Senior Service Leader
Listed on 2026-09-12
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IT/Tech
IT Project Manager, IT Specialist, Systems Administrator, IT Consultant
- We are seeking an experienced Service Now expert to lead the design, development, and operational ownership of our Service Now platform.
- This role is ideal for a highly skilled technical professional who excels at solving complex challenges, driving automation, and ensuring the platform aligns with business objectives, ITIL processes, and organizational best practices.
- The successful candidate will partner closely with IT and business stakeholders to deliver efficient, secure, and scalable digital workflows.
Key Responsibilities- Own configuration, maintenance, and optimization of Service Now core modules:
Incident, Problem, Change, Request/Service Catalog, Knowledge, CMDB, Discovery, and Asset Management.
- Manage update sets, source control, environment strategy, and release deployments across Dev/Test/Prod.
- Oversee platform governance, enforce standards, and lead platform roadmap discussions.
Custom Development &Automation- Design and implement advanced workflows, custom applications, client/server scripts, and Flow Designer automations.
- Extend platform capabilities through Integration Hub and scripted REST/SOAP APIs.
Integrations & Data Exchange- Architect, build, and maintain secure integrations with enterprise systems (REST/SOAP, OAuth, MID Server).
- Support integrations with device?management, identity, and infrastructure systems (e.g., Intune, Workspace ONE, vendor ticketing connectors).
CMDB, Discovery & Asset Management- Lead CMDB data modeling, reconciliation, normalization, and CI lifecycle improvements.
- Maintain and tune Discovery schedules, probes, patterns, and classification logic.
- Support SAM/HAM processes, job runs, and data quality initiatives.
Platform Security &Compliance- Implement and maintain RBAC, access controls, audit logging, and platform security standards.
- Ensure compliance with organizational and regulatory requirements.
Upgrades, Reliability &Observability- Plan and execute upgrades, patches, and hotfixes with minimal business disruption.
- Maintain Performance Analytics indicators, collections, and dashboards.
- Monitor platform health and proactively resolve performance issues.
- Produce technical design documents, runbooks, and admin/user guides.
- Mentor junior team members and provide SME?level guidance to project and operations teams.
- Conduct training sessions for engineers, Service Desk, and business stakeholders.
Required Qualifications- 7+ years of hands?on Service Now development and administration experience.
- Expert knowledge of ITIL?based ITSM processes.
- Strong background integrating Service Now with enterprise systems via REST/SOAP APIs.
- Proven experience leading platform?level initiatives and technical decision?making.
- Excellent analytical, debugging, and problem?solving skills.
Preferred Qualifications- Service Now CSA plus one or more CIS certifications (ITSM, ITOM, HRSD, SAM/HAM, or Discovery).
Experience with :- Service Operations Workspace
- CMDB/Discovery/Service Mapping
- Performance Analytics
- SAM/HAM job configuration and optimization
- Intune or Workspace ONE integrations
- Familiarity with Agile/Scrum methodologies and CI/CD for Service Now.
- Experience in complex, distributed, or public?sector environments.
Soft Skills- Exceptional communication and presentation skills.
- Ability to partner effectively with business leaders, engineers, and vendors.
- Strong organization and prioritization skills; capable of managing multiple initiatives simultaneously.
Fill the skill matrix below:Skill Amount Candidate 's No. of years of experience
7+ years of hands on Service Now development and administration experience.
Required
7
Expert knowledge of ITIL based ITSM processes.
Required
7
Required
7
Strong background integrating Service Now with enterprise systems via REST/SOAP APIs.
Required
7
Proven experience leading platform level initiatives and technical decision making.
Required
7
Excellent analytical, debugging, and problem solving skills.
Required
7
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