ServiceNow ITSM Technical Lead

Job Summary :

We are looking for a seasoned ServiceNow ITSM Technical Lead to architect, develop, and optimize ITSM solutions on the ServiceNow platform. This role involves leading technical teams, driving platform innovation, and ensuring alignment with ITIL best practices and enterprise goals.

Key Responsibilities :

Platform Architecture & Strategy

Lead the design and implementation of ServiceNow ITSM, ITOM, and automation solutions.

Architect scalable and secure platform configurations and integrations.

Define and execute the ServiceNow roadmap in alignment with business and IT strategies.

Development & Customization

Customize ServiceNow modules including Incident, Problem, Change, CMDB, and Knowledge.

Develop workflows, business rules, UI policies, ACLs, and integrations using REST / SOAP APIs.

Leverage Flow Designer, RPA, and AI-powered automation tools.

Leadership & Governance

Provide technical guidance and mentorship to development teams.

Enforce coding standards and best practices.

Oversee platform governance, performance optimization, and license management.

Stakeholder Engagement

Act as the primary technical contact for ServiceNow initiatives.

Collaborate with cross-functional teams to gather requirements and deliver solutions.

Prepare technical documentation and lead workshops or demos.

Required Qualifications :

07–14 years of IT experience, with 7+ years in ServiceNow development and leadership.

Strong expertise in ServiceNow (Washington release or later), ITSM, ITIL, and cloud platforms.

ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist – ITSM.

Proficiency in JavaScript, HTML, CSS, XML, Angular, Jelly Scripting, and REST APIs.

Experience with CMDB, Discovery, and integrations (e.g., Snowflake, ERP systems).

Preferred Skills :

Familiarity with ITOM, ITBM, and AI / ML capabilities in ServiceNow.

Experience in Agile / Scrum environments.

Strong analytical, problem-solving, and communication skills.

Ability to manage vendor relationships and third-party integrations.

Location & Work Mode :

Hybrid or remote options depending on the organization.

Occasional travel may be required for stakeholder meetings or workshops.