ServiceNow ITSM Technical Lead in United States at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a ServiceNow ITSM Technical Lead based in the United States.

As a ServiceNow ITSM Technical Lead, you will play a pivotal role in driving the design, implementation, and optimization of enterprise ServiceNow solutions that support critical IT service management operations. This position combines hands-on technical expertise with leadership responsibilities, offering the opportunity to shape platform architecture, guide development teams, and deliver scalable solutions aligned with business objectives. You will collaborate with stakeholders across multiple functions to enhance IT processes, improve service delivery, and support digital transformation initiatives. Working in a dynamic and fast-paced environment, you will leverage modern ServiceNow capabilities to solve complex challenges while ensuring platform performance, governance, and compliance. This role is ideal for an experienced ServiceNow professional who enjoys both technical problem-solving and strategic leadership.

• Lead the end-to-end design, configuration, implementation, and enhancement of ServiceNow ITSM modules, including Incident, Problem, Change, Request, Knowledge Management, and CMDB.
• Serve as the technical lead for ServiceNow platform initiatives, including new implementations, enhancements, upgrades, and ongoing production support.
• Design and develop workflows, Flow Designer solutions, business rules, client scripts, UI policies, script includes, and platform customizations.
• Collaborate closely with business and technical stakeholders to gather requirements and translate them into scalable, maintainable ServiceNow solutions.
• Define technical architecture standards and guide platform design decisions to ensure alignment with enterprise technology strategies.
• Develop and support integrations with external applications using REST APIs, SOAP services, and MID Server technologies.
• Maintain CMDB integrity and promote configuration management best practices across the platform.
• Troubleshoot complex technical issues, perform root cause analysis, and implement effective solutions.
• Provide mentorship, technical guidance, and best-practice recommendations to ServiceNow developers and administrators.
• Participate in governance activities, release management, change control processes, and platform optimization initiatives.
• Ensure adherence to ITIL frameworks, ServiceNow development standards, and organizational compliance requirements.

• 7–12+ years of overall IT experience, including at least 5 years of hands-on ServiceNow development and implementation experience.
• Strong expertise across the ServiceNow ITSM suite, including Incident, Problem, Change, Request, Knowledge Management, and CMDB modules.
• Extensive experience designing and implementing workflows using Flow Designer and traditional workflow capabilities.
• Hands-on experience developing Business Rules, Client Scripts, Script Includes, UI Policies, and other platform customizations.
• Proven experience integrating ServiceNow with external systems using REST APIs, SOAP services, and MID Server.
• Strong understanding of ITIL principles, IT service management processes, and enterprise IT operations.
• Experience working with CMDB, Discovery, and Service Mapping solutions is highly preferred.
• Proficiency in JavaScript and ServiceNow server-side and client-side scripting.
• Experience performing ServiceNow upgrades, platform optimization, and performance tuning activities.
• Strong analytical, troubleshooting, problem-solving, and communication skills.
• Ability to lead technical discussions, influence architectural decisions, and collaborate effectively with stakeholders at all levels.
• Experience working within Agile or Scrum delivery environments.
• Exposure to Service Portal, Virtual Agent, Performance Analytics, or other advanced ServiceNow capabilities is considered an advantage.
• Experience operating within large enterprise or multi-vendor environments is preferred.

• Opportunity to lead high-impact ServiceNow transformation and optimization initiatives.
• Exposure to enterprise-scale IT service management environments and modern digital workflows.
• Collaborative and innovative work environment focused on technology excellence.
• Career growth opportunities through technical leadership and architecture responsibilities.
• Hands-on experience with advanced ServiceNow modules, integrations, and platform capabilities.
• Engagement with cross-functional teams and strategic stakeholders across the organization.
• Competitive compensation package aligned with experience and expertise.