ServiceNow ITSM Lead Philadelphia, PA

Hi

Hope you are doing well!!

I have an urgent requirement with one of my clients. Please find the job details below and forward me your updated resume along with your contact details at Jitendra.s@noviainfotech.com

Location: Philadelphia, PA

ServiceNow ITSM Lead

Responsibilities:

• Lead end-to-end delivery of ServiceNow initiatives, including requirements discovery, solution design, configuration, development, testing, and deployment

• Act as the technical lead for ServiceNow implementations and enhancements across ITSM and CMDB

• Design and govern CMDB data models, discovery alignment, and service mapping fundamentals

• Own platform technical design decisions and enforce ServiceNow best practices for security, performance, and scalability

• Establish and maintain platform standards, including application scope strategy, update sets, application repository usage, code reviews, and release governance

• Develop and configure ServiceNow solutions using Business Rules, Script Includes, Client Scripts, Flow Designer, and Workflow with performance-aware design

• Design, build, and govern integrations using REST and SOAP APIs, including authentication, error handling, monitoring, and documentation

• Support and design enterprise integrations leveraging MID Server where applicable

• Plan and execute ServiceNow upgrades and patches, including impact analysis, testing strategy, regression coordination, and deployment readiness

• Ensure adherence to security controls, including ACLs and data access governance

• Translate telecom domain requirements (OSS/BSS, order management, orchestration, fulfillment, billing) into effective ServiceNow platform solutions

• Mentor developers and administrators, perform technical reviews, and drive reusable patterns and automation

• Promote platform hygiene, maintainability, and continuous improvement

• Partner with operations teams to support production releases and ongoing platform health

• Implement basic platform monitoring, alerting, and operational improvements

• Lead stakeholder workshops, drive architectural and design decisions, and communicate effectively with technical and business audiences

• Own and drive incident communications with cross-functional stakeholders including business, operations, and engineering teams

• Coordinate across onshore, offshore, and vendor teams to restore service efficiently and safely

• Demonstrate strong prioritization, decision-making under pressure, and a continuous-improvement mindset

• Apply hands-on experience with ServiceNow upgrade planning, governance, and lifecycle management

• Bring strong documentation, communication, and leadership skills

• Hold ServiceNow certifications such as CSA and CAD (preferred), with CIS certifications considered a plus

Jitendra Singh

Sr.Technical Recruiter

Jitendra.s@noviainfotech.com

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