ServiceNow Technical Lead – 25-04260

Key Responsibilities:

1. Leadership and Coordination:

o Act as the primary point of contact for the onshore client team.

o Coordinate and collaborate effectively with offshore delivery teams to ensure seamless project execution.

o Provide thought leadership and strategic guidance to the client on ServiceNow best practices and solutions.





2. Technical Expertise:

o Design, develop, and implement solutions on the ServiceNow platform, with a specific focus on Configuration Management Database (CMDB) and related modules.

o Lead efforts to configure, maintain, and optimize the CMDB, ensuring data accuracy, completeness, and compliance with governance standards.

o Guide and perform ServiceNow upgrades, including testing, validation, and deployment of new platform releases.

o Collaborate with teams to develop workflows, automation, and integrations tailored to client requirements.



3. CMDB and Discovery:

o Oversee and manage Discovery and Service Mapping activities to maintain accurate and up-to-date CI data.

o Define and implement reconciliation rules, CI classes, and data models to align with business needs.

o Troubleshoot and resolve CMDB issues, ensuring alignment with ITIL standards.



4. Project Management:

o Lead ServiceNow implementation and enhancement projects, ensuring timely delivery and adherence to quality standards.

o Prepare and present project updates, roadmaps, and status reports to client stakeholders.

o Manage risk, dependencies, and issues while proactively identifying opportunities for improvement.



5. Stakeholder Management:

o Build and maintain strong relationships with client stakeholders, understanding their needs and translating them into actionable deliverables.

o Provide training, knowledge transfer, and guidance to client and offshore teams on ServiceNow best practices.



6. Governance and Compliance:

o Establish and enforce governance frameworks for CMDB and platform usage.

o Ensure adherence to security, compliance, and regulatory standards

Required qualifications to be successful in this role:

What you'll bring

Key Qualifications:

• Experience:

o 8+ years of experience in ServiceNow development, implementation, and administration.

o Proven track record in managing CMDB, Discovery, and Service Mapping activities.

o Significant experience in ServiceNow upgrade activities and platform maintenance.



• Technical Skills:

o Proficiency in scripting languages (JavaScript, Glide scripting).

o Expertise in ServiceNow modules: CMDB, IT Service Management (ITSM), IT Operations Management (ITOM) -- Discovery, Service Mapping.

o Knowledge of integration methods (REST/SOAP APIs, MID Server configurations).

o Familiarity with ServiceNow reporting and dashboard creation.



• Leadership Skills:

o Experience in leading teams across onshore and offshore locations.

o Strong communication, stakeholder management, and presentation skills.



Preferred Qualifications:

• ServiceNow certifications: Certified System Administrator (CSA), Certified Implementation Specialist (CIS) in CMDB, ITOM, or other relevant areas



• Education: Bachelor's degree in computer science, Information Technology, or a related field.