ITSM Solutions Architect

7 days ago

Hubli, Karnataka, India beBeeTechnical Full time ₹ 2,00,00,000 - ₹ 2,50,00,000
ServiceNow ITSM Technical Lead

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.

  • Solution Architecture & Platform Design

This role is responsible for leading 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.

This includes implementing ServiceNow Agent Workspace, Service Operations Workspace, and mobile views for ITSM agents.

  • Custom Development & Scripting

This role involves developing and maintaining 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.

This also includes customizing form views, list layouts, dashboards, and Performance Analytics widgets for ITSM reporting and analytics.

  • Integrations

This role involves integrating 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.

This role is responsible for defining technical standards, performing code reviews, and enforcing 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.

This role involves monitoring and resolving 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.

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