Technical Lead – ServiceNow ITSM

Job Description:

We are seeking a highly experienced and technically strong Technical Lead – ServiceNow ITSM to lead architecture, design, and development efforts for IT Service Management (ITSM) implementations on the ServiceNow platform.

The ideal candidate should possess deep hands-on expertise in core ITSM modules, scripting, integrations, and ServiceNow best practices, along with a proven ability to lead teams and deliver enterprise-grade solutions. Key Responsibilities:

• Solution Architecture & Platform Design
• Lead the technical architecture and solution design for ServiceNow ITSM implementations, ensuring alignment with enterprise ITIL processes.
• Architect, configure, and customize core ITSM modules: Incident, Problem, Change, Request, Knowledge, CMDB, Service Catalog, and SLA Management.
• Implement ServiceNow Agent Workspace, Service Operations Workspace, and mobile views for ITSM agents.
• Custom Development & Scripting
• Develop and maintain custom components including Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions, Notifications, and Inbound Actions.
• Build and optimize workflows using Flow Designer, Workflow Editor, and Scripted Flows.
• Customize form views, list layouts, dashboards, and Performance Analytics widgets for ITSM reporting and analytics.
• Integrations
• Integrate ServiceNow with external systems (e.g., Active Directory, monitoring tools, CMDB sources, ticketing systems) using REST/SOAP APIs, Integration Hub, and MID Server.
• Build Event Management or auto-ticketing integrations with tools like SolarWinds, Dynatrace, AppDynamics, Nagios, or Splunk if ITOM is in scope.
• Team Leadership & Governance
• Lead and mentor a team of developers and admins in an Agile environment.
• Define technical standards, perform code reviews, and enforce platform governance and data model integrity.
• Support sprint planning, story grooming, and UAT coordination.
• Platform Management & Optimization
• Manage and support platform upgrades, cloning, patching, and performance tuning activities.
• Monitor and resolve platform-related performance and security issues.
• Optimize processes using AI Search, Virtual Agent, and Predictive Intelligence (if in use).