ServiceNow - Lead

As a ServiceNow - Lead, you will design, develop, and support ServiceNow ITSM solutions that drive efficient service management and digital transformation throughout the organization. Working closely with business stakeholders, service owners, and cross-functional teams, you will deliver scalable ServiceNow solutions, improve IT operations, and maintain platform stability, performance, and governance. This role provides the opportunity to work on enterprise ServiceNow implementations, integrations, and process automation initiatives, while actively contributing to continuous service improvement.

Responsibilities: -

• Own the architecture, technical design, development, and implementation of additional ServiceNow ITOM features.
• Design and implement capabilities across Event Management, AIOps, Service Mapping, Certificate Management, Health Log Analytics, Metric Intelligence, and automated remediation.
• Work hands-on with configuration, scripting, integration development, testing, debugging, deployment, and resolution of production issues.
• Configure event ingestion, normalization, filtering, deduplication, correlation, prioritization, service impact, and automated remediation.
• Build and enhance event rules, management rules, correlation rules, service models, operational dashboards, flows, subflows, and remediation workflows.
• Develop custom scripts, Script Includes, Business Rules, Flow Designer actions, Scripted REST APIs, Import Sets, Service Graph Connectors and Transform Maps.
• Integrate ServiceNow with monitoring, observability, infrastructure, cloud, network, and automation platforms using APIs, IntegrationHub, webhooks, and MID Servers.
• Create proofs of concept and prototypes to validate complex ITOM capabilities and integration approaches.
• Troubleshoot issues related to event ingestion, correlation, service impact, data mapping, integrations, workflows, and platform performance.
• Ensure new ITOM features align with existing CMDB, CSDM, ITSM processes, security model, platform standards, and performance requirements.
• Perform code reviews and promote secure, reusable, maintainable, high-performing, and upgrade-safe development practices.
• Support upgrades, regression testing, deployments, and production stabilization for newly implemented ITOM features.
• Lead technical workshops, mentor developers, and act as the escalation point for complex ITOM and integration issues.
• Proactively identify opportunities to expand ITOM capabilities and enhance operational efficiency.

Experience: -

• 7+ years of overall IT experience, including 5+ years of ServiceNow experience.
• 5+ years in a ServiceNow ITOM Architect, Solution Architect, or senior technical leadership role.
• Significant and proven hands-on experience designing and implementing enterprise-scale ServiceNow ITOM and CMDB solutions.
• Proven experience extending ITOM functionality in complex, highly integrated, and customized ServiceNow environments.

Location: -

• Hyderabad

Educational Qualifications: -

• BE/BTech/ME/MTech/MCA/MSc.
• ServiceNow CSA (Certified System Administrator) preferred.
• ServiceNow CAD (Certified Application Developer) and CIS-ITSM certifications are an added advantage.
• ITIL Foundation Certification preferred
• Safe/Agile Certifications preferred

Skills: -

Mandatory Technical Skills: -

• Strong experience as a technically hands-on ServiceNow ITOM Architect across end-to-end implementations.
• Deep knowledge of Event and Management, including event normalization, deduplication, correlation, Service Mapping, service visibility, AIOps, Certificate Management, Health Log Analytics, Metric Intelligence, and automated remediation.
• Advanced ServiceNow development expertise using JavaScript, Glide APIs, Business Rules, Script Includes, Flow Designer, subflows, custom actions, Scripted REST APIs, IntegrationHub, Import Sets, Transform Maps, scheduled jobs, and asynchronous processing.
• Hands-on experience configuring event rules, management rules, correlation rules, service-impact calculations, dashboards, and remediation workflows.
• Strong understanding of CMDB, CSDM, CI relationships, application services, and service models.
• Strong integration experience with REST, SOAP, IntegrationHub, APIs, webhooks, MID Servers, OAuth, and certificate-based authentication.
• Ability and flexibility to independently code, configure, test, troubleshoot, optimize, and deploy complex ITOM solutions.
• Strong troubleshooting experience across event ingestion, data transformation, correlation, service impact, integrations, flows, and performance.
• Thorough knowledge of cloud operations across Azure, AWS, or Google Cloud.
• Strong experience integrating monitoring tools such as Splunk, Dynatrace, Solar winds, Nagios.
• Experience designing secure, scalable, reusable, high-performing, and upgrade-safe solutions.
• Strong technical leadership, stakeholder management, communication, mentoring, and documentation skills.
• Proactive, self-driven, initiative-oriented, and accountable for end-to-end technical outcomes.

Good to Have Skills: -

• Experience with AIOps, anomaly detection, noise reduction, predictive operations, root-cause analysis, and automated remediation.
• Experience integrating ITOM with Incident, Major Incident, Problem, Change, and Knowledge Management.
• Understanding of Kubernetes, Docker, microservices, serverless applications, and modern observability practices.
• Hands-on experience with PowerShell, Python, Ansible, Terraform, or similar automation technologies.
• Knowledge of Service Reliability Management, Cloud Accelerate, Operational Technology Management, or related ServiceNow capabilities.
• Experience with Performance Analytics, Process Optimization, Predictive Intelligence, or Now Assist.
• Familiarity with Automated Test Framework, source control, CI/CD, and ServiceNow deployment governance.
• Relevant certifications such as ServiceNow CSA, CAD, CIS-Event Management, CTA/CMA certifications.