1. ITSM Solution Design & Delivery :

- Lead the design, configuration, and enhancement of ITSM modules including Incident, Problem, Change, Knowledge, and Service Catalog.

- Drive creation and optimization of Service Catalog items, request workflows, and service request automation.

- Architect and implement Flow Designer flows, workflows, and process automation across ITSM.

- Translate complex business requirements into scalable technical designs.

- Ensure all solutions follow ServiceNow and ITIL best practices.

2. Platform Governance & Best Practices :

- Define and enforce ServiceNow development standards, coding guidelines, and governance controls.

- Review and approve technical designs, scripts, ACLs, flows, and catalog solutions.

- Lead platform optimization initiatives including performance improvements, cleanup, and upgrade readiness.

- Maintain compliance with organizational ITSM governance and audit requirements.

3. SLA, AWA, and Experience Management :

- Lead configuration and optimization of SLA definitions, workflow-based SLAs, and reporting.

- Oversee setup and fine-tuning of Advanced Work Assignment (AWA) for intelligent work routing.

Mandatory skills :

- Strong expertise in ITSM modules (Incident, Problem, Change, Knowledge, Service Catalog) and process knowledge.

- Proficiency in Flow Designer, workflow automations, and Service Catalog development.

- Solid understanding of ITIL processes and service management best practices.

- Excellent stakeholder and client management skills.

- Experience configuring SLA, Advanced Work Assignment (AWA), Walk-Up Experience, and Digital Portfolio Management.

- Hands-on experience in Scrum/Agile delivery environments.

- UI Builder customization and workspace design experience.

- Strong understanding of ServiceNow best practices and platform governance.

- Experience with Import Sets, Transform Maps, and data management.

- Working knowledge of ACLs and platform security.