ServiceNow Lead ITSM & ITAM Developer

Lead and perform ServiceNow configuration and customization including (but not limited to)

screen tailoring form and list configuration Service Catalog and portal configuration

workflow/Flow Designer administration and report/dashboards setup.

Design build and maintain ITSM processes (Incident Problem Change Request Knowledge Service Catalog) and ITAM processes (hardware software SAM HAM license and lifecycle management) on the ServiceNow platform.

Manage data imports and integrations including LDAP/Active Directory integration for user/group/role management and other third-party integrations supporting ITSM and ITAM (e.g. discovery SCCM/Intune/JAMF procurement/ERP monitoring software license tools).

Develop and maintain custom scripting (Business Rules Client Scripts Script Includes UI Policies/Actions ACLs and integrations using REST APIs) while adhering to platform best practices.

• Act as the technical lead for ITSM and ITAM enhancements balancing hands-on development with solution design documentation governance and mentoring other team members.
  

Requirements

Extensive hands-on experience as a ServiceNow Admin/Developer with a strong focus on:

• IT Service Management (Incident Problem Change Request Knowledge Service Catalog)
  
• IT Asset Management (hardware software SAM HAM license management lifecycle management)
  

Solid understanding of ITIL-based ITSM processes and how they are implemented and automated in ServiceNow.

Strong CMDB knowledge especially as it relates to ITSM and ITAM:

• CI modeling and relationships
  
• Discovery and Service Mapping to support incident change problem and asset/configuration management.
  

Experience designing and configuring:

• ITSM workflows (e.g. approvals change models request fulfillment)
  
• ITAM processes (asset intake inventory reconciliation depreciation disposal software license compliance)
  

Experience with ServiceNow components used heavily in ITSM/ITAM:

• Business Rules Client Scripts UI Policies UI Actions Script Includes ACLs
  
• Service Catalog items record producers and request workflows
  
• Performance Analytics for ITSM and ITAM KPIs and SLAs
  

Experience with ServiceNow Flow Designer and/or Workflow Editor for automating ITSM and ITAM processes end-to-end.

• IntegrationHub or other integration tools to connect ServiceNow with discovery tools SCCM/Intune/JAMF procurement/ERP software license tools and monitoring systems.
  
• Automated Test Framework (ATF) for regression testing of ITSM/ITAM functionality.
  

Strong understanding of identity and access (AD/LDAP) as it relates to:

• User group and role management in support of ITSM/ITAM processes and approvals.
  

Proficiency in scripting and integrations commonly used in ITSM/ITAM:

• JavaScript REST APIs JSON (GraphQL HTML/CSS as needed for portal/UX)
  

Experience working in Agile / Scrum environments for iterative delivery of ITSM and ITAM capabilities.

ServiceNow System Administrator Certification (preferred).

ServiceNow ITSM and/or ITAM/SAM/HAM certifications (preferred).

Process Skills

Lead the design implementation and continuous improvement of ITSM and ITAM processes on ServiceNow in alignment with ITIL and industry best practices.

Work with process owners (Incident Change Problem Request CMDB Asset SAM/HAM) to:

• Capture and refine business requirements
  
• Translate them into clear technical specifications and user stories on the ServiceNow platform.
  

Define standards and governance for:

• CMDB data quality and CI lifecycle
  
• Asset lifecycle (request procurement receipt deployment maintenance recovery disposal)
  
• Software license and hardware asset tracking and compliance.
  

Plan and manage platform changes related to ITSM/ITAM:

• Upgrades patches and new releases impacting ITSM and ITAM modules
  
• Regression testing and validation of core operational workflows.
  

Create and maintain design patterns and implementation plans for:

• New ITSM/ITAM capabilities (e.g. new service offerings asset classes license models)
  
• Integrations with IT operations procurement finance and HR systems.
  

Define and execute test plans and test cases for ITSM and ITAM:

• Functional tests regression tests and user acceptance tests
  
• Ensuring data integrity across CMDB assets and related processes.
  

Develop and maintain ITSM/ITAM reporting and analytics:

• KPIs dashboards and Performance Analytics for service performance SLA compliance asset utilization and license compliance.
  

Provide subject matter expertise and technical support for ITSM and ITAM:

• Troubleshooting process and platform issues
  
• Ensuring operational stability and continuous service/asset visibility.
  

Stay current with ServiceNow ITSM and ITAM product enhancements and best practices and proactively recommend improvements.

Serve as the primary technical and process lead for ITSM and ITAM on ServiceNow acting as an escalation point for complex issues.

Collaborate effectively with cross-functional teams:

• Service desk operations security procurement finance architecture and vendor management.
  

Communicate clearly with both technical and non-technical stakeholders ensuring alignment and high client satisfaction.

Coach and mentor team members (admins developers process owners and analysts) on ITSM and ITAM best practices and ServiceNow capabilities.

Promote a culture of continuous improvement for ITSM and ITAM processes and tooling.

Operate independently manage multiple ITSM/ITAM initiatives and adapt quickly in a fast-paced environment.

Demonstrate strong ownership accountability and the ability to balance strategic improvements with day-to-day operational demands.

Qualification

5 to 7years of relevant working experience in ServiceNow or managing an equivalent platform