Chief Architect – IT Service Management

4 days ago

Mumbai, Maharashtra, India beBeeTechnical Full time ₹ 2,00,00,000 - ₹ 2,50,00,000
ITSM Technical Lead Job Description

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

About the Role

This long-term remote opportunity requires a proven ability to lead teams and deliver enterprise-grade solutions with deep hands-on expertise in core ITSM modules, scripting, integrations, and ServiceNow best practices.

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).

The ideal candidate should possess a solid understanding of data models, ACLs, and role-based access control. Experience with ServiceNow CMDB, Discovery, and/or Service Mapping is a strong plus.

Certifications such as ServiceNow Certified System Administrator (CSA), ServiceNow Certified Implementation Specialist – ITSM, and ITIL v4 Foundation Certification are advantageous.

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