Senior ITSM Technical Lead

10 hours ago

Alleppey, Kerala, India beBeeItsm Full time ₹ 1,50,00,000 - ₹ 2,50,00,000
ITSM Leadership Opportunity

Seeking a senior IT service management professional to lead technical architecture, design, and development efforts for ServiceNow platform implementations.

Key Responsibilities:
  • Solution Architecture & Platform Design:
    • Design and implement technical architecture for ServiceNow ITSM solutions ensuring alignment with enterprise ITIL processes.
    • 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:
    • 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.
  • 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.

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