Technical Lead – ServiceNow ITSM

Job Description

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

• 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.
• 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.
• Integrations
• Integrate ServiceNow with external systems using REST/SOAP APIs, Integration Hub, and MID Server.
• Team Leadership & Governance
• Lead and mentor a team of developers and admins in an Agile environment.
• Platform Management & Optimization
• Manage and support platform upgrades, cloning, patching, and performance tuning activities.

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.

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.

Integrations

• Integrate ServiceNow with external systems using REST/SOAP APIs, Integration Hub, and MID Server.

Team Leadership & Governance

• Lead and mentor a team of developers and admins in an Agile environment.

Platform Management & Optimization

• Manage and support platform upgrades, cloning, patching, and performance tuning activities.

A required skillset includes 9+ years of ServiceNow platform experience with 4+ years in ITSM module as a technical lead or senior developer. A solid understanding of data models, ACLs, and role-based access control is also necessary. Experience working with ServiceNow Studio, Update Sets, Application Repository, and ATF (Automated Test Framework) is a plus. The ideal candidate will have expertise in JavaScript, Glide APIs, Scoped Applications, Scripted APIs, and custom app development. Strong knowledge of ITSM processes (ITIL v4 aligned) and hands-on implementation of Incident, Problem, Change, Request, Knowledge, CMDB, and Service Catalog is essential. Preferred certifications include ServiceNow Certified System Administrator (CSA), ServiceNow Certified Implementation Specialist – ITSM, ServiceNow Application Developer, and ITIL v4 Foundation Certification.