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Skills

(AUTOMATION) AND (CATALOG) AND (" CHANGE MANAGEMENT") AND (CMDB) AND (DISCOVERY) AND (" FORM CONFIGURATION") AND (FRESHSERVICE) AND (FRESHWORKS) AND (" INCIDENT MANAGEMENT") AND (" INTEGRATION HUB") AND (ITSM) AND (" KNOWLEDGE MANAGEMENT") AND (ORCHESTRATION) AND (" PROBLEM MANAGEMENT") AND (" REQUEST MANAGEMENT") AND (" SERVICE CATALOG") AND (" SERVICE MAPPING") AND (SERVICENOW) AND (" SERVICENOW SCRIPTING") AND (" WORKFLOW DESIGN")

(AUTOMATION) AND (CATALOG) AND (" CHANGE MANAGEMENT") AND (CMDB) AND (DISCOVERY) AND (" FORM CONFIGURATION") AND (FRESHSERVICE) AND (FRESHWORKS) AND (" INCIDENT MANAGEMENT") AND (" INTEGRATION HUB") AND (ITSM) AND (" KNOWLEDGE MANAGEMENT") AND (ORCHESTRATION) AND (" PROBLEM MANAGEMENT") AND (" REQUEST MANAGEMENT") AND (" SERVICE CATALOG") AND (" SERVICE MAPPING") AND (SERVICENOW) AND (" SERVICENOW SCRIPTING") AND (" WORKFLOW DESIGN")

Summary

Job Title: ITSM ServiceNow Technical Lead

Location: Sunnyvale, CA (X Days Onsite)

Job Type: Contract

Experience: 10+ years

Job Overview

Key Responsibilities

Assess current-state Freshworks configurations, workflows, and integrations; design scalable ServiceNow solutions aligned with enterprise standards.
Define transition architecture, technical design decisions, and long-term platform sustainability approach.
Partner with process owners to redesign service management workflows during the transition.
Drive CMDB and data quality alignment for improved operational visibility and reporting.
Support data migration planning for ticket history, knowledge content, catalog items, and configuration data.
Define and support technical testing strategy: unit testing, SIT, and UAT.
Plan and support cutover, go-live readiness, hypercare, and post-transition remediation.
Communicate technical risks, dependencies, and progress to technical and non-technical stakeholders.

Required Skills

X+ years of experience in enterprise service management platforms or ServiceNow administration/development.
Strong hands-on ServiceNow ITSM experience: workflow design, scripting, form & catalog configuration, integrations.
Experience leading platform transitions, tool consolidations, or migration programs.
Strong ITIL-aligned process knowledge: Incident, Problem, Change, Request, Knowledge, Configuration Management.
Excellent analytical, documentation, troubleshooting, and stakeholder management skills.
Bachelor's degree in Information Technology, Computer Science, or related field.

Preferred Skills

ServiceNow Certified System Administrator or Certified Application Developer.
Experience with ServiceNow CMDB, Discovery, Service Mapping, Integration Hub, or orchestration capabilities.
Freshworks or Freshservice administration/configuration experience.
Familiarity with change enablement, release planning, and adoption support in enterprise transitions.
Experience in regulated or global enterprise environments.

Location & Work Model

Sunnyvale, CA — X days onsite. Local candidates preferred; non-locals willing to relocate are welcome. Face-to-face interview may be required.

Engagement Details

Contract engagement. Immediate start. Apply with your updated resume to be considered.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10113809
Position Id: 109826-1090-
Posted 4 days ago

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ITSM ServiceNow Technical Lead

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