ServiceNow ITSM Lead | W2 | On-site

Position: ServiceNow ITSM Lead | W2 Only | On-site Role |
KEY RESPONSIBILITIES:

Technical Development/Knowledge & Service Now Platform Ownership

• Design, configure, and develop Service Now ITSM solutions across Incident, Problem, Change, Request, and Service Catalog modules

• Build and maintain integrations with third-party tools (monitoring platforms, identity management, CMDB data sources) using REST APIs, Integration Hub, and MID Server

• Develop and maintain CMDB Discovery configurations, IRE identification rules, and data quality governance processes

• Author scripted components including Business Rules, Script Includes, Client Scripts, UI Policies, Flow Designer flows, and Scheduled Jobs

• Own technical design documentation including solution design records, data flow diagrams, and integration specifications

• Conduct peer code reviews, enforce development best practices, and maintain upgrade-safe customization standards

• Build and maintain reporting dashboards, Performance Analytics indicators, and ITSM metric frameworks

Team Leadership

• Lead and coordinate a delivery team of 3-6 Service Now developers and configuration analysts

• Assign and prioritize work across sprint cycles in alignment with the Platform Owner

• Mentor junior team members on Service Now platform development standards and ITSM process design

• Facilitate daily stand-ups, sprint planning, and retrospectives, own technical risk identification within the team

• Escalate blockers and coordinate with offshore team members where applicable

Client Engagement

• Serve as the primary technical point of contact for the client ITSM and CMDB stakeholders

• Lead requirements discovery sessions, process workshops, and design reviews with client process owners

• Present sprint demos, solution walkthroughs, and status updates to client leadership

REQUIRED QUALIFICATIONS:

Experience

• 5-8 years of hands-on Service Now development and configuration experience

• Demonstrable delivery experience across at minimum three of:
Incident Management, Problem Management,
Change Management, Service Catalog, CMDB/Discovery, Integrations, or Reporting/PA

• Prior experience in a client-facing or technical lead capacity on an implementation or managed services
engagement

• Experience leading or mentoring a development team of 3+ individuals
Technical Skills

• Service Now server-side development:
Business Rules, Script Includes, REST API integrations, Scheduled Jobs

• Service Now client-side development:
Client Scripts, UI Policies, UI Actions, Glide Form/Glide Ajax

• Flow Designer and Integration Hub (spoke development or configuration)

• CMDB fundamentals:
Discovery, IRE rules, CI class hierarchy, CSDM alignment

• Reporting:
Performance Analytics, dashboards, scheduled reports

• Service Now upgrade processes, update set management, and instance cloning practices

• ITSM process knowledge aligned to ITIL v3 or ITIL 4 framework.

Certifications

• Service Now Certified System Administrator (CSA) - Required

• Service Now Certified Application Developer (CAD) - Required

• Service Now Certified Implementation Specialist - ITSM (CIS-ITSM) - Required

• Additional CIS certifications (Discovery, HRSD, etc.) - Preferred

• ITIL 4 Foundation - Preferred

Preferred:

Experience on Health Care, or critical infrastructure sector Service Now engagements

HR
Xlysi LLC, Expert Portal Solutions
251 Milwaukee Ave, Buffalo grove, IL 60089
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