About the Role :

As a ServiceNow Lead/Architect, you will be responsible for designing, developing, and supporting ServiceNow ITAM and ITOM solutions that enable efficient service management and digital transformation across the organization. You will work closely with business stakeholders, service owners, and cross-functional teams to deliver scalable ServiceNow solutions, enhance IT processes, and ensure platform stability, performance, and governance.

Responsibilities :

- Design, configure, and support ServiceNow ITAM, ITOM solutions including Incident Management, Problem Management, Change Management, Service Request Management, and Service Catalog.

- Develop and customize ServiceNow applications using Flow Designer, Business Rules, Client Scripts, UI Policies, Script Includes, and Service Portal.

- Collaborate with business stakeholders to gather requirements, analyze processes, and deliver scalable ServiceNow solutions aligned with business objectives.

- Implement workflow automation and process improvements leveraging ServiceNow platform capabilities.

- Develop and support integrations with external systems using REST APIs, SOAP Web Services, Integration Hub, and MID Server.

- Maintain and enhance CMDB, CSDM framework, and Configuration Item (CI) relationship management.

- Create and manage ServiceNow reports, dashboards, SLA configurations, and operational metrics.

- Support Agile project deliveries, sprint activities, defect management, UAT, and production deployments.

- Troubleshoot platform issues, perform root cause analysis, and ensure timely resolution of incidents and service requests.

- Participate in platform governance, release planning, and ServiceNow best practice implementation.

- Work closely with cross-functional teams to ensure system reliability, compliance, and service excellence.

- Provide technical guidance to junior team members and support knowledge-sharing initiatives.

Technical Skills :

ServiceNow ITAM, ITOM, Incident/Problem/Change Management, Service Request Management, Service Catalog, Flow Designer, Business Rules, Client Scripts, UI Policies, Script Includes, Service Portal, JavaScript, Glide API, ServiceNow Scripting, REST API, SOAP Web Services, Integration Hub, MID Server, CMDB Administration, CSDM, CI Relationship Management, ServiceNow Reporting & Dashboards, SLA Management, ITIL Framework, Jira, Confluence, Agile Delivery, UAT, Defect Management, Production Release Support, Stakeholder Management.