Overview
The ServiceNow Technical Lead is responsible for delivering end-to-end automated solutions on the ServiceNow platform, including technical implementation of core systems and applications. This role involves architecting, developing, and integrating ServiceNow solutions, ensuring alignment with ITIL processes and Agile methodologies. The ideal candidate will have deep technical expertise in ServiceNow modules, strong problem-solving skills, and the ability to manage multiple projects while providing exceptional customer service.
Responsibilities
- Deliver end-to-end automated solutions using the ServiceNow platform, including technical implementation of core systems and applications.
- Provide expert knowledge and support within the ITOM Suite and CMDB.
- Implement and manage ServiceNow ITOM offerings such as Event Management, Discovery, Service Mapping, and Orchestration.
- Work with OMT, Flow Designer, and Widgets for automation and customization.
- Architect and convert customer legacy solutions into ServiceNow.
- Implement ITIL processes, workflow customization, ticketing, process automation, reporting, dashboard creation, and system configurations.
- Apply Agile development practices for platform and application customizations.
- Organize and prioritize development efforts, interface with vendors and management, and coordinate additional administrators when needed.
- Ensure proper integration with other systems by considering dependencies and relationships.
- Manage tasks assigned via stories and assist junior analysts throughout project lifecycles.
- Communicate professionally and effectively with business professionals and clients.
- Perform system integration using web services and web-based technologies (XML, HTML, AJAX, CSS, HTTP, REST/SOAP).
- Manage multiple projects concurrently with flexibility and attention to detail.
- Provide guidance on ITIL concepts and IT Service Management practices.
- Work independently and deliver solutions based on written requirements.
Requirements
Primary Skills:
- Deep functional and technical knowledge of ServiceNow platform, including navigation, administration, configuration, and scripting.
- Strong understanding of ITOM Suite, CMDB, and related offerings.
- Experience with Event Management, Discovery, Service Mapping, Orchestration, OMT, Flow Designer, Widgets.
- Knowledge of ITIL concepts (ITIL v3 certification preferred).
- Experience with Agile methodologies (SCRUM experience a plus).
- Strong problem-solving ability and attention to detail.
- Excellent communication skills (verbal and written).
Secondary Skills:
- Experience with ServiceNow modules: ITSM, ITAM, CSM, ITOM, IRM, CMDB.
- Understanding of project delivery lifecycle and processes.
- Practical experience in creating or modifying CSM, ITSM, ITAM, ITOM, IRM components.
- Exposure to cloud technologies and SaaS environments.
- Proven experience implementing ITSM tools and ITIL processes (Incident, Service Request, Problem, Change, Configuration Management).
- Strong interpersonal skills and consultative approach.
