Chennai, Tamil Nadu
Job Summary
We are seeking an experienced ServiceNow Platform Lead with over 10 years of IT experience and strong expertise in the ServiceNow platform, particularly in ITSM, CSM, and ITOM modules. The ideal candidate will be responsible for leading ServiceNow platform strategy, architecture, implementation, governance, and continuous improvement initiatives across the organization.
The role requires strong leadership skills, stakeholder management, technical expertise, and experience delivering enterprise-scale ServiceNow solutions.
Key Responsibilities
Platform Leadership
Lead the overall ServiceNow platform strategy, roadmap, and governance.
Define architectural standards, development best practices, and platform operating models.
Drive platform modernization and digital transformation initiatives.
Ensure platform scalability, performance, security, and compliance.
ServiceNow ITSM
Lead implementation and enhancement of ITSM modules including:
Incident Management
Problem Management
Change Management
Request Management
Service Catalog
Knowledge Management
Optimize IT service delivery processes and workflows.
Ensure alignment with ITIL best practices.
ServiceNow CSM
Design and implement Customer Service Management solutions.
Configure Case Management and Customer Workflows.
Improve customer service operations and service experience.
Collaborate with business stakeholders to enhance customer engagement processes.
ServiceNow ITOM
Lead ITOM implementations including:
Discovery
Service Mapping
CMDB
Event Management
Operational Intelligence
ITOM Health
Establish CMDB governance and data quality standards.
Improve operational visibility through infrastructure monitoring and automation.
Technical Leadership
Lead ServiceNow developers, administrators, and technical consultants.
Review solution designs and code quality.
Drive automation using Flow Designer, IntegrationHub, and custom applications.
Manage integrations with enterprise systems such as:
Azure AD
LDAP
SAP
Monitoring Tools
Cloud Platforms
Stakeholder Management
Partner with business leaders and IT stakeholders.
Translate business requirements into scalable platform solutions.
Present solution architecture and roadmap to leadership teams.
Manage vendor and customer relationships.
Skill Requirements
Bachelor's Degree in Computer Science, Information Technology, or related field.
10+ years of overall IT experience.
6+ years of hands-on ServiceNow experience.
Experience leading enterprise ServiceNow implementations.
Strong knowledge of ITIL processes and IT Service Management frameworks.
Experience working in Agile/Scrum environments.
Other Requirements
Mandatory
ServiceNow ITSM
ServiceNow CSM
ServiceNow ITOM
CMDB & Discovery
Service Mapping
Event Management
Flow Designer
IntegrationHub
REST/SOAP Integrations
JavaScript
Service Portal
Preferred
HRSD
SPM (Strategic Portfolio Management)
APM
SecOps
ITAM
Cloud Discovery
Performance Analytics
Certification Requirements
Preferred certifications:
ServiceNow Certified System Administrator (CSA)
Certified Application Developer (CAD)
Certified Implementation Specialist (CIS-ITSM)
Certified Implementation Specialist (CIS-CSM)
Certified Implementation Specialist (CIS-ITOM)
ITIL Foundation Certification
Leadership Expectations
Lead and mentor ServiceNow teams.
Drive innovation and automation initiatives.
Provide technical guidance and solution reviews.
Manage project delivery timelines and risks.
Foster collaboration across business and technology teams
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