SRE | ITSM Platform _ Infosys

Job Description – SRE | ITSM Platform

Position: SRE – ITSM Platform

Location: Offshore
Engagement Type: Contract
Rate: INR 7,500 per day

Role Overview

We are looking for an experiencedSRE / ITSM Platform Engineer with strong expertise inServiceNow platform administration, development, ITIL v4 processes, automation, and platform optimization. The ideal candidate will be responsible for supporting and enhancing the ITSM platform, delivering scalable solutions, maintaining platform health, and partnering with business and technical stakeholders in an Agile environment.

Key Responsibilities

• Lead and supportplatform upgrades, greenfield implementations, enhancements, and optimization initiatives, ensuring performance, scalability, reliability, and long-term maintainability.
• Develop and maintain complex platform solutions usingBusiness Rules, Script Includes, Client Scripts, UI Policies, GlideAjax, Flow Designer, and related ServiceNow capabilities.
• Apply strong knowledge ofITIL v4 principles to design and optimize IT service management processes and workflows.
• Configure and manageSLA policies, escalation rules, service workflows, and process automation to improve service delivery and compliance.
• Administerusers, groups, roles, ACLs, forms, tables, and platform configurations, ensuring appropriate access controls and governance.
• Manage data migration and integration activities usingImport Sets, Transform Maps, Update Sets, and related platform tools.
• Translate business and functional requirements into robust, scalabletechnical solutions in collaboration with stakeholders.
• Develop and maintaindashboards, reports, KPIs, and operational metrics to monitor SLA compliance, service performance, trends, and overall platform effectiveness.
• Participate inAgile ceremonies, technical discussions, solution design, testing, deployment, and post-production support.
• Ensure platform changes follow appropriatedevelopment, testing, release, and governance processes.
• Provideknowledge transfer, documentation, user enablement, and technical guidance to internal teams and platform users.
• Troubleshoot platform issues, identify root causes, and implement sustainable fixes to improve platform reliability and user experience.
• Providepost-deployment support and continuously identify opportunities for automation, process improvement, and platform optimization.

Required Skills & Experience

• Strong hands-on experience with theServiceNow / ITSM platform.
• Extensive scripting experience with:
  • Business Rules
  • Script Includes
  • Client Scripts
  • UI Policies
  • GlideAjax
  • Flow Designer
• Strong understanding and practical application ofITIL v4 principles.
• Experience configuringSLAs, escalations, workflows, and ITSM processes.
• Experience withServiceNow administration, including users, roles, ACLs, forms, tables, and platform configuration.
• Strong knowledge ofImport Sets, Transform Maps, Update Sets, and data governance practices.
• Experience creatingreports, dashboards, KPIs, and SLA/service performance metrics.
• Strong analytical and troubleshooting skills.
• Excellent stakeholder communication and requirements-gathering capabilities.
• Experience working inAgile and cross-functional teams.
• Strong documentation, knowledge-transfer, and user-enablement skills.

Preferred Profile

The ideal candidate should be a hands-on platform professional who can work independently in an offshore environment, take ownership of platform reliability and enhancements, and effectively bridge the gap betweenbusiness requirements, ITSM processes, and technical implementation.