ServiceNow ITSM Architect Lead

2 days ago

Aurangabad, Maharashtra, India beBeeItsm Full time ₹ 1,00,00,000 - ₹ 2,00,00,000

We are seeking a highly experienced ServiceNow ITSM Architect Lead to lead architecture, design and development efforts for IT Service Management (ITSM) implementations on the ServiceNow platform.

Key Responsibilities:
  • Lead 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.
  • 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 (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.
  • Define technical standards, perform code reviews and enforce platform governance and data model integrity.
  • Support sprint planning, story grooming and UAT coordination.
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.
  • 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)
  • ServiceNow Certified Implementation Specialist – ITSM
  • ServiceNow Application Developer
  • ITIL v4 Foundation Certification

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