Job Description
ServiceNow ITSM Technical Lead
In this role, you will lead the architecture, design, and development efforts for IT Service Management (ITSM) implementations on the ServiceNow platform.
Key Responsibilities:
• Solution Architecture & Platform Design:
• Develop 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:
• A minimum of * years of experience with the ServiceNow platform, with at least 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).
• A 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.
Technical Requirements
- Experience with service management platforms
- Proficiency in programming languages such as JavaScript
- Strong understanding of data modeling concepts
- Familiarity with agile development methodologies
In this role, you will lead the architecture, design, and development efforts for IT Service Management (ITSM) implementations on the ServiceNow platform.
Key Responsibilities:
• Solution Architecture & Platform Design:
• Develop 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:
• A minimum of * years of experience with the ServiceNow platform, with at least 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).
• A 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.
Technical Requirements
- Experience with service management platforms
- Proficiency in programming languages such as JavaScript
- Strong understanding of data modeling concepts
- Familiarity with agile development methodologies
💡 Quick Summary
Seeking a career-building opportunity? The Senior IT Service Management Architect position is now open for candidates interested in the Architect / Interior Designer Jobs sector. This role in Mumbai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Architect / Interior Designer Jobs is a plus.
