ServiceNow Lead

Job Title – Lead – ServiceNow Platform

Location – Remote

Employment Type – Fulltime

Experience – 7+ years

Notice Period – Immediate Joiner

Leads ServiceNow administration across modules like ITSM, HRSD, and FSM. Coordinates platform transitions, automations, stakeholder alignment, and metrics reporting.

Tools: ITSM, HRSD, ITOM, ITAM, CMDB, Workplace Service Delivery, Field Service, Flow Designer, EC Pro

Key Responsibilities:

• Lead ServiceNow KT, system audits, and configuration governance.

• Design and optimize catalog items, forms, and access roles.

• Partner with HR, Facilities, and IT on cross-functional workflows.

• Identify automation gaps and streamline service delivery.

• Track module usage, ticket SLAs, and workflow effectiveness.

• Ensure platform readiness for audits and stakeholder updates.

• Liaise with vendors for support and roadmap planning.

Qualifications:

• 7+ years administering the ServiceNow platform across ITSM,ITAM,ITOM, CMDB, HRSD, FSM, Workplace Delivery, and EC Pro.

• Deep knowledge of ServiceNow Flow Designer, business rules, client/server scripts, and ACLs.

• Proficient in creating and managing catalog items, approval workflows, dynamic forms, and SLAs.

• Experience integrating ServiceNow with third-party systems (e.g., identity platforms, facilities systems).

• Skilled in metrics setup: ticket volumes, deflection rates, module usage, and SLA performance.

• Demonstrated experience leading ServiceNow instance upgrades, patch management, and clone processes.

• Familiarity with domain separation, scoped apps, data import/export sets, and UI policies.

• Strong in stakeholder engagement: collaborating with HR, IT, and Facilities to define and streamline service workflows.

• Proven track record in preparing for audits, managing compliance documentation, and training L1/L2 teams.