Hi
My name is Rohit Chauhan, and I am a Staffing Specialist at Novia Infotech LLC. I am reaching out to you on an exciting job opportunity with one of our clients.
Job Title: ServiceNow ITSM Lead
Location: Philadelphia, PA (Onsite)
Max Rate: $55/hr
Role Overview
We are seeking an experienced ServiceNow ITSM Lead to drive end-to-end delivery of ServiceNow initiatives. This role requires strong technical leadership, hands-on development expertise, and the ability to manage platform governance, integrations, and enterprise-scale implementations. The ideal candidate will lead ITSM and CMDB solutions while ensuring best practices in performance, security, and scalability.
Key Responsibilities
- Lead full lifecycle ServiceNow delivery including requirements gathering, solution design, development, testing, and deployment
- Act as the technical lead for ServiceNow ITSM and CMDB implementations and enhancements
- Design and govern CMDB data models, discovery processes, and service mapping
- Define and enforce platform architecture standards, governance policies, and best practices
- Develop and configure solutions using:
- Business Rules
- Script Includes
- Client Scripts
- Flow Designer
- Workflows
- Design and manage integrations (REST/SOAP APIs) including authentication, error handling, monitoring, and documentation
- Work with MID Server for enterprise integrations where applicable
- Plan and execute ServiceNow upgrades and patches, including impact analysis and regression testing
- Ensure compliance with security controls (ACLs, data governance, access management)
- Translate telecom domain requirements (OSS/BSS, billing, orchestration, fulfillment) into ServiceNow solutions
- Lead technical reviews, mentoring, and code quality initiatives
- Establish standards for:
- Application scoping
- Update sets
- Code reviews
- Release management
- Drive platform maintainability, hygiene, and continuous improvement initiatives
- Support production deployments and ensure platform health and monitoring
- Lead stakeholder workshops and communicate effectively with technical and business teams
- Manage incident communications and resolution across cross-functional teams
- Coordinate with onshore/offshore teams and vendors for efficient service restoration
- Demonstrate strong decision-making, prioritization, and leadership under pressure
Required Skills & Experience
- Strong hands-on experience in ServiceNow ITSM and CMDB
- Expertise in ServiceNow development and scripting
- Experience with REST/SOAP API integrations
- Strong understanding of platform governance, architecture, and lifecycle management
- Experience in ServiceNow upgrades, patching, and release management
- Knowledge of telecom domain (OSS/BSS, billing, fulfillment) is highly preferred
- Strong leadership, communication, and stakeholder management skills
- Experience in incident management and production support environments
Preferred Qualifications
- ServiceNow Certifications:
- CSA (Certified System Administrator) – Required/Preferred
- CAD (Certified Application Developer) – Preferred
- CIS Certifications – Plus
- Experience working in enterprise-scale environments
- Strong documentation and process improvement mindset
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Rohit Chauhan IT Recruiter A: 4421 Avenida Ln, McKinney, TX, 75070
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