ServiceNow Technical Lead

Overview

Responsibilities

• Deliver end-to-end automated solutions using the ServiceNow platform, including technical implementation of core systems and applications.
• Provide expert knowledge and support within the ITOM Suite and CMDB.
• Implement and manage ServiceNow ITOM offerings such as Event Management, Discovery, Service Mapping, and Orchestration.
• Work with OMT, Flow Designer, and Widgets for automation and customization.
• Architect and convert customer legacy solutions into ServiceNow.
• Implement ITIL processes, workflow customization, ticketing, process automation, reporting, dashboard creation, and system configurations.
• Apply Agile development practices for platform and application customizations.
• Organize and prioritize development efforts, interface with vendors and management, and coordinate additional administrators when needed.
• Ensure proper integration with other systems by considering dependencies and relationships.
• Manage tasks assigned via stories and assist junior analysts throughout project lifecycles.
• Communicate professionally and effectively with business professionals and clients.
• Perform system integration using web services and web-based technologies (XML, HTML, AJAX, CSS, HTTP, REST/SOAP).
• Manage multiple projects concurrently with flexibility and attention to detail.
• Provide guidance on ITIL concepts and IT Service Management practices.
• Work independently and deliver solutions based on written requirements.
  

Requirements

Primary Skills:

• Deep functional and technical knowledge of ServiceNow platform, including navigation, administration, configuration, and scripting.
• Strong understanding of ITOM Suite, CMDB, and related offerings.
• Experience with Event Management, Discovery, Service Mapping, Orchestration, OMT, Flow Designer, Widgets.
• Knowledge of ITIL concepts (ITIL v3 certification preferred).
• Experience with Agile methodologies (SCRUM experience a plus).
• Strong problem-solving ability and attention to detail.
• Excellent communication skills (verbal and written).
  

Secondary Skills:

• Experience with ServiceNow modules: ITSM, ITAM, CSM, ITOM, IRM, CMDB.
• Understanding of project delivery lifecycle and processes.
• Practical experience in creating or modifying CSM, ITSM, ITAM, ITOM, IRM components.
• Exposure to cloud technologies and SaaS environments.
• Proven experience implementing ITSM tools and ITIL processes (Incident, Service Request, Problem, Change, Configuration Management).
• Strong interpersonal skills and consultative approach.