ITSM Technical Lead

2 days ago

Delhi, Delhi, India beBeeTechnical Full time ₹ 25,00,000 - ₹ 45,00,000
Technical Lead ITSM

This role involves leading the technical architecture and solution design for ServiceNow ITSM implementations to ensure alignment with enterprise ITIL processes.

The ideal candidate should possess deep hands-on expertise in core ITSM modules, scripting, integrations, and ServiceNow best practices, along with a proven ability to lead teams and deliver enterprise-grade solutions.

  • Solution Architecture & Platform Design:
  • 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.

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.

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 (if in use).

Key Requirements:

  • 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.

Preferred Certifications:

  • ServiceNow Certified System Administrator (CSA)
  • ServiceNow Certified Implementation Specialist – ITSM
  • ServiceNow Application Developer
  • ITIL v4 Foundation Certification

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