Business Application Engineer - Service Now ITOM

At Booking.com, data drives our decisions. Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We’re the thrill of the first night in a new place. The excitement of the next morning. The friends you make. The journeys you take. The sights you see. And the food you sample. Through our products, partners and people, we can empower everyone to experience the world.

With over 1.6 million room nights booked every day, accommodation represents the largest share of our business to date. We are responsible for accommodation growth, with clear ownership of all marketing, product and supply related to accommodations. Our mission is to deliver the best customer experience and most varied selection of properties.

ServiceNow Platform at Booking

Do you want to work with the platform that is transforming our business with digital IT, Employee and Customer workflows? We are looking for a talented SaaS Business Application Engineer to join our ServiceNow Platform Team in our Indian CoE.

ServiceNow is the foundation for digital workflows, connecting people, functions, and systems across our organization. The ServiceNow Platform Team builds and implements digital workflow applications and scales across the enterprise with a low-code SaaS platform.

As a Business Application Engineer in the ServiceNow Platform Team, you will be evaluating, designing, configuring, installing, deploying and maintaining ServiceNow ITOM module that is highly impacting for Booking.com employees, this role will focus on not just ServiceNow. Work in a dynamic environment using agile methodology to deliver Enhancements and projects Serve as Business Application Engineer for ITOM (CMDB, Discovery, Event Management, Cloud Management, Hardware Asset Management) implementations. Provide hands-on development to include creation, configuration, and customization of patterns, Discovery Schedules, Event rules, application fields, from design, business rules, client scripts, user roles and groups, access controls, and more on the various system applications Develop integrations to existing IT Operations Management tools using ServiceNow workflows, scripting, and web services/REST APIs as required. You will need to build and maintain strong relationships with application stakeholders throughout the organization, including with infrastructure, networking and security teams. Integrate ServiceNow ITOM modules with a variety of enterprise monitoring tools, automation of alerts, application management tools using off-shelf plugins and API methods.Utilize your operational experience, ServiceNow Sys Admin, and ServiceNow best practices.

Responsibilities

You will primarily manage, maintain the ServiceNow platform, focusing on the ITOM module ensuring the sustainability of the environment and be accountable for the same. You will be responsible for timely delivery of new fixes/features with good quality.

• Capable of analyzing an issue and providing a quick fix followed by a detailed RCA (root cause analysis) in ServiceNow ITSM module
• Excellence in assessing incidents to understand problems and provide solutions. Conducted in-depth investigation on outages and provided timely response to end users
• Troubleshoot and resolve issues related to Integrations, Catalogue Items, Service Mapping, Flow designer,Now Assist and work with the relevant team and ServiceNow support.
• Integrate ServiceNow ITSM with other systems and tools used in the organization.
• Knowledge of Now Assist, Virtual Agent, Predictive Intelligence and service mapping.
• ServiceNow certifications in ITSM and other related modules.
• Knowledge of scripting (JavaScript, PowerShell) for automation within the ServiceNow platform.
• Strong knowledge of Incident, Problem and Change Management process along with Flow designer and Automation, Scripting and Development.
• Strong understanding of Service Catalogue,Request Management, Security and Access Control(ACL).
• Good Knowledge on Reporting, Performance Analytics & Dashboards
• Strong understanding of ServiceNow CMDB and IRE.
• Understanding the difference between Now Assist (generative AI features) and a full Agentic AI use case in ServiceNow.
• Ability to work collaboratively in a matrixed environment with diverse teams.
• Proven problem-solving skills and a proactive mindset.
• Excellent communication skills in English, both written and verbal.
• Assertiveness and the ability to push initiatives forward in challenging scenarios.
• On-call support and Strong incident management skills
• Effective communication skills with the ability to communicate complex issues/ideas for non technical stakeholders
• Strong analytical skills, ability to identify problems, research issues, and provide solutions
  
  
  

• 6+ years of platform engineering experience on ServiceNow ITOM Module
• Strong knowledge of ServiceNow ITOM modules Discovery, Service Mapping and Event Management
• Deep understanding of CMDB design data integrity and dependency mapping
• Familiarity with ITIL and ITOM best practices
• Strong experience with Java and JavaScript based applications and managing infrastructure components such as MID Servers
• You have sufficient experience with design, development, testing, and monitoring of large-scale and data-intensive systems;
• You need to have experience designing, implementing and testing integrations between ServiceNow and different thirty-party systems using REST, WebServices, etc, while applying ServiceNow best practices;
• Experience with Kubernetes, AWS discovery, Kafka, MySQL, ElasticSearch, Graphite, Grafana, CI/CD tooling is a plus
• Need to have valid/up to date ServiceNow Certified System Administrator CSA and ITOM related certifications(ITOM Discovery Implementer)
• Excellent communication and stakeholder management skills