Senior Technical Lead

Job Summary

Job Description:

Service Now ITSM and ITOM Consultant (Minimum Relevant Experience 7 Years)Overview: We are seeking an experienced Service Now Consultant with deep expertise in IT Service Management (ITSM) and IT Operations Management (ITOM) to design, implement, and optimize Service Now integration solutions. The ideal candidate will have 7+ years of hands-on experience with Service Now and other ITSM platforms, with a strong background in Service Now integrations, CMDB, Discovery, Service Request Management, and related ITOM modules.The candidate is required to work closely with business and technical stakeholders to ensure seamless and scalable ITSM and ITOM implementations that align with business objectives and operational efficiency goals.Primary Responsibilities:** Design and implement Service Now ITSM solutions including Incident, Problem, Change, Knowledge, Service Request Management, and Service Catalog.Lead implementation and optimization of Service Now ITOM modules including Discovery, Service Mapping, Event Management, and CMDB.Develop and maintain an accurate and complete Configuration Management Database (CMDB) with proper CI class structure, relationships, and reconciliation processes.Configure and manage Service Now Discovery for on-prem and cloud-based infrastructure across hybrid environments.Lead Service Now integration projects using REST/SOAP APIs, MID Servers, and Integration Hub with external systems such as monitoring tools, CMDBs, asset management systems, and ITSM platforms.Define and implement data normalization, reconciliation, and health checks for CMDB data integrity.Translate business requirements into technical designs and deliver scalable and efficient Service Now solutions.Develop and customize workflows, business rules, client scripts, and UI policies across the Service Now platform.Collaborate with infrastructure, application, and security teams to ensure Service Now aligns with operational and governance policies.Work with Service Now platform owners and architects to ensure alignment with best practices and platform roadmap.Provide technical leadership, guidance, and training to junior consultants or client stakeholders as needed.Ensure all Service Now implementations follow ITIL practices and organizational standards.**Required Skills:7+ years of experience implementing and supporting Service Now ITSM and ITOM solutions.In-depth knowledge of Service Now platform architecture, including data model, security, scripting (JavaScript), and integrations.Proven experience in configuring and managing Service Now Discovery, Service Mapping, and CMDB.Experience with MID Servers, network protocols (SNMP, WMI, SSH), and discovery patterns.Strong hands-on experience in building Service Catalogs, Request Workflows, and Service Request Fulfillment.Proficient in developing REST/SOAP API integrations and working with Integration Hub, Flow Designer, and Workflows.Familiarity with integrating Service Now with monitoring and observability platforms (e.g., Prometheus, Ops Ramp, Solar Winds, etc.).Solid understanding of ITIL frameworks and best practices.Experience with data normalization, CMDB health metrics, and CMDB governance.Working knowledge of other ITSM tools such as BMC Remedy, Cherwell, Manage Engine, Jira Service Management, etc.Experience with integrating ServiceNow with DevOps tools set like Ansible, Terraform and CI/CD pipelines.Excellent troubleshooting, analytical, and communication skills.Service Now Certified System Administrator (CSA) certification required.Preferred: Service Now certifications in ITSM, ITOM, Discovery, CMDB or Integration Hub.

Key Responsibilities

1. To be responsible for providing technical guidance to a team of developers, enhancing their technical capabilities and increasing productivity.

2. To conduct comprehensive code reviews, establish and oversee quality assurance processes, performance optimization , implementation of best practices and coding standards to ensure successful delivery of complex projects.

3. To ensure process compliance in the assigned module| and participate in technical discussions/review as a technical consultant for feasibility study (technical alternatives, best packages, supporting architecture best practices, technical risks, breakdown into components, estimations).

4. To collaborate with stakeholders to define project scope, objectives, deliverables and accordingly prepare and submit status reports for minimizing exposure & closure of escalations.

Skill Requirements

Job Description:

Service Now ITSM and ITOM Consultant (Minimum Relevant Experience 7 Years)Overview: We are seeking an experienced Service Now Consultant with deep expertise in IT Service Management (ITSM) and IT Operations Management (ITOM) to design, implement, and optimize Service Now integration solutions. The ideal candidate will have 7+ years of hands-on experience with Service Now and other ITSM platforms, with a strong background in Service Now integrations, CMDB, Discovery, Service Request Management, and related ITOM modules.The candidate is required to work closely with business and technical stakeholders to ensure seamless and scalable ITSM and ITOM implementations that align with business objectives and operational efficiency goals.Primary Responsibilities:** Design and implement Service Now ITSM solutions including Incident, Problem, Change, Knowledge, Service Request Management, and Service Catalog.Lead implementation and optimization of Service Now ITOM modules including Discovery, Service Mapping, Event Management, and CMDB.Develop and maintain an accurate and complete Configuration Management Database (CMDB) with proper CI class structure, relationships, and reconciliation processes.Configure and manage Service Now Discovery for on-prem and cloud-based infrastructure across hybrid environments.Lead Service Now integration projects using REST/SOAP APIs, MID Servers, and Integration Hub with external systems such as monitoring tools, CMDBs, asset management systems, and ITSM platforms.Define and implement data normalization, reconciliation, and health checks for CMDB data integrity.Translate business requirements into technical designs and deliver scalable and efficient Service Now solutions.Develop and customize workflows, business rules, client scripts, and UI policies across the Service Now platform.Collaborate with infrastructure, application, and security teams to ensure Service Now aligns with operational and governance policies.Work with Service Now platform owners and architects to ensure alignment with best practices and platform roadmap.Provide technical leadership, guidance, and training to junior consultants or client stakeholders as needed.Ensure all Service Now implementations follow ITIL practices and organizational standards.**Required Skills:7+ years of experience implementing and supporting Service Now ITSM and ITOM solutions.In-depth knowledge of Service Now platform architecture, including data model, security, scripting (JavaScript), and integrations.Proven experience in configuring and managing Service Now Discovery, Service Mapping, and CMDB.Experience with MID Servers, network protocols (SNMP, WMI, SSH), and discovery patterns.Strong hands-on experience in building Service Catalogs, Request Workflows, and Service Request Fulfillment.Proficient in developing REST/SOAP API integrations and working with Integration Hub, Flow Designer, and Workflows.Familiarity with integrating Service Now with monitoring and observability platforms (e.g., Prometheus, Ops Ramp, Solar Winds, etc.).Solid understanding of ITIL frameworks and best practices.Experience with data normalization, CMDB health metrics, and CMDB governance.Working knowledge of other ITSM tools such as BMC Remedy, Cherwell, Manage Engine, Jira Service Management, etc.Experience with integrating ServiceNow with DevOps tools set like Ansible, Terraform and CI/CD pipelines.Excellent troubleshooting, analytical, and communication skills.Service Now Certified System Administrator (CSA) certification required.Preferred: Service Now certifications in ITSM, ITOM, Discovery, CMDB or Integration Hub.

Other Requirements

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