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IT Service Delivery Expert

2 weeks ago

Mumbai, Maharashtra, India beBeeTechnical Full time ₹ 50,00,000 - ₹ 80,00,000
Technical Lead - ServiceNow ITSM

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. 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:
  • 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).
Required Skills & Qualifications:
  • 9+ years of ServiceNow 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 JavaScript, Glide APIs, Scoped Applications, Scripted APIs, and custom app development.
  • Experience working with ServiceNow Studio, Update Sets, Application Repository, and ATF (Automated Test Framework).
  • Solid understanding of data models, ACLs, and role-based access control.
  • Experience with ServiceNow CMDB, Discovery, and/or Service Mapping is a strong plus.
  • Exposure to DevOps integrations (e.g., Git, Jenkins, Azure DevOps) and CI/CD pipelines is a plus.
Preferred Certifications:
  • ServiceNow Certified System Administrator (CSA) – Mandatory
  • ServiceNow Certified Implementation Specialist – ITSM – Highly Preferred
  • ServiceNow Application Developer – Preferred
  • ITIL v4 Foundation Certification – Advantageous