ITSM Architect Lead

1 week ago

Kurnool, Andhra Pradesh, India beBeeServiceNow Full time ₹ 40,00,000 - ₹ 50,00,000
ServiceNow Technical Lead - ITSM

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


  • Architect the technical architecture and solution design for ServiceNow ITSM implementations, ensuring alignment with enterprise ITIL processes.
  • Design, 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.
  • 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, including Active Directory, monitoring tools, CMDB sources, ticketing systems, using REST/SOAP APIs, Integration Hub, and MID Server.
  • 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.

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.
  • Experience working with ServiceNow Studio, Update Sets, Application Repository, and ATF (Automated Test Framework).
  • 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.

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