Lead ServiceNow ITSM
Job Location:
Monthly Salary:
Posted on:
8 days ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Lead support activities across core ServiceNow ITSM modules including:
o Incident Management
o Problem Management
o Modern Change Management
o Service Request Management (Catalog & RITM)
o Knowledge Management
Configure customize and maintain ITSM modules based on business requirements and best practices.
Perform hands-on development and configuration activities including:
o Business Rules Client Scripts
o UI Policies UI Actions Data Policies
o Access Control Lists (ACLs)
Design and manage service catalog components:
o Catalog Items Record Producers Variables
o Request workflows and lifecycle management
Develop and maintain automation using:
o Flow Designer workflows
o Approval flows notifications and orchestration
Manage data operations including:
o Data imports using Import Sets and Transform Maps
o Data validation and consistency checks
Develop and maintain reports and dashboards using Platform Analytics to provide operational insights and KPI tracking.
Design and implement end-to-end ITSM solutions aligned with business processes and ServiceNow best practices.
Build and support integrations with external systems using:
o REST and SOAP APIs
o MID Server and third-party tools
Develop and maintain custom applications and scoped applications where required.
Support user experience enhancements through:
o Service Portal / UI Builder configurations (basic level)
o Employee Center implementations
Implement and support emerging capabilities such as:
o Virtual Agent (basic conversational flows)
o Generative AI and Agentic AI (Now Assist features)
Participate in platform upgrade activities:
o Perform regression testing
o Resolve skipped records and configuration conflicts
Ensure adherence to ServiceNow development standards governance and best practices.
Contribute to CMDB fundamentals including:
o Understanding relationships
o Supporting data accuracy and alignment with ITSM processes
Collaborate with stakeholders product owners and technical teams to gather requirements resolve issues and deliver enhancements.
Drive ITSM process improvements and continuous service optimization.
Act as a technical and functional escalation point and mentor junior team members
o Incident Management
o Problem Management
o Modern Change Management
o Service Request Management (Catalog & RITM)
o Knowledge Management
Configure customize and maintain ITSM modules based on business requirements and best practices.
Perform hands-on development and configuration activities including:
o Business Rules Client Scripts
o UI Policies UI Actions Data Policies
o Access Control Lists (ACLs)
Design and manage service catalog components:
o Catalog Items Record Producers Variables
o Request workflows and lifecycle management
Develop and maintain automation using:
o Flow Designer workflows
o Approval flows notifications and orchestration
Manage data operations including:
o Data imports using Import Sets and Transform Maps
o Data validation and consistency checks
Develop and maintain reports and dashboards using Platform Analytics to provide operational insights and KPI tracking.
Design and implement end-to-end ITSM solutions aligned with business processes and ServiceNow best practices.
Build and support integrations with external systems using:
o REST and SOAP APIs
o MID Server and third-party tools
Develop and maintain custom applications and scoped applications where required.
Support user experience enhancements through:
o Service Portal / UI Builder configurations (basic level)
o Employee Center implementations
Implement and support emerging capabilities such as:
o Virtual Agent (basic conversational flows)
o Generative AI and Agentic AI (Now Assist features)
Participate in platform upgrade activities:
o Perform regression testing
o Resolve skipped records and configuration conflicts
Ensure adherence to ServiceNow development standards governance and best practices.
Contribute to CMDB fundamentals including:
o Understanding relationships
o Supporting data accuracy and alignment with ITSM processes
Collaborate with stakeholders product owners and technical teams to gather requirements resolve issues and deliver enhancements.
Drive ITSM process improvements and continuous service optimization.
Act as a technical and functional escalation point and mentor junior team members
