ITSM Technical Lead

Job Summary

We are seeking an experienced ITSM Technical Lead to drive the design, build, and scaling of IT Service Management capabilities across the organization. This role will lead the technical implementation of ITSM platforms, with flexibility to either leverage enterprise tools (ServiceNow, SysAid, BMC Helix) or build a custom ITSM solution aligned to business needs.

This is a hands-on leadership role in a build environment, requiring ownership of platform architecture, workflows, integrations, CMDB design, and asset management frameworks from the ground up.

Key Responsibilities

1. ITSM Platform Strategy & Build (COTS + Custom)

• Lead the end-to-end technical build of ITSM capabilities, including:
• Implementation of ServiceNow / SysAid / BMC Helix, OR
• Design and development of a custom-built ITSM platform.
• Define platform architecture, data models, workflows, and integration patterns.
• Evaluate build vs buy decisions and recommend the optimal approach based on scalability, cost, and business requirements.
• Establish development standards, environments, and release management practices.

2. Workflow Design & Automation

• Design and implement ITIL-aligned workflows including Incident, Problem, Change, Request, and Knowledge.
• Build automation for ticket routing, approvals, SLA tracking, and resolution workflows.
• Enable self-service portals, service catalogs, and automated fulfillment mechanisms.
• For custom platforms, design microservices/APIs, backend logic, and UI workflows as required.

3. CMDB & Configuration Management Implementation

• Design and implement CMDB architecture, including CI classes, relationships, and service hierarchies.
• Define data ingestion, discovery, reconciliation, and normalization strategies.
• Build or integrate discovery and service mapping capabilities.
• Ensure CMDB supports incident, change, and problem impact analysis.

4. IT Asset Management (ITAM) Implementation

• Implement end-to-end asset lifecycle workflows (procurement, onboarding, tracking, retirement).
• Align asset data with CMDB for operational and financial accuracy.
• Build or configure software asset management (SAM) capabilities for license tracking and compliance.
• Enable reporting on asset utilization, lifecycle, and cost optimization.

5. Integrations & Platform Ecosystem

• Design and implement integrations with:
• Monitoring tools (SolarWinds, SCOM, etc.)
• Identity systems (Active Directory, Azure AD)
• Cloud platforms (Azure, AWS)
• Endpoint and infrastructure systems
• For custom builds, define API frameworks, event-driven architecture, and data exchange models.

6. Reporting & Data Architecture

• Enable reporting and analytics capabilities for:
• SLA performance, MTTR
• Change success rates
• CMDB data quality
• Asset lifecycle metrics
• Integrate with Power BI or equivalent analytics tools.
• Ensure platform supports scalable and accurate data models for reporting.

7. Technical Leadership & Governance

• Act as the technical authority for ITSM platform architecture and implementation.
• Mentor engineers and developers across ITSM, CMDB, and ITAM domains.
• Define and enforce coding standards, documentation practices, and governance models.
• Support security, audit, and compliance requirements within the platform.

8. Continuous Improvement & Platform Evolution

• Drive transition from initial build to scalable, stable operations.
• Introduce automation, AI-driven service management, and predictive analytics.
• Continuously refine platform performance, usability, and process alignment.

Required Skills & Experience

Must-Have

• 6+ years of experience in ITSM platform implementation, development, or architecture.
• Strong hands-on experience with ServiceNow or equivalent ITSM tools, OR experience in building custom enterprise platforms.
• Deep understanding of ITIL processes and how they translate into system design.
• Proven experience in CMDB architecture, service mapping, and data governance.
• Experience implementing IT Asset Management (ITAM/SAM) frameworks.
• Strong experience with workflow engines, scripting, APIs, and system integrations.

Good-to-Have

• Experience designing or working with custom platforms using JavaScript, Python, Java, or low-code platforms.
• Familiarity with microservices architecture, REST APIs, and event-driven systems.
• Experience with ServiceNow Discovery, Service Mapping, and ITAM modules.
• Exposure to cloud environments (Azure/AWS) and hybrid infrastructure.
• Experience working in a GCC or vendor transition environment.

Certifications (Preferred)

• ServiceNow Certified System Administrator / Implementation Specialist
• ITIL v4 Foundation or higher
• Relevant certifications in cloud, architecture, or software development

Education

• Bachelor's degree in Information Technology, Computer Science, or related field