As a Service Now - Lead, you will be responsible for designing, developing, and supporting Service Now ITSM 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 Service Now solutions, enhance IT processes, and ensure platform stability, performance, and governance. This role offers an opportunity to work on enterprise Service Now implementations, integrations, and process automation initiatives while contributing to continuous service improvement.

Responsibilities: -

- Own the architecture, technical design, development, and implementation of additional Service Now ITOM features.
- Design and implement capabilities across Event Management, AIOps, Service Mapping, Certificate Management, Health Log Analytics, Metric Intelligence, and automated remediation.
- Technically hands-on in configuration, scripting, integration development, testing, debugging, deployment, and production issue resolution.
- Configure event ingestion, normalization, filtering, deduplication, correlation, prioritization, service impact, and automated remediation.
- Build and enhance event rules, management rules, correlation rules, service models, operational dashboards, flows, subflows, and remediation workflows.
- Develop custom scripts, Script Includes, Business Rules, Flow Designer actions, Scripted REST APIs, Import Sets, Service Graph Connectors and Transform Maps.
- Integrate Service Now with monitoring, observability, infrastructure, cloud, network, and automation platforms using APIs, Integration Hub, webhooks, and MID Servers.
- Develop proofs of concept and prototypes to validate complex ITOM features and integration approaches.
- Troubleshoot event ingestion, correlation, service impact, data mapping, integrations, workflows, and platform performance issues.
- Ensure new ITOM features align with the existing CMDB, CSDM, ITSM processes, security model, platform standards, and performance requirements.
- Conduct code reviews and enforce secure, reusable, maintainable, high-performing,



and upgrade-safe development practices.
- Support upgrades, regression testing, deployment, and production stabilization for newly implemented ITOM features.
- Lead technical workshops and mentor developers while serving as the escalation point for complex ITOM and integration issues.
- Proactively identify opportunities to extend ITOM capabilities and improve operational efficiency..

Experience: -

- 7+ years of overall IT experience, including 5+ years of Service Now experience.
- 5+ years in a Service Now ITOM Architect, Solution Architect, or senior technical leadership role.
- Significant and proven hands-on experience in designing and implementing enterprise-scale Service Now ITOM and CMDB solutions.
- Proven experience working with extending ITOM functionality complex, highly integrated, and customized Service Now environments.

Location: -

- Hyderabad

Educational Qualifications: -

- BE/BTech/ME/MTech/MCA/MSc.
- Service Now CSA (Certified System Administrator) preferred.
- Service Now CAD (Certified Application Developer) and CIS-ITSM certifications are an added advantage.
- ITIL Foundation Certification preferred
- Secure/Agile Certifications preferred

Skills: -

Mandatory Technical Skills: -

- Strong experience as a technically hands-on Service Now ITOM Architect on end to end implementations.
- Deep knowledge of Event and Management, event normalization, deduplication, correlation, Service Mapping, service visibility, AIOps, Certificate Management, Health Log Analytics, Metric Intelligence, and automated remediation.
- Advanced Service Now development skills using Java Script, Glide APIs, Business Rules, Script Includes, Flow Designer, subflows, custom actions, Scripted REST APIs, Integration Hub, Import Sets, Transform Maps, scheduled jobs,



and asynchronous processing.
- Hands-on experience configuring event rules, management rules, correlation rules, service-impact calculations, dashboards, and remediation workflows.
- Strong understanding of CMDB, CSDM, CI relationships, application services, and service models.
- Strong integration experience using REST, SOAP, Integration Hub, APIs, webhooks, MID Servers, OAuth, and certificate-based authentication.
- Ability and flexible to independently code, configure, test, troubleshoot, optimize, and deploy complex ITOM solutions.
- Robust troubleshooting experience across event ingestion, data transformation, correlation, service impact, integrations, flows, and performance.
- Thorough knowledge of cloud operations across Azure, AWS, or Google Cloud.
- Strong experience on integrating monitoring tools like Splunk, Dynatrace, Solar winds, Nagios.
- Experience designing secure, scalable, reusable, high-performing, and upgrade-safe solutions.
- Strong technical leadership, stakeholder management, communication, mentoring, and documentation skills.
- Proactive, self-driven, initiative-oriented, and accountable for end-to-end technical outcomes.

Good to Have Skills: -

- Experience with AIOps, anomaly detection, noise reduction, predictive operations, root-cause analysis, and automated remediation.
- Experience integrating ITOM with Incident, Major Incident, Problem, Change, and Knowledge Management.
- Understanding of Kubernetes, Docker, microservices, serverless applications, and modern observability practices.
- Hands-on experience with Power Shell, Python, Ansible, Terraform, or similar automation technologies.
- Knowledge of Service Reliability Management, Cloud Accelerate, Operational Technology Management, or related Service Now capabilities.
- Experience with Performance Analytics, Process Optimization, Predictive Intelligence, or Now Assist.
- Familiarity with Automated Test Framework, source control, CI/CD, and Service Now deployment governance.
- Relevant certifications such as Service Now CSA, CAD, CIS-Event Management, CTA/CMA certifications.

📌 ServiceNow - Lead (India)
🏢 Citiustech Healthcare Technology Private
📍 India