Education Qualification Bachelor s degree diploma in computer science or information technology or equivalent Skills Primary - Behavioral Aptitude Good analytical skills ability to under biz outcomes and find ways to deliver 3 - Experienced Primary - Technology Service Management 5 - Expert Secondary - Behavioral Communication Strong communication skills 3 - Experienced Secondary - Technology Documentation Experience in good quality documentation 3 - Experienced Tertiary - Behavioral Execution excellence Drive high quality in all aspects of work activities 3 - Experienced Tertiary - Behavioral Time management Adapt at managing time to deliver on commitments and improvise to find ways to fast track 3 - Experienced Tertiary - Behavioral Collaboration Ability to collaborate with multiple stakeholders for deliverables 3 - Experienced Certification Technology ServiceNow certification s such as Certified Implementation Specialist CIS in IT Service Management or equivalent and ITIL Certified Mandatory The ServiceNow ITSM Lead is a pivotal role responsible for overseeing the implementation maintenance and continuous improvement of the ServiceNow IT Service Management ITSM platform within the organization The ITSM Lead plays a crucial role in enhancing IT processes optimizing service delivery and ensuring effective incident problem change and request management Responsibilities Platform Implementation and Management Lead the end-to-end implementation of the ServiceNow ITSM platform including requirement gathering design configuration and customization Collaborate with cross-functional teams to ensure successful integration of the ITSM platform with existing tools systems and processes Configure and customize workflows forms fields notifications and automation within the ServiceNow platform Process Improvement Analyze and assess current ITSM processes to identify gaps bottlenecks and areas for improvement Develop and implement best-practice ITIL processes within the ServiceNow ITSM framework Continuously monitor and evaluate ITSM processes making recommendations for optimization and efficiency gains Incident Problem Change and Request Management Define and maintain incident problem change and request management processes and workflows Ensure timely and effective handling of incidents problems changes and service requests adhering to defined SLAs and OLAs Provide guidance and support to the IT support team for complex incidents problems and changes Service Catalog and Portal Management Design and manage the service catalog defining service offerings and service request workflows Create and maintain an intuitive and user-friendly self-service portal for end-users to submit service requests and access information Reporting and Analytics Develop and generate regular and ad-hoc reports and dashboards to monitor ITSM performance key metrics and KPIs Provide data-driven insights to stakeholders for informed decision-making and continuous improvement Stakeholder Collaboration Collaborate with internal and external stakeholders including IT teams business units and vendors to gather requirements and ensure alignment of ITSM initiatives with business needs Training and Documentation Develop training materials and conduct training sessions to educate end-users IT staff and stakeholders on ITSM processes and the ServiceNow platform Maintain thorough documentation of ITSM processes workflows configurations and changes Leadership and Team Management Lead and mentor a team of ServiceNow administrators analysts and support staff Provide guidance performance feedback and support for professional development Proficiency in JavaScript Glide scripting AngularJS REST API SOAP and integration techniques Location India - Bengaluru Created On 18-Nov-2025