ServiceNow Technical Lead – ITSM

Job Description

Experienced ServiceNow Technical Lead – ITSM to lead the technical design, development, configuration, integration, and delivery of enterprise ITSM solutions. The candidate will work closely with architects, functional consultants, developers, and client stakeholders to deliver scalable and maintainable ServiceNow solutions aligned with best practices.

Key Responsibilities

• Lead the technical design and implementation of ServiceNow ITSM solutions based on business and technical requirements.
• Provide technical leadership across Incident, Problem, Change, Request, Knowledge, Service Catalog, and Asset/Configuration Management processes.
• Design and develop solutions using Business Rules, Client Scripts, UI Policies, ACLs, Script Includes, Flow Designer, Notifications, and Scheduled Jobs.
• Design and implement integrations using REST/SOAP APIs, IntegrationHub, MID Server, and third-party systems.
• Ensure solutions maximize OOTB ServiceNow capabilities while minimizing unnecessary customizations.
• Lead technical discussions, solution design workshops, code reviews, and technical design reviews.
• Troubleshoot complex platform, integration, performance, and production issues.
• Ensure adherence to ServiceNow architecture, security, performance, coding, and upgradeability standards.
• Collaborate with Solution Architects, ITSM Functional Consultants, Project Managers, and client stakeholders.

Required Technical Skills

• Strong hands-on experience with ServiceNow ITSM.
• Good knowledge of Incident, Problem, Change, Request Management, Service Catalog, Knowledge Management, and Configuration Management.
• Strong expertise in JavaScript, Glide APIs, Business Rules, Client Scripts, UI Policies, ACLs, Script Includes, Flow Designer, and IntegrationHub.
• Experience with REST/SOAP integrations, MID Server, and external system integrations.
• Good understanding of CMDB, CSDM, data model, security, roles, ACLs, and platform architecture.
• Experience with ServiceNow upgrades, scoped applications, and deployment processes.
• Strong troubleshooting and analytical skills.
• Experience working in Agile/Scrum delivery environments.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA).
• CIS – ITSM certification preferred.
• Experience with ITOM, ITAM, CMDB/CSDM, Service Portal, Employee Center, or IntegrationHub is an advantage.
• Experience with Now Assist / GenAI capabilities is an added advantage.
• Experience in multi-module ServiceNow implementations is preferred.