g., efficiency improvements, cost savings, user adoption).

• Technical Deep Dive: Be prepared to answer detailed technical questions about your projects, including architectural decisions, scripting logic, and integration patterns.

• Conciseness: Present your work clearly and concisely, focusing on the most relevant aspects for the role and EY's business.

📝 Enhancement Note: Candidates should prepare to articulate their experience with specific examples, focusing on the "how" and "why" behind their technical decisions and the quantifiable business impact of their work. Demonstrating an understanding of EY's consulting approach and values will be beneficial.

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📌 Application Steps

To apply for this operations position:

• Submit your application through the EY Careers portal using the provided link.

• Portfolio Customization: Select 2-3 of your strongest ServiceNow projects that best showcase your skills in integrations, UI Builder, workflow automation, and relevant modules (CSM, FSO, etc.). Prepare to discuss these in detail, focusing on your contributions and the quantifiable business impact.

• Resume Optimization: Ensure your resume clearly highlights your ServiceNow experience, specific module implementations, certifications (CSA is mandatory), and any experience with UI Builder, Playbooks, or dispute management systems. Use keywords from the job description.

• Interview Preparation: Practice answering common technical and behavioral interview questions, focusing on using the STAR method (Situation, Task, Action, Result) for behavioral questions and providing detailed, scenario-based answers for technical queries. Prepare to present your portfolio projects confidently.

• Company Research: Familiarize yourself with EY's services, values, and its GDS ServiceNow practice. Understand how your skills align with EY's mission to build a better working world.

⚠️ 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.