
ServiceNow ITSM Technical Lead
1 week ago
Job Summary:
Our organization seeks a highly skilled and technically proficient Technical Lead – ServiceNow ITSM to spearhead architecture, design, and development efforts for IT Service Management (ITSM) implementations on the ServiceNow platform.
- Lead the technical architecture and solution design for ServiceNow ITSM implementations, ensuring alignment with enterprise ITIL processes.
- 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.
- Integrate ServiceNow with external systems (e.g., Active Directory, monitoring tools, CMDB sources, ticketing systems) using REST/SOAP APIs, Integration Hub, and MID Server.
- Manage and support platform upgrades, cloning, patching, and performance tuning activities.
- Monitor and resolve platform-related performance and security issues.
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.
Preferred Certifications:
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Implementation Specialist – ITSM
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