IT Service Management Technical Lead

8 hours ago

Nellore, Andhra Pradesh, India beBeeTechnical Full time ₹ 20,00,000 - ₹ 25,00,000
Technical Lead for IT Service Management

We are seeking a seasoned professional to lead our IT Service Management (ITSM) efforts, utilizing their in-depth knowledge of the ServiceNow platform.

The ideal candidate will possess extensive hands-on expertise in core ITSM modules, scripting, integrations, and ServiceNow best practices. They should be able to design, implement, and maintain efficient ITSM processes that align with enterprise ITIL processes.

Main Responsibilities:
  • ServiceNow Platform Architecture & Design:
    • Develop technical architecture and solution design for ITSM implementations.
    • Configure and customize core ITSM modules: Incident, Problem, Change, Request, Knowledge, CMDB, Service Catalog, and SLA Management.
  • Custom Development & Scripting:
    • Develop and maintain custom components using JavaScript, Glide APIs, Scoped Applications, Scripted APIs, and custom app development.
    • Build and optimize workflows using Flow Designer, Workflow Editor, and Scripted Flows.
  • Integrations:
    • Integrate ServiceNow with external 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.
  • Platform Management & Optimization:
    • Manage and support platform upgrades, cloning, patching, and performance tuning activities.
    • Monitor and resolve platform-related performance and security issues.

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.
  • Solid understanding of data models, ACLs, and role-based access control.

Preferred Certifications:

  • ServiceNow Certified System Administrator (CSA)
  • ServiceNow Certified Implementation Specialist – ITSM
  • ServiceNow Application Developer

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