Senior IT Service Management Architect

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 9 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

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