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ServiceNow ITSM Lead | W2 Only | On-site Role |
Job Location:
Job Location:
Chicago, IL - USA
Monthly Salary:
Not provided by the employer
Monthly Salary:
Posted:
11 June 2026 (30+ days ago)
Posted:
Application Deadline:
8 September 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
KEY RESPONSIBILITIES:
Technical Development/Knowledge & ServiceNow Platform Ownership
Design configure and develop ServiceNow ITSM solutions across Incident Problem Change Request and Service Catalog modules
Build and maintain integrations with third-party tools (monitoring platforms identity management CMDB data sources) using REST APIs IntegrationHub and MID Server
Develop and maintain CMDB Discovery configurations IRE identification rules and data quality governance processes
Author scripted components including Business Rules Script Includes Client Scripts UI Policies Flow Designer flows and Scheduled Jobs
Own technical design documentation including solution design records data flow diagrams and integration specifications
Conduct peer code reviews enforce development best practices and maintain upgrade-safe customization standards
Build and maintain reporting dashboards Performance Analytics indicators and ITSM metric frameworks
Team Leadership
Lead and coordinate a delivery team of 36 ServiceNow developers and configuration analysts
Assign and prioritize work across sprint cycles in alignment with the Platform Owner
Mentor junior team members on ServiceNow platform development standards and ITSM process design
Facilitate daily stand-ups sprint planning and retrospectives own technical risk identification within the team
Escalate blockers and coordinate with offshore team members where applicable
Client Engagement
Serve as the primary technical point of contact for the client ITSM and CMDB stakeholders
Lead requirements discovery sessions process workshops and design reviews with client process owners
Present sprint demos solution walkthroughs and status updates to client leadership
REQUIRED QUALIFICATIONS:
Experience
58 years of hands-on ServiceNow development and configuration experience
Demonstrable delivery experience across at minimum three of: Incident Management Problem Management
Change Management Service Catalog CMDB/Discovery Integrations or Reporting/PA
Prior experience in a client-facing or technical lead capacity on an implementation or managed services
engagement
Experience leading or mentoring a development team of 3 individuals
Technical Skills
ServiceNow server-side development: Business Rules Script Includes REST API integrations Scheduled Jobs
ServiceNow client-side development: Client Scripts UI Policies UI Actions GlideForm/GlideAjax
Flow Designer and Integration Hub (spoke development or configuration)
CMDB fundamentals: Discovery IRE rules CI class hierarchy CSDM alignment
Reporting: Performance Analytics dashboards scheduled reports
ServiceNow upgrade processes update set management and instance cloning practices
ITSM process knowledge aligned to ITIL v3 or ITIL 4 framework.
Certifications
ServiceNow Certified System Administrator (CSA) Required
ServiceNow Certified Application Developer (CAD) Required
ServiceNow Certified Implementation Specialist ITSM (CIS-ITSM) Required
Additional CIS certifications (Discovery HRSD etc.) Preferred
ITIL 4 Foundation Preferred
Preferred:
Experience on Health Care or critical infrastructure sector ServiceNow engagements
Technical Development/Knowledge & ServiceNow Platform Ownership
Design configure and develop ServiceNow ITSM solutions across Incident Problem Change Request and Service Catalog modules
Build and maintain integrations with third-party tools (monitoring platforms identity management CMDB data sources) using REST APIs IntegrationHub and MID Server
Develop and maintain CMDB Discovery configurations IRE identification rules and data quality governance processes
Author scripted components including Business Rules Script Includes Client Scripts UI Policies Flow Designer flows and Scheduled Jobs
Own technical design documentation including solution design records data flow diagrams and integration specifications
Conduct peer code reviews enforce development best practices and maintain upgrade-safe customization standards
Build and maintain reporting dashboards Performance Analytics indicators and ITSM metric frameworks
Team Leadership
Lead and coordinate a delivery team of 36 ServiceNow developers and configuration analysts
Assign and prioritize work across sprint cycles in alignment with the Platform Owner
Mentor junior team members on ServiceNow platform development standards and ITSM process design
Facilitate daily stand-ups sprint planning and retrospectives own technical risk identification within the team
Escalate blockers and coordinate with offshore team members where applicable
Client Engagement
Serve as the primary technical point of contact for the client ITSM and CMDB stakeholders
Lead requirements discovery sessions process workshops and design reviews with client process owners
Present sprint demos solution walkthroughs and status updates to client leadership
REQUIRED QUALIFICATIONS:
Experience
58 years of hands-on ServiceNow development and configuration experience
Demonstrable delivery experience across at minimum three of: Incident Management Problem Management
Change Management Service Catalog CMDB/Discovery Integrations or Reporting/PA
Prior experience in a client-facing or technical lead capacity on an implementation or managed services
engagement
Experience leading or mentoring a development team of 3 individuals
Technical Skills
ServiceNow server-side development: Business Rules Script Includes REST API integrations Scheduled Jobs
ServiceNow client-side development: Client Scripts UI Policies UI Actions GlideForm/GlideAjax
Flow Designer and Integration Hub (spoke development or configuration)
CMDB fundamentals: Discovery IRE rules CI class hierarchy CSDM alignment
Reporting: Performance Analytics dashboards scheduled reports
ServiceNow upgrade processes update set management and instance cloning practices
ITSM process knowledge aligned to ITIL v3 or ITIL 4 framework.
Certifications
ServiceNow Certified System Administrator (CSA) Required
ServiceNow Certified Application Developer (CAD) Required
ServiceNow Certified Implementation Specialist ITSM (CIS-ITSM) Required
Additional CIS certifications (Discovery HRSD etc.) Preferred
ITIL 4 Foundation Preferred
Preferred:
Experience on Health Care or critical infrastructure sector ServiceNow engagements
About Company
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