ServiceNow Solutions Lead

The ServiceNow Solutions Lead will lead the design, development, and implementation of ServiceNow solutions across ITSM, HRSD, and ITOM modules. The role involves collaborating with business and IT stakeholders to gather requirements and translate them into scalable ServiceNow workflows and automations. This position applies ITIL framework principles to optimize and align service management processes within ServiceNow.

Key Responsibilities

• Lead the design, development, and implementation of ServiceNow solutions across ITSM, HRSD, and ITOM modules.
• Collaborate with business and IT stakeholders to gather requirements and translate them into scalable ServiceNow workflows and automations.
• Apply ITIL framework principles to optimize and align service management processes within ServiceNow.
• Manage integrations between ServiceNow and external systems to support seamless operations.
• Provide technical mentorship and leadership to project teams, ensuring quality and adherence to best practices.
• Stay current with ServiceNow platform updates and industry trends to continuously enhance solution capabilities.
• Drive continuous improvement initiatives leveraging ServiceNow functionalities to improve IT and HR service delivery.

Requirements

• Strong hands-on experience with ServiceNow ITSM, HRSD, and ITOM modules.
• Solid understanding of ITIL processes and frameworks and their application within ServiceNow environments.
• Experience in scripting, workflow design, and platform customization.
• Proven ability to manage and deliver complex ServiceNow projects in a client-facing role.
• Excellent communication, stakeholder management, and problem-solving skills.
• Relevant certifications such as ServiceNow Certified System Administrator, Certified Implementation Specialist (CIS) for ITSM/HRSD/ITOM, and ITIL Foundation are highly desirable.
• Bachelor’s degree in Computer Science, Information Technology, or related discipline.

Work Model
At the company, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.