As the ITSM Lead, you will be responsible for leading the end-to-end design, implementation, governance, and continuous improvement of ServiceNow ITSM solutions. Your role will require a deep functional and technical understanding of ITSM processes, strong leadership capabilities, and hands-on experience across various ServiceNow modules. You will collaborate with stakeholders, guide development teams, ensure adherence to best practices, and deliver scalable, high-quality solutions that support organizational service delivery goals. **Key Responsibilities:**
Lead the design, configuration, and enhancement of ITSM modules including Incident, Problem, Change, Knowledge, and Service Catalog. - Drive the creation and optimization of Service Catalog items, request workflows, and service request automation. - Architect and implement Flow Designer flows, workflows, and process automation across ITSM. - Translate complex business requirements into scalable technical designs. - Ensure all solutions follow ServiceNow and ITIL best practices. **Qualifications Required:**
Strong expertise in ITSM modules (Incident, Problem, Change, Knowledge, Service Catalog) and process knowledge. - Proficiency in Flow Designer, workflow automations, and Service Catalog development. - Solid understanding of ITIL processes and service management best practices. - Excellent stakeholder and client management skills. - Experience configuring SLA, Advanced Work Assignment (AWA), Walk Up Experience, and Digital Portfolio Management. - Hands-on experience in Scrum/Agile delivery environments. - UI Builder customization and workspace design experience. - Strong understanding of ServiceNow best practices and platform governance. - Experience with Import Sets, Transform Maps, and data management. - Working knowledge of ACLs and platform security. The company places a strong emphasis on platform governance and best practices. As the ITSM Lead, you will define and enforce ServiceNow development standards, coding guidelines, and governance controls. You will review and approve technical designs, scripts, ACLs, flows, and catalog solutions. Additionally, you will lead platform optimization initiatives, including performance improvements, cleanup, and upgrade readiness. Your role will also involve maintaining compliance with organizational ITSM governance and audit requirements. In the area of SLA, AWA, and Experience Management, you will lead the configuration and optimization of SLA definitions, workflow-based SLAs, and reporting. You will also oversee the setup and fine-tuning of Advanced Work Assignment (AWA) for intelligent work routing. This role offers an opportunity to work with a dynamic team in a fast-paced environment, where your expertise in ITSM solutions and ServiceNow platform will be crucial in driving the organization's service delivery goals. As the ITSM Lead, you will be responsible for leading the end-to-end design, implementation, governance, and continuous improvement of ServiceNow ITSM solutions. Your role will require a deep functional and technical understanding of ITSM processes, strong leadership capabilities, and hands-on experience across various ServiceNow modules. You will collaborate with stakeholders, guide development teams, ensure adherence to best practices, and deliver scalable, high-quality solutions that support organizational service delivery goals. **Key Responsibilities:**
Lead the design, configuration, and enhancement of ITSM modules including Incident, Problem, Change, Knowledge, and Service Catalog. - Drive the creation and optimization of Service Catalog items, request workflows, and service request automation. - Architect and implement Flow Designer flows, workflows, and process automation across ITSM. - Translate complex business requirements into scalable technical designs. - Ensure all solutions follow ServiceNow and ITIL best practices. **Qualifications Required:**
Strong expertise in ITSM modules (Incident, Problem, Change, Knowledge, Service Catalog) and process knowledge. - Proficiency in Flow Designer, workflow automations, and Service Catalog development. - Solid understanding of ITIL processes and service management best practices. - Excellent stakeholder and client management skills. - Experience configuring SLA, Advanced Work Assignment (AWA), Walk Up Experience, and Digital Portfolio Management. - Hands-on experience in Scrum/Agile delivery environments. - UI Builder customization and workspace design experience. - Strong understanding of ServiceNow best practices and platform governance. - Experience with Import Sets, Transform Maps, and data management. - Working knowledge of ACLs and platform security. The company places a strong emphasis on platform governance and best practices. As the ITSM Lead, you will define and enforce ServiceNow development standards, coding guidelines, and governance controls. You will review and approve technical designs, scripts, ACLs, flows,