ServiceNow ITSM Architect

3 days ago

Aurangabad, Maharashtra, India beBeeTechnical Full time ₹ 20,00,000 - ₹ 30,00,000

Job Summary:

We are seeking an experienced and skilled IT Service Management (ITSM) professional to lead the architecture, design, and development of enterprise-grade solutions 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 high-quality solutions.

  • Solution Architecture & Platform Design

Lead the technical architecture and solution design for ITSM implementations, ensuring alignment with enterprise ITIL processes and standards.

  • Design, 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 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.

Key Requirements:

  • 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.

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