Technical Lead – ServiceNow ITSM (Remote)

Job Title - Technical Lead – ServiceNow ITSM

Job Type - Remote

Experience - 9+ Years

Job Summary:

We are seeking a highly experienced and technically strong ServiceNow Technical Lead – ITSM to lead architecture, design, and development efforts for IT Service Management (ITSM) implementations on the ServiceNow platform. 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.

Key Responsibilities:

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.
• Implement ServiceNow Agent Workspace, Service Operations Workspace, and mobile views for ITSM agents.

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).

Required Skills & Qualifications:

• 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) – Mandatory
• ServiceNow Certified Implementation Specialist – ITSM – Highly Preferred
• ServiceNow Application Developer – Preferred
• ITIL v4 Foundation Certification – Advantageous