IT Service Management Architect

6 days ago

Varanasi, Uttar Pradesh, India beBeeTechnical Full time ₹ 20,00,000 - ₹ 24,50,000
Job Title: Technical Lead - ServiceNow ITSM

We are seeking a seasoned IT leader to spearhead architecture, design, and development initiatives for our ServiceNow IT Service Management (ITSM) implementations. This is a unique opportunity to drive technical excellence and innovation in our IT organization.

  • Develop and implement comprehensive IT service management strategies that align with enterprise best practices and industry standards.
  • Architect, configure, and customize core ITSM modules, including 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

  • Design and develop 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, including Active Directory, monitoring tools, CMDB sources, and ticketing systems, using REST/SOAP APIs, Integration Hub, and MID Server.
  • Develop 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 administrators 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.

Requirements:

  • 9+ years of experience on the ServiceNow platform, with 4+ years in ITSM as a technical lead or senior developer.
  • Deep understanding of ITIL 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.
  • Solid knowledge of data models, ACLs, and role-based access control.
  • Experience with ServiceNow CMDB, Discovery, and/or Service Mapping is a strong asset.

Preferred Certifications:

  • ServiceNow Certified System Administrator (CSA)
  • ServiceNow Certified Implementation Specialist - ITSM
  • ServiceNow Application Developer
  • ITIL v4 Foundation Certification

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