ServiceNow Tech Lead - ITSM

ServiceNow Tech Lead - ITSM

Bangalore

Permanent Full Time | Work Profile- Hybrid

7+ Years

We are seeking a highly skilled and experienced Senior Tech Lead specializing in ServiceNow ITSM Module. The ideal candidate will have over 7 years of experience in ITSM, including expertise in Configuration Management Database (CMDB). This role requires a proven track record in leading teams, implementing ITSM solutions, and optimizing IT service management processes to enhance operational efficiency and service delivery.

• Lead and Manage ITSM Projects: Oversee the design, implementation, and optimization of ITSM solutions using ServiceNow modules, including Incident, Problem, Change, CMDB, and Service Catalog.
• Team Leadership: Lead and mentor a team of ITSM professionals, providing guidance and support to ensure successful project delivery and professional growth.
• Process Improvement: Identify opportunities for process improvements within IT service management, leveraging ITIL frameworks to enhance service delivery and operational efficiency.
• Stakeholder Collaboration: Work closely with stakeholders to understand business requirements, translate them into technical solutions, and ensure alignment with organizational goals.
• CMDB Expertise: Manage and maintain the CMDB, ensuring data accuracy and integrity, and leveraging it to support ITSM processes.
• ServiceNow Administration: Perform administrative tasks on the ServiceNow platform, including configuration, customization, and integration with other systems.
• Incident, Problem, and Change Management: Implement and manage ITIL-based processes for Incident, Problem, and Change Management to ensure timely resolution and minimal impact on business operations.
• Service Catalog Management: Develop and maintain the Service Catalog, ensuring it meets the needs of the organization and provides a user-friendly experience.
• Reporting and Analytics: Generate and analyze reports on ITSM performance metrics, providing insights and recommendations for continuous improvement.

Required Skills

• Experience: Over 7 years of experience in ITSM, with a strong focus on ServiceNow modules and CMDB.
• ITIL Certification: ITIL Foundation certification is required; advanced ITIL certifications are a plus.
• Technical Skills: Proficiency in ServiceNow ITSM modules (Incident, Problem, Change, CMDB, Service Catalog) and ITIL frameworks.
• Leadership Skills: Proven experience in leading and managing teams, with strong interpersonal and communication skills.
• Analytical Skills: Strong analytical and problem-solving skills, with the ability to identify and implement process improvements.
• Project Management: Experience in managing ITSM projects from inception to completion, ensuring timely delivery and quality outcomes.
• Education: Bachelor's degree in Computer Science, Information Technology, or a related field; advanced degrees are a plus.

Preferred Qualifications:

• ServiceNow Certification: ServiceNow Certified System Administrator or other relevant certifications.
• Process Improvement: Experience in process improvement methodologies such as Lean or Six Sigma.
• Integration Experience: Experience integrating ServiceNow with other enterprise systems.