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Weare seeking an experienced ServiceNow expert to lead the design, development,and operational ownership of our ServiceNow platform. This role is ideal for ahighly skilled technical professional who excels at solving complex challenges,driving automation, and ensuring the platform aligns with business objectives,ITIL processes, and organizational best practices. The successful candidatewill partner closely with IT and business stakeholders to deliver efficient,secure, and scalable digital workflows.
Key Responsibilities
Platform Architecture &Administration
Own configuration, maintenance, and optimization of ServiceNow core modules: Incident, Problem, Change, Request/Service Catalog, Knowledge, CMDB, Discovery, and Asset Management.
Manage update sets, source control, environment strategy, and release deployments across Dev/Test/Prod.
Oversee platform governance, enforce standards, and lead platform roadmap discussions.
Custom Development &Automation
Design and implement advanced workflows, custom applications, client/server scripts, and Flow Designer automations.
Develop high‑quality, scalable scripts using JavaScript and Glide APIs.
Extend platform capabilities through IntegrationHub and scripted REST/SOAP APIs.
Integrations & DataExchange
Architect, build, and maintain secure integrations with enterprise systems (REST/SOAP, OAuth, MID Server).
Support integrations with device‑management, identity, and infrastructure systems (e.g., Intune, Workspace ONE, vendor ticketing connectors).
CMDB, Discovery & AssetManagement
Lead CMDB data modeling, reconciliation, normalization, and CI lifecycle improvements.
Maintain and tune Discovery schedules, probes, patterns, and classification logic.
Support SAM/HAM processes, job runs, and data quality initiatives.
Platform Security &Compliance
Implement and maintain RBAC, access controls, audit logging, and platform security standards.
Ensure compliance with organizational and regulatory requirements.
Upgrades, Reliability &Observability
Plan and execute upgrades, patches, and hotfixes with minimal business disruption.
Maintain Performance Analytics indicators, collections, and dashboards.
Monitor platform health and proactively resolve performance issues.
Documentation, Enablement& Leadership
Produce technical design documents, runbooks, and admin/user guides.
Mentor junior team members and provide SME‑level guidance to project and operations teams.
Conduct training sessions for engineers, Service Desk, and business stakeholders.
Required Qualifications
· 7+ years of hands‑on ServiceNow developmentand administration experience.
· Expert knowledge of ITIL‑based ITSMprocesses.
· Advanced proficiency in JavaScript, GlideAPI, Flow Designer, IntegrationHub, and ServiceNow Studio.
· Strong background integrating ServiceNow withenterprise systems via REST/SOAP APIs.
· Proven experience leading platform‑levelinitiatives and technical decision‑making.
· Excellent analytical, debugging, and problem‑solvingskills.
Preferred Qualifications
· ServiceNow CSA plus one or more CIScertifications (ITSM, ITOM, HRSD, SAM/HAM, or Discovery).
· Experience with:
·Service Operations Workspace
·CMDB/Discovery/Service Mapping
·Performance Analytics
·SAM/HAM job configuration and optimization
·Intune or Workspace ONE integrations
· Familiarity with Agile/Scrum methodologiesand CI/CD for ServiceNow.
· Experience in complex, distributed, or public‑sectorenvironments.
Soft Skills
· Exceptional communication andpresentation skills.
· Ability to partner effectivelywith business leaders, engineers, and vendors.
· Strong organization andprioritization skills; capable of managing multiple initiatives simultaneously.
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