ServiceNow ITSM Lead | W2 Only | On-site Role |

KEY RESPONSIBILITIES

Technical Development/Knowledge & ServiceNow Platform Ownership Design, configure, and develop ServiceNow ITSM solutions across Incident, Problem, Change, Request, and Service Catalog modules Build and maintain integrations with third‑party tools (monitoring platforms, identity management, CMDB data sources) using REST APIs, IntegrationHub, and MID Server Develop and maintain CMDB Discovery configurations, IRE identification rules, and data quality governance processes Author scripted components including Business Rules, Script Includes, Client Scripts, UI Policies, Flow Designer flows, and Scheduled Jobs Own technical design documentation including solution design records, data flow diagrams, and integration specifications Conduct peer code reviews, enforce development best practices, and maintain upgrade‑safe customization standards Build and maintain reporting dashboards, Performance Analytics indicators, and ITSM metric frameworks Team Leadership Lead and coordinate a delivery team of 3–6 ServiceNow developers and configuration analysts Assign and prioritize work across sprint cycles in alignment with the Platform Owner Mentor junior team members on ServiceNow platform development standards and ITSM process design Facilitate daily stand‑ups, sprint planning, and retrospectives, own technical risk identification within the team Escalate blockers and coordinate with offshore team members where applicable Client Engagement Serve as the primary technical point of contact for the client ITSM and CMDB stakeholders Lead requirements discovery sessions, process workshops, and design reviews with client process owners Present sprint demos, solution walkthroughs, and status updates to client leadership

REQUIRED QUALIFICATIONS

Experience 5–8 years of hands‑on ServiceNow development and configuration experience Demonstrable delivery experience across at minimum three of: Incident Management, Problem Management, Change Management, Service Catalog, CMDB/Discovery, Integrations, or Reporting/PA Prior experience in a client‑facing or technical lead capacity on an implementation or managed services engagement Experience leading or mentoring a development team of 3+ individuals Technical Skills ServiceNow server‑side development: Business Rules, Script Includes, REST API integrations, Scheduled Jobs ServiceNow client‑side development: Client Scripts, UI Policies, UI Actions, GlideForm/GlideAjax Flow Designer and Integration Hub (spoke development or configuration) CMDB fundamentals: Discovery, IRE rules, CI class hierarchy, CSDM alignment Reporting: Performance Analytics, dashboards, scheduled reports ServiceNow upgrade processes, update set management, and instance cloning practices ITSM process knowledge aligned to ITIL v3 or ITIL 4 framework. Certifications ServiceNow Certified System Administrator (CSA) — Required ServiceNow Certified Application Developer (CAD) — Required ServiceNow Certified Implementation Specialist — ITSM (CIS‑ITSM) — Required Additional CIS certifications (Discovery, HRSD, etc.) — Preferred ITIL 4 Foundation — Preferred Preferred Experience on Health Care, or critical infrastructure sector ServiceNow engagements #J-18808-Ljbffr Xlysi LLC.