Service Now Lead

Service Now Lead

Location: India

Position: Full time, remote

Min yoE: 7+(relevant)

Job Description:

Leads ServiceNow administration across modules like ITSM, HRSD, and FSM. Coordinates platform transitions, automations, stakeholder alignment, and metrics reporting.

Tools: ITSM, HRSD, Workplace Service Delivery, Field Service, Flow Designer, EC Pro

Key Responsibilities:

Lead ServiceNow KT, system audits, and configuration governance.

Design and optimize catalog items, forms, and access roles.

Partner with HR, Facilities, and IT on cross-functional workflows.

Identify automation gaps and streamline service delivery.

Track module usage, ticket SLAs, and workflow effectiveness.

Ensure platform readiness for audits and stakeholder updates.

Liaise with vendors for support and roadmap planning.

Qualifications:

5+ years administering the ServiceNow platform across ITSM, HRSD, FSM, Workplace Delivery, and EC Pro.

Deep knowledge of ServiceNow Flow Designer, business rules, client/server scripts, and ACLs.

Proficient in creating and managing catalog items, approval workflows, dynamic forms, and SLAs.

Experience integrating ServiceNow with third-party systems (e.g., identity platforms, facilities systems).

Skilled in metrics setup: ticket volumes, deflection rates, module usage, and SLA performance.

Demonstrated experience leading ServiceNow instance upgrades, patch management, and clone processes.

Familiarity with domain separation, scoped apps, data import/export sets, and UI policies.

Strong in stakeholder engagement: collaborating with HR, IT, and Facilities to define and streamline service workflows.

Proven track record in preparing for audits, managing compliance documentation, and training L1/L2 teams.