IT Service Management Architect

1 day ago

Salem, Tamil Nadu, India beBeeTechnical Full time ₹ 20,00,000 - ₹ 25,00,000
Job Description:

We are seeking a skilled Technical Lead to lead the architecture, design, and development of IT Service Management (ITSM) implementations on the ServiceNow platform.

This individual will be responsible for leading technical architecture and solution design, ensuring alignment with enterprise ITIL processes. They will also be responsible for architecting, configuring, and customizing core ITSM modules, including Incident, Problem, Change, Request, Knowledge, CMDB, Service Catalog, and SLA Management.

In addition, this Technical Lead will implement ServiceNow Agent Workspace, Service Operations Workspace, and mobile views for ITSM agents.

The ideal candidate will have extensive experience in developing and maintaining custom components, including Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions, Notifications, and Inbound Actions.

They will also have expertise in building and optimizing workflows using Flow Designer, Workflow Editor, and Scripted Flows.

Furthermore, this Technical Lead will integrate ServiceNow with external systems using REST/SOAP APIs, Integration Hub, and MID Server.

Key Responsibilities include:

  • 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).

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