Role Summary
We are looking for an experienced ServiceNow ITOM Technical Lead with strong expertise in IT Operations Management (ITOM), Discovery, Service Mapping, Event Management, and CMDB. The ideal candidate will lead end-to-end ServiceNow ITOM implementations, provide technical leadership to development teams, and ensure the successful delivery of scalable, secure, and high-performing ITOM solutions.
You will collaborate with Solution Architects, Infrastructure teams, Business stakeholders, and developers to implement enterprise monitoring, configuration management, and automation solutions while driving CMDB governance and platform optimization.
What will your role look like?
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Lead the end-to-end implementation of ServiceNow ITOM solutions, including Discovery, Service Mapping, Event Management, and CMDB.
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Provide technical leadership throughout the project lifecycle, including solution design, development, testing, deployment, and post-production support.
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Configure and optimize Discovery, MID Servers, Discovery Patterns, and Service Mapping to improve infrastructure visibility and service dependency mapping.
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Establish and maintain CMDB governance, ensuring data quality, integrity, and alignment with CSDM best practices.
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Design and implement integrations with monitoring tools, cloud platforms, and enterprise applications using REST APIs, SOAP APIs, IntegrationHub, and MID Servers.
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Collaborate with business and infrastructure stakeholders to design scalable monitoring, automation, and operational management solutions.
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Develop custom workflows, Flow Designer automations, Business Rules, Client Scripts, Script Includes, and UI Actions where required.
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Support platform upgrades, instance health assessments, performance tuning, and continuous optimization initiatives.
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Conduct technical design reviews, code reviews, and enforce ServiceNow development standards and governance.
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Mentor developers and provide technical guidance to ensure high-quality solution delivery.
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Troubleshoot complex platform issues, perform root cause analysis, and implement preventive improvements.
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Prepare technical documentation, solution designs, and deployment guides.
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Why will you love this role?
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Lead enterprise-scale IT Operations Management transformation programs.
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Work with cutting-edge ServiceNow ITOM capabilities, automation, and cloud technologies.
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Collaborate with experienced architects, infrastructure specialists, and global delivery teams.
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Influence enterprise CMDB strategy and operational excellence initiatives.
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Work on complex digital transformation projects with global customers.
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Enjoy continuous learning, ServiceNow certifications, and strong career growth opportunities.
We would like you to bring along
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8–12 years of overall IT experience with strong hands-on ServiceNow implementation experience.
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Proven experience leading ServiceNow ITOM implementations.
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Strong hands-on expertise in:
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ITOM
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Discovery
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Service Mapping
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Event Management
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CMDB
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Experience configuring MID Servers, Discovery Schedules, Discovery Patterns, and Service Mapping.
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Strong understanding of CMDB governance, CSDM, configuration management, and data quality best practices.
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Experience designing integrations using REST APIs, SOAP APIs, IntegrationHub, and enterprise integration platforms.
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Strong knowledge of ServiceNow scripting, including JavaScript, Business Rules, Client Scripts, Script Includes, UI Policies, Flow Designer, and IntegrationHub.
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Experience leading technical teams, conducting code reviews, and mentoring developers.
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Strong analytical, troubleshooting, and problem-solving skills.
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Excellent communication, stakeholder management, and leadership abilities.
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Experience working in Agile/Scrum delivery environments.
Mandatory Certifications
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ServiceNow Certified System Administrator (CSA)
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ServiceNow Certified Application Developer (CAD)
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ServiceNow Certified Implementation Specialist – ITOM (CIS-ITOM)
Good-to-have skills
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Experience with Cloud Discovery, Cloud Management, AIOps, and Operational Intelligence.
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Exposure to ITSM, ITAM, HAM, SAM, and enterprise asset management.
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Experience with Now Assist, Predictive Intelligence, and AI-powered automation capabilities.
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Knowledge of monitoring tools such as Dynatrace, Splunk, Datadog, SolarWinds, AppDynamics, or similar platforms.
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Experience with Azure, AWS, or Google Cloud infrastructure.
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ITIL Foundation certification and knowledge of DevOps, CI/CD pipelines, and enterprise automation.
