Hi All,
Immediate opening for ITSM Solution Design and Delivery—Lead role
Experience:7yrs(7yrs)
Location: Hyderabad, Bangalore, Pune
Shift: 11-8PM, 12-9PM
Mode: Hybrid
Description:
Lead end‑to‑end design, implementation, governance, and continuous improvement of ServiceNow ITSM solutions. This role requires deep functional and technical understanding of ITSM processes, strong leadership capability, and hands‑on experience across ServiceNow modules. The ITSM Lead will collaborate with stakeholders, guide development teams, ensure adherence to best practices, and deliver scalable, high‑quality solutions that support organizational service delivery goals.
1. ITSM Solution Design & Delivery
Lead the design, configuration, and enhancement of ITSM modules including Incident, Problem, Change, Knowledge, and Service Catalog.
Drive 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.
2. Platform Governance & Best Practices
Define and enforce ServiceNow development standards, coding guidelines, and governance controls.
Review and approve technical designs, scripts, ACLs, flows, and catalog solutions.
Lead platform optimization initiatives including performance improvements, cleanup, and upgrade readiness.
Maintain compliance with organizational ITSM governance and audit requirements.
3. SLA, AWA, and Experience Management
Lead configuration and optimization of SLA definitions, workflow-based SLAs, and reporting.
Oversee setup and fine-tuning of Advanced Work Assignment (AWA) for intelligent work routing.
Mandatory skills:
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.