
Job Description
We are looking for a deeply experienced ServiceNow professional who understands the internal data model and platform mechanics of ServiceNow.
This role goes beyond configuration and administration—you will work on CMDB design, data integrity, synchronization, integrations, and platform optimization across ITSM and related modules.
The ideal candidate has strong experience with CMDB tables, incident lifecycle, knowledge management, discovery, and data synchronization and can reason about ServiceNow as a platform, not just a tool. ⸻
Key Responsibilities
- Platform & CMDB Expertise
- Design, implement, and maintain CMDB architecture, including:
- Core CMDB tables (cmdb_ci, cmdb_rel_ci, subclasses)
- CI class modeling, inheritance, and relationships
- CI lifecycle management and data normalization
- Ensure CMDB data quality, consistency, and governance
- Troubleshoot and optimize CMDB performance and scalability CMDB Synchronization & Integrations
Build and manage CMDB data synchronization using:
- Discovery
- Service Mapping
- IntegrationHub
- Import Sets & Transform Maps
- Integrate ServiceNow with external systems (monitoring, asset tools, cloud providers)
- Handle reconciliation, deduplication, and source-of-truth conflicts
ITSM & Workflow Internals
- Deep understanding of Incident, Problem, Change, and Request tables and workflows
- Customize and optimize:
- Incident lifecycle
- SLA definitions and calculations
- Assignment rules and automation
- Debug complex workflow, Flow Designer, and business rule interactions
Knowledge Management
- Design and manage Knowledge Base (KB) structures and workflows
- Implement best practices for: • Article lifecycle • Access control • Versioning and approvals • Improve knowledge discoverability and reuse
Development & Customization
- Develop using server-side and client-side scripting:
- Business Rules
- Script Includes - UI Policies, Client Scripts
- Optimize scripts for performance and maintainability
- Follow best practices for scoped applications and upgrade safety
Governance & Best Practices
- Enforce ServiceNow data model and customization best practices
- Support platform upgrades and impact analysis
- Provide technical guidance and mentorship to junior ServiceNow engineers
- Work closely with product, SRE, and operations teams to align ServiceNow with operational workflows
⸻
Required Skills & Experience
Must-Have
- 7+ years of hands-on ServiceNow experience
- Strong understanding of ServiceNow internal tables and data model
- Deep expertise in CMDB architecture and synchronization
- Strong experience with ITSM modules (Incident, Problem, Change, Knowledge)
- Advanced scripting skills (JavaScript in ServiceNow context)
- Experience debugging complex platform behaviors and performance issues
- Experience with integrations and data ingestion pipelines
Good to Have
- Experience with Discovery and Service Mapping
- Exposure to ITOM, Event Management, or Observability integrations
- Experience with large-scale or multi-instance ServiceNow deployments
- ServiceNow certifications (CSA, CIS-ITSM, CIS-CMDB, Architect)
- Understanding of operational workflows (SRE, IT Ops, Incident Response)

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value creation.
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What/Why/How is Floworks?
Floworks (https://floworks.ai">https://floworks.ai) builds powerful business process tools that simplify business operations for the largest of e-commerce and logistics companies in India.
Floworks was founded by distinguished alums from IIT and BIT, with exemplary backgrounds in business and technology.
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https://en.m.wikipedia.org/wiki/Entrepreneur_First">https://en.m.wikipedia.org/wiki/Entrepreneur_First
Floworks in the press:
What will be your key responsibilities?
Although it’s an engineering role, you will have significant involvement in product, hiring and business as well. You may expect following key responsibilities:
Engineering: You’ll need to write code – a lot of code. At the end of the day, your most important responsibility is to get your company’s product to market and maximize the number of product experiments that can be run. You’ll make key architectural decisions that will be pillars of the engineering organization for years to come. At the same time, you’ll have to make serious trade-offs to balance speed of execution with quality.
Product: As a founding engineer, you’ll also have a significant amount of ownership over the product direction. You should expect to spend time talking to customers, teasing out use cases, and making prioritization decisions regarding both the short- and long-term roadmap. In many cases, you will be building features in the absence of any formal product requirement document.
Support: You should also expect to spend a fair amount of time in the trenches supporting customers. You’ll probably find yourself engaging with customers in shared Slack channels, WhatsApp groups etc.
Hiring: As a founding engineer, you will spend a ton of time sourcing, interviewing, and closing early team members.
Business: Finally, you’ll gain exposure to all other aspects of the business – from fundraising, to sales, and beyond. Although you probably won’t be closing deals or making pitch decks, you will certainly be expected to sell your product and pitch the company’s vision.
How do you know you are right fit for the role?
- You have at least 2-4 years of experience. You are proficient with most of the following languages/frameworks:
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- Databases (both SQL and NoSQL)
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- You’re okay with ambiguity. You won’t get product requirement documents or designs for everything you’re expected to build. A stellar founding engineer will know when to ask for clarity and when to make educated assumptions. If you tend to gravitate towards more loosely scoped projects, that’s a good indicator that you’ll do well in this type of role.
- You’re multidisciplinary. A typical day might include anything from several hours of coding, to a few customer conversations, to a technical brainstorm or architecture discussion, to an interview or two.
- You operate at light speed. A great founding engineer should welcome this challenge and thrive under the pressure of intense deadlines.
What will be the hiring process?
- 2 round of technical interviews
- 2 round of behavioural interview
What will be your compensation?
- Fixed: INR 20L-30L
- Bonus: 10-30% of Fixed depending upon performance.
- Equity: 0.1%-0.2%










