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Technical Architect – Digital Services

2 weeks ago

Alwar, Rajasthan, India beBeeDevelopment Full time ₹ 12,00,000 - ₹ 17,50,000
Job Overview:

The Technical Lead – ServiceNow ITSM will lead architecture, design, and development efforts for IT Service Management (ITSM) implementations on the ServiceNow platform.

Key Responsibilities:

  • Lead 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 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:

  • A minimum of 9 years of experience on the ServiceNow platform, with at least 4 years in ITSM module as a technical lead or senior developer.
  • Deep knowledge of ITSM processes aligned with ITIL v4, with 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 highly desirable.
  • Exposure to DevOps integrations Git Jenkins Azure DevOps and CI/CD pipelines is beneficial.

Preferred Certifications:

  • ServiceNow Certified System Administrator CSA Mandatory
  • ServiceNow Certified Implementation Specialist ITSM Highly Preferred
  • ServiceNow Application Developer Preferred
  • ITIL v4 Foundation Certification Advantageous