Senior ServiceNow ITSM​/ITOM Lead

Job Description

Must Have Technical/Functional Skills

Experience as a Senior Consultant with ITSM/ITOM /integration

• Serve as primary technical point-of-contact and manage technical delivery from global/offshore teams.
• Understand the current class manager structure and identified the unwanted custom class (which are available in OOTB) and removed from CMDB with standard procedure.
• Gathering Business services and associated application services list and details from client team.
• Coordinate with application and infrastructure teams to understand all layers of the technology stacks that input into event management and service maps.
• Analyze the current status of the instance and prepare the project plan to apply the CSDM model in the environment.
• Define, at an architectural and design level of detail, technical solutions aligned and Service Now Implementation Best Practices on event management.
• Understand customer requirements, study the current configuration and translate to solutions, and communicate to clients.
• Experience in implementing various IT Service Management processes like Incident Management, Change Management, Problem Management, Knowledge Management, Service Catalog and defining ITIL Process.
• Expertise Service Now deployments, integration with other third party tools, Orchestration, operational activities, Project Management expertise and merging multiple instances.
• Worked on End to End implementation of CMDB module using Discovery tool in Service Now.
• Wide exposure on Service Now ITOM Implementation, Configuration and Customization.
• Ability to listen, interpret, strategize and consult on complex business processes and technical concepts.
• Experience with scripting in the Service Now platform using JS:
  Business Rules, Client Scripts, UI Actions, UI Pages, Angular JS, Jelly, etc.
• Working knowledge of IT Operations Management and CMDB Processes (Event Management, Discovery, Service Mapping, CMDB/CSDM, Cloud Management, Orchestration).
• Expertise in Custom module implementations.
• Working experience on Workflow administration, SNOW Reporting, Form/UI configurations, Notifications, data imports, custom scripting.

• Lead the design, development, and deployment of Service Now solutions across ITSM, ITOM, and Integrations.
• ITOM – Discovery, Event Management, Service Mapping.
• Collaborate with stakeholders to gather requirements, define scope, and architect scalable Service Now solutions.
• Provide technical leadership and mentorship to junior consultants and developers.
• Customize and configure Service Now applications using best practices and maintain platform integrity.
• Integrate Service Now with external systems using REST/SOAP APIs, MID Servers, and other integration tools.
• Conduct code reviews, performance tuning, and ensure adherence to security and compliance standards.
• Stay current with Service Now releases and proactively recommend platform enhancements.
• Support pre-sales activities including solutioning, demos, and proposal development.

Salary Range: $150,000-$200,000 a year