Technical Lead

Experience: 7 to 8 years

Location: Hyderabad, India

Skills: ServiceNow Administration, ITSM modules, Business Rules, Client Scripts, UI Policies, Flow Designer, Workflows, User & Role Management, ACLs, CMDB, Asset Management, ServiceNow upgrades, instance management, REST APIs, SOAP APIs, MID Server, JavaScript, Glide API, ITOM, Discovery, HRSD, CSM, Performance Analytics, Reporting, Service Portal, UI Builder, IntegrationHub, ServiceNow Certified System Administrator, CIS-ITSM

Job Summary
We are looking for an experienced ServiceNow Administrator with 7–8 years of IT experience, including strong hands-on expertise in ServiceNow platform administration, configuration, and support. The candidate will be responsible for maintaining platform stability, implementing enhancements, and supporting business processes across ITSM and other ServiceNow modules.

Key Responsibilities
• Manage, configure, and administer the ServiceNow platform to ensure optimal performance and availability
• Handle user administration, roles, groups, and access controls (ACLs)
• Perform instance upgrades, patching, and release management
• Configure and maintain ITSM modules (Incident, Problem, Change, Request)
• Develop and manage workflows/Flow Designer, business rules, client scripts, UI policies
• Monitor system performance, troubleshoot issues, and ensure platform health
• Manage integration points (REST/SOAP APIs, MID Server)
• Maintain CMDB, data integrity, and support discovery (if applicable)
• Support catalog management (Service Catalog, Record Producers)
• Implement platform best practices and governance standards
• Work with stakeholders to understand requirements and deliver solutions
• Provide L2/L3 support and handle escalations
• Ensure compliance with organizational security and change management policies

Required Skills




• Strong hands-on experience in ServiceNow Administration
• Expertise in ITSM modules (Incident, Problem, Change, Request)
• Valuable knowledge of: Business Rules, Client Scripts, UI Policies, Flow Designer / Workflows
• Experience with User & Role Management, ACLs
• Understanding of CMDB, Asset Management
• Experience in ServiceNow upgrades and instance management
• Integration experience using REST/SOAP APIs and MID Server
• Good scripting knowledge (JavaScript, Glide API)
• Ability to troubleshoot production issues independently

Good to Have
• Experience in modules like: ITOM / Discovery, HRSD / CSM
• Knowledge of Performance Analytics / Reporting
• Exposure to Service Portal / UI Builder
• Experience in automation using Flow Designer / IntegrationHub

Certifications
• Mandatory: ServiceNow Certified System Administrator (CSA)
• Preferred: CIS-ITSM or any other ServiceNow specialization

Soft Skills
• Strong communication and stakeholder management
• Ability to work in a fast-paced environment
• Problem-solving and analytical thinking
• Ownership and accountability

Experience
• 7–8 years of total IT experience
• Minimum 4–5 years of relevant ServiceNow experience

Key Responsibilities
1. To be responsible for providing technical guidance / solutions; define, advocate, and implement best practices and coding standards for the team.
2. To develop and guide the team members in enhancing their technical capabilities and increasing productivity.
3. To ensure process compliance in the assigned module and participate in technical discussions/review as a technical consultant for feasibility study (technical alternatives, best packages, supporting architecture best practices, technical risks, breakdown into components, estimations).
4. To prepare and submit status reports for minimizing exposure and risks on the project or closure of escalations.

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