ServiceNow Technical Lead - ITSM, ITOM, CMDB & SecOps

Technical Lead – ServiceNow ITSM, ITOM, CMDB & SecOps

10-15 Years

Roles and Responsibilities:

The person will be responsible for leading ServiceNow technical delivery and application management, with expert-level hands-on ownership across ITSM, ITOM, CMDB, SecOps and related platform capabilities. The role requires strong technical leadership, platform configuration and customization expertise, integration delivery, CMDB/Discovery support, release governance, production issue resolution and coordination with architects, customer stakeholders, offshore teams and vendor support.

Key Accountabilities:

• Lead day-to-day technical delivery and support for ServiceNow ITSM, ITOM, CMDB, SecOps and related platform capabilities.

• Translate business requirements, incidents, service requests, problem records and change requests into technical tasks, solution designs and delivery plans.

• Configure and enhance ServiceNow ITSM processes such as incident, problem, change, request, knowledge, service catalog, SLA, major incident and reporting capabilities.

• Lead technical implementation for ITOM capabilities such as Discovery, Service Mapping, event integrations, service health and operational visibility as applicable.

• Support CMDB governance and data quality by working on CI classes, relationships, reconciliation, identification rules, data certification and integrations with upstream/downstream systems.

• Provide technical support for SecOps capabilities such as security incident response, vulnerability response, remediation workflows and integrations where applicable.

• Design, develop and review ServiceNow configurations, scripts, Flow Designer flows, workflows, business rules, script includes, client scripts, UI policies, ACLs and scheduled jobs.

• Lead integrations using REST/SOAP APIs, IntegrationHub, MID Server, event sources, monitoring/security tools and enterprise application interfaces.

• Guide developers and administrators on platform best practices, code/configuration quality, peer reviews, testing, deployment and operational documentation.

• Troubleshoot platform, integration, workflow, CMDB, Discovery, service mapping, performance and access/security issues, and drive root cause analysis and permanent fixes.

• Participate in release planning, change implementation, upgrade validation, Automated Test Framework execution and post-production support.

• Prepare and maintain technical design documents, SOPs, runbooks, deployment guides, release notes, knowledge articles and support handover documents.

Experience Required:

• Good communication skills with ability to work with customer stakeholders, solution architects, service owners, technical leads, developers and support teams.

• Minimum 10-15 years of IT experience with strong ServiceNow technical delivery, development, enhancement and managed services support experience.

• Expert-level hands-on experience across ServiceNow ITSM, ITOM, CMDB and SecOps modules with ability to lead technical delivery independently.

• Strong ServiceNow platform development/configuration experience including scripting, business rules, script includes, client scripts, UI policies, ACLs, Flow Designer and Workflow.

• Experience in ITSM process implementation and support including incident, problem, change, request, catalog, knowledge, SLA, reporting and service operations workflows.

• Experience with ITOM capabilities such as Discovery, Service Mapping, Event Management/AIOps, service health and operational visibility is preferred.

• Experience supporting CMDB, CSDM concepts, CI relationships, reconciliation, data quality, data imports and integration-driven CMDB updates.

• Experience with SecOps capabilities such as security incident response, vulnerability response, security tool integrations and remediation workflows is preferred.

• Strong integration experience using REST/SOAP APIs, IntegrationHub, MID Server, import sets, transform maps and event-based integrations.

• Experience in release management, ServiceNow upgrades, ATF, regression testing, source control, platform health and production support.

• Experience in utility, regulated enterprise, SaaS governance or managed services environments is preferred.

Technical Skills:

• ServiceNow ITSM, ITOM, CMDB, SecOps and platform technical leadership.

• Incident, problem, change, request, service catalog, knowledge, SLA, major incident and operational reporting configuration.

• Discovery, Service Mapping, Event Management / AIOps, CMDB population and operational visibility concepts.

• CSDM, CMDB governance, CI classes, relationships, reconciliation, identification rules, data certification and data quality controls.

• ServiceNow SecOps: security incident response, vulnerability response, remediation workflows and security tool integration awareness.

• ServiceNow scripting: Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions, ACLs, Scheduled Jobs, Flow Designer and Workflow.

• IntegrationHub, MID Server, REST/SOAP APIs, import sets, transform maps, web services and enterprise integration patterns.

• Service Portal / Workspace / UI Builder awareness, roles/groups, ACLs, platform security and user access troubleshooting.

• Automated Test Framework, upgrade validation, platform health, performance tuning, release management and technical debt remediation.

• ITIL, Agile delivery, DevOps integrations, Jira/Azure DevOps/Git awareness and managed services operations.