ServiceNow Defect Manager

ServiceNow Defect Manager ( Immediate Joiner Only )

Experience Required: 5+ Years
Certification: ServiceNow Certified
Job Type: Full-Time / Contract
Contract Tenure : 6 Months
Location: Remote / Onsite – Bangalore / Pune / Noida / Hyderabad)
Work Hours: ( 11 AM to 8.30 PM IST)

About the Role:

We are seeking an experienced ServiceNow Defect Manager with strong expertise in ServiceNow platform management, defect lifecycle oversight, and process optimization. The ideal candidate will be responsible for managing and coordinating defect triage, resolution, and reporting across multiple ServiceNow modules and cross-functional teams.

This role requires a certified ServiceNow professional with proven experience in defect governance, testing lifecycle management, and continuous service improvement.

Key Responsibilities:Defect Management & Tracking

• Own and manage the end-to-end defect lifecycle—from identification to closure—across multiple ServiceNow modules (ITSM, ITOM, HRSD, CSM, etc.).
• Conduct defect triage meetings, prioritize issues, and ensure timely resolution.
• Collaborate with development, QA, and release teams to ensure proper root-cause analysis and corrective actions.
• Track and report defect metrics, trends, and KPIs to stakeholders.

Governance & Process Control

• Define and enforce defect management policies, standards, and workflows aligned with organizational best practices.
• Ensure compliance with ITIL and Agile delivery frameworks within the ServiceNow environment.
• Participate in change and release management meetings to validate defect closure readiness.

Quality Assurance & Testing

• Partner with QA teams to ensure adequate test coverage, validation, and regression checks before releases.
• Review test results and verification reports to confirm defect fixes meet acceptance criteria.
• Contribute to UAT planning and post-release monitoring activities.

Reporting & Continuous Improvement

• Generate and maintain weekly/monthly defect dashboards, highlighting key trends, blockers, and risk areas.
• Recommend and implement process improvements to reduce recurring defects and enhance overall system stability.
• Support ServiceNow upgrades and patching cycles by ensuring proper defect management coverage.

Required Skills & Experience:

• 5+ years of experience managing defects in large-scale ServiceNow implementations.
• Strong understanding of ServiceNow architecture, configuration, and workflows.
• Experience working across ITSM, ITOM, HRSD, or CSM modules.
• Proven experience with defect tracking tools (JIRA, ServiceNow ITBM, ALM, etc.).
• Excellent understanding of SDLC, Agile, and DevOps practices.
• Strong analytical, coordination, and communication skills.
• Ability to work effectively with cross-functional teams and global stakeholders.

Preferred Qualifications:

• ServiceNow System Administrator (CSA) or ITSM Implementation Specialist certification (mandatory).
• ITIL Foundation certification preferred.
• Experience in automation testing integration (e.g., Selenium, Jenkins) is a plus.
• Prior experience in incident, problem, and change management environments.

Soft Skills:

• Detail-oriented with excellent organizational and follow-up skills.
• Strong leadership and stakeholder management abilities.
• Effective communicator capable of presenting data-driven insights.
• Problem-solver with a proactive mindset and process improvement orientation.

Why Join Us:

• Opportunity to work on enterprise-grade ServiceNow environments.
• Exposure to global delivery teams and continuous learning opportunities.
• Competitive compensation with performance-based growth potential.

Job Types: Full-time, Contractual / Temporary
Contract length: 6 months

Pay: ₹70,000.00 - ₹90,000.00 per month

Work Location: Remote