Lead ServiceNow Developer (ITSM)

We are looking for an experienced Lead ServiceNow Developer (ITSM) to lead the design, implementation, enhancement, and support of IT Service Management solutions. The ideal candidate will possess strong functional and technical expertise across ITSM processes, provide leadership to delivery teams, and act as a trusted advisor to business and IT stakeholders.

Responsibilities

• Lead the implementation and optimization of core ITSM modules, including Incident Management, Problem Management, and Change Management
• Extend leadership to Request Management, Knowledge Management, Service Catalog, CMDB & Asset Management, and Major Incident Management
• Drive ITIL-aligned process improvements and service management best practices
• Collaborate with business and IT stakeholders to identify opportunities for process automation and operational excellence
• Establish governance and operational standards for ITSM processes
• Lead end-to-end ITSM implementations, enhancements, and platform upgrades
• Gather requirements, conduct workshops, and translate business needs into scalable solutions
• Design and configure applications, workflows, forms, UI policies, business rules, and integrations
• Oversee platform health, performance, and ongoing support activities
• Manage production incidents, root cause analysis, and service improvement initiatives
• Lead and mentor developers, administrators, and analysts, while acting as the primary point of contact for business stakeholders and leadership teams
• Drive continuous improvement initiatives and adoption of new capabilities, including AI-powered features

Requirements

• 6+ years of ServiceNow experience with at least 3+ years leading ITSM implementations
• Expertise in Incident Management, Problem Management, Change Management, Request Fulfillment, Knowledge Management, Service Catalog, and CMDB
• Understanding of ITIL processes and service management frameworks
• Experience configuring and customizing ServiceNow applications and workflows
• Hands-on experience with Flow Designer, Integration Hub, and Business Rules
• Hands-on experience with Client Scripts, UI Policies, Service Catalog, and CMDB
• Experience with REST and SOAP integrations
• Knowledge of ServiceNow platform architecture and best practices
• Strong stakeholder management and consulting skills
• Proven ability to lead cross-functional teams and large-scale implementations
• Excellent problem-solving and decision-making capabilities
• Strong written and verbal communication skills, with a customer-centric mindset focused on service excellence
• Proficiency in English at a B2+ level

Nice to have

• Experience implementing AI-driven service management capabilities such as Now Assist for ITSM, Virtual Agent, predictive intelligence, and workflow automation
• Experience defining ITSM KPIs, SLAs, OLAs, and operational dashboards for executive reporting
• Exposure to enterprise-scale transformation programs and platform governance