Technical lead
2 days ago
Job Title - Technical Lead – Service Now ITSM Job Type - Remote Experience - 9+ Years Job Summary: We are seeking a highly experienced and technically strong Service Now Technical Lead – ITSM to lead architecture, design, and development efforts for IT Service Management (ITSM) implementations on the Service Now platform. The ideal candidate should possess deep hands-on expertise in core ITSM modules, scripting, integrations, and Service Now 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 Service Now 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 Service Now 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 Service Now 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 Solar Winds, Dynatrace, App Dynamics, 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). Required Skills & Qualifications: 9+ years of Service Now platform experience with 4+ years in ITSM module as a technical lead or senior developer. Deep knowledge of ITSM processes (ITIL v4 aligned) and hands-on implementation of Incident, Problem, Change, Request, Knowledge, CMDB, and Service Catalog. Expertise in Java Script, Glide APIs, Scoped Applications, Scripted APIs, and custom app development. Experience working with Service Now Studio, Update Sets, Application Repository, and ATF (Automated Test Framework). Solid understanding of data models, ACLs, and role-based access control. Experience with Service Now CMDB, Discovery, and/or Service Mapping is a strong plus. Exposure to Dev Ops integrations (e.g., Git, Jenkins, Azure Dev Ops) and CI/CD pipelines is a plus. Preferred Certifications: Service Now Certified System Administrator (CSA) – Mandatory Service Now Certified Implementation Specialist – ITSM – Highly Preferred Service Now Application Developer – Preferred ITIL v4 Foundation Certification – Advantageous
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