Website:
lplfinancial.in
Job details:
What if you could build a career where ambition meets innovation?
At LPL’s Global Capability Center, you'll find a collaborative culture where your voice matters, integrity guides every decision, and technology fuels progress. Your skills, talents, and ideas will redefine what's possible. LPL's success reflects its exceptional employees, who together pursue one noble purpose: empowering financial advisors to deliver personalized advice for all who need it. We’re proud to be expanding and reaching new heights in Hyderabad.
Join us as we create something extraordinary together.
Are you a team player? Are you curious to learn? Are you interested in working on meaningful projects? Do you want to work with cutting-edge technology? Are you interested in being part of a team that is working to transform and do things differently? If so, LPL Financial is the place for you!
Excited to learn more? If so, then this could be the role for you!
LPL Financial (Nasdaq: LPLA) was founded on the principle that the firm should work for the advisor, and not the other way around. Today, LPL is a leader* in the markets we serve, supporting more than 18,000 financial advisors, 800 institution-based investment programs and 450 independent RIA firms nationwide. We are steadfast in our commitment to the advisor-centered model and the belief that Americans deserve access to personalized guidance from a financial advisor. At LPL, independence means that advisors have the freedom they deserve to choose the business model, services, and technology resources that allow them to run their perfect practice. And they have the freedom to manage their client relationships, because they know their clients best. Simply put, we take care of our advisors, so they can take care of their clients.
Job Overview
Location: Hyderabad, India
We are looking to hire a Sr. ServiceNow Developer – Customer Service Management (CSM) to join our Service Delivery Management department. This role will be instrumental in designing, developing, and optimizing our ServiceNow CSM module to deliver exceptional service experiences for our advisors, institutions, and internal stakeholders.
The Sr. ServiceNow CSM Developer is a senior technical resource who possesses deep expertise in the ServiceNow CSM application and broader platform capabilities. This individual will design, configure, and support CSM workflows, case management, agent workspaces, and integrations in alignment with ServiceNow best practices and LPL's architectural principles.
This role is based in Hyderabad, India and will collaborate closely with teams operating in US Eastern (EST) and Central (CT) time zones. Flexibility to overlap with US business hours is required on a regular basis and will be especially critical during business-critical Mergers & Acquisitions (M&A) activities, where timely delivery and close cross-functional coordination are essential.
Responsibilities
- Design, develop, and configure ServiceNow Customer Service Management (CSM) applications, including case management, agent workspace, service portal, playbooks, and CSM-specific workflows
- Build and maintain CSM integrations with internal and third-party systems to support seamless customer service operations
- Support and maintain existing ServiceNow CSM functionality and capabilities leveraging an agile framework
- Resolve complex ServiceNow platform and CSM-specific incidents and problems within SLAs, enabling stability and resiliency for the firm
- Lead and execute ServiceNow CSM projects, patching, and upgrades, keeping the platform current and within ServiceNow support guidelines while adhering to Change Management processes
- Play a key role in M&A technology integration efforts, including onboarding acquired entities onto the ServiceNow CSM platform, migrating service processes, and ensuring continuity of customer service operations during transitions
- Lead code reviews for junior ServiceNow developers, educating and ensuring quality deliverables
- Coach and guide junior developers and business stakeholders on CSM best practices, enforcing platform alignment with LPL's architectural principles
- Collaborate with US-based product owners, architects, and business analysts across EST and CT time zones to gather requirements, provide updates, and drive delivery
- Contribute to the continuous improvement of CSM processes, leveraging ServiceNow capabilities such as Virtual Agent, Knowledge Management, and Customer/Consumer Service Portal
What are we looking for?
We want strong collaborators who can deliver a world-class client experience. We are looking for people who thrive in a fast-paced environment, are client-focused, team oriented, and are able to execute in a way that encourages creativity and continuous improvement. Given the global nature of this role, we value individuals who communicate proactively and thrive in cross-cultural, distributed team environments.
Requirements
- 5+ years of ServiceNow development and administration experience
- 3+ years of hands-on experience with the ServiceNow CSM (Customer Service Management) module, including case management, agent workspace, CSM portal, and playbooks
- 5+ years of IT Service Management experience
- 3+ years of experience leading ServiceNow implementations (applications, integrations, platform configuration)
- Experience with ServiceNow integrations (REST, SOAP, Integration Hub, Flow Designer)
- Strong proficiency in ServiceNow scripting: Business Rules, Client Scripts, Script Includes, UI Policies, Scheduled Jobs, Flow Designer, and Glide APIs
- Experience with ServiceNow Agent Workspace and Configurable Workspace configuration
- ServiceNow Certified System Administrator (CSA) – required
- ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM) – strongly preferred
- Experience supporting technology integration during Mergers & Acquisitions (M&A) activities is a strong plus
- Willingness and flexibility to overlap with US EST/CT business hours on a regular basis, with increased availability during critical M&A milestones and go-live events
Core Competencies
- Strong verbal and written communication skills, with the ability to collaborate effectively across time zones and cultures
- Strong Agile/SCRUM experience
- Experience working in challenging, fast-paced, and ambiguous environments — particularly during periods of organizational change such as M&A
- Ability to work independently and within a globally distributed team
- Strong time management skills with the ability to balance priorities across multiple time zones
- Flexible, driven, and results oriented
- Experience with ITIL practices and frameworks is a plus
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