Pursue Purpose

Service Now Technical Lead

We are seeking a highly skilled and proactive Service Now Technical Lead to oversee the design, development, and successful implementation of ITSM solutions in alignment with ITIL best practices. This role requires expertise in managing transformation projects, handling complex integrations, and ensuring seamless Go-Live for new implementations. The ideal candidate will bring strong technical capabilities, effective leadership, and hands-on experience with multiple functional areas within Service Now.

Key Responsibilities :

• Support ITIL-aligned processes for Service Now implementations.
• Collaborate with customers to understand current transformation scope and create detailed plans with clear timelines.
• Work closely with teams throughout implementation to ensure a successful Go-Live.
• Provide technical leadership by addressing issues, managing status meetings, and driving implementation teams.
• Design and implement Service Now solutions, covering functional areas like Incident Management, Problem Management, Change Management, Self-Service Portal, Knowledge Management, Service Catalog, and Requests.
• Configure SLA features, approvals, notifications, foundation data, and workflow customization for ITSM processes.
• Develop and customize business rules, client/server-side scripts, script includes, and flow designer functions.
• Manage MID Server installation and configuration.
• Develop robust integrations, including Integration Hub, REST APIs, Azure AD, SSO, E-bonding, and inbound/outbound processes.

Essential Skills :

• Comprehensive understanding of multiple ITSM tool integrations and the ability to design and implement Service Now plans.
• Experience ensuring transformations align with Go-Live strategies for various towers.
• Strong hands-on skills in analyzing, designing, and developing complex Service Now functionalities.
• Proficiency in configuring and customizing Service Now ITSM features, workflows, and scripts.
• Advanced knowledge of developing and managing integrations with external systems.
• Effective communication, leadership, and organizational skills to lead diverse teams and engage stakeholders.

Must-Have Qualifications :

• Hands-on experience with multiple functional areas in Service Now.
• Proven ability to configure SLA features, approvals, workflows, and ITSM features.
• Expertise in integration development, including Integration Hub, REST APIs, and SSO.
• Strong experience with MID Server installation and configurations.