Job Description

Service Now Technical Lead/Senior Engineer/Senior Developer

Experience:

10+ years overall experience with strong Service Now technical leadership.

Role Summary:

Seeking experienced Service Now Technical Lead for a large Telecom customer to provide hands-on technical leadership across a large, multi-instance Service Now platform. The role requires end-to-end ownership of solution delivery, with Service Now positioned as an orchestration, automation, and visibility layer integrated with multiple enterprise systems.

Key Responsibilities:

✓ Own end-to-end technical delivery: design, build, test, deploy, and support

✓ Lead technical decisions for user stories and enhancements; ensure upgrade-safe, scalable, supportable solutions

✓ Drive developer-led testing and regression control in agile delivery

✓ Lead UI Builder / Workspace design with governance discipline

✓ Design and support integrations using REST APIs and MID Server

✓ Support multi-instance deployments, upgrades, and release governance

✓ Improve CMDB and ITOM capabilities aligned to operational needs

✓ Collaborate with architects, product owners, and stakeholders; communicate risks and mitigation plans

Required Skills:

✓ Strong hands-on experience with Service Now ITSM, ITOM, and CMDB

✓ Experience working in large, multi-instant Service Now environments

✓ Expertise in Flow Designer, Integration Hub, UI Builder, Workspaces

✓ Strong integration experience using REST / Scripted REST APIs and MID Server

✓ Solid understanding of upgrade-safe development and release discipline

✓ Proven ability to lead testing and quality practices in developer-led models

✓ Strong communication skills and ownership mindset

ITOM Skills (Detailed Expectations)

✓ Service Now Discovery: configure discovery schedules, credentials, probes/patterns; troubleshoot discovery failures; ensure accurate CMDB population

✓ Event Management: configure event rules, alert management, sum up/correlation patterns, and automated incident/notification workflows

✓ Monitoring Tool Integrations: integrate Service Now with monitoring/observability tools (e.g., Splunk, SCOM, Solar Winds, ELK, Azure) using native connectors where available and custom integrations where required

✓ Operationalization: define runbooks for event ingestion, mapping (CI-to-alert), and reprocessing; monitor/tune ITOM performance and reliability

✓ Service Modelling: create/maintain service models/maps and align mapping outcomes with CMDB data quality and operational use cases

Preferred

✓ Exposure to Service Now Telecom Domain Solutions, CSDM and Service modeling
✓ Experience with DevOps / CI-CD concepts
✓ Experience integrating Service Now with external enterprise platforms
✓ ITIL and/or Service Now certification