Technical Expert for IT Service Management Solutions

1 week ago

Vijayawada, Andhra Pradesh, India beBeeServiceNow Full time ₹ 18,00,000 - ₹ 25,00,000

Overview:

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  • Technical Lead - ServiceNow ITSM
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Job Summary:

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We seek a seasoned Technical Architect with extensive ServiceNow expertise to lead the design, development and implementation of IT Service Management (ITSM) solutions.

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Key Responsibilities:

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

  2. Architect, configure and customize core ITSM modules, including Incident, Problem, Change, Request, Knowledge, CMDB, Service Catalog and SLA Management.

  3. Implement Agent Workspace, Service Operations Workspace and mobile views for ITSM agents.

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Custom Development & Scripting:

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  • 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.

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Integrations:

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  • 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.

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Team Leadership & Governance:

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  • 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.

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Platform Management & Optimization:

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  • 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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Required Skills & Qualifications:

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  • 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.

  • Experience with ServiceNow CMDB, Discovery and/or Service Mapping is a strong plus.

  • Exposure to DevOps integrations and CI/CD pipelines is a plus.

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Preferred Certifications:

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  • ServiceNow Certified System Administrator (CSA)

  • ServiceNow Certified Implementation Specialist – ITSM

  • ServiceNow Application Developer

  • ITIL v4 Foundation Certification

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