ServiceNow Lead ITSM & ITAM Developer

• Lead and perform ServiceNow configuration and customization, including (but not limited to)

screen tailoring, form and list configuration, Service Catalog and portal configuration,

workflow/Flow Designer administration, and report/dashboards setup.

• Design, build, and maintain ITSM processes (Incident, Problem, Change, Request, Knowledge, Service Catalog) and ITAM processes (hardware, software, SAM, HAM, license and lifecycle management) on the ServiceNow platform.

• Manage data imports and integrations, including LDAP/Active Directory integration for user/group/role management and other third-party integrations supporting ITSM and ITAM (e.g., discovery, SCCM/Intune/JAMF, procurement/ERP, monitoring, software license tools).

• Develop and maintain custom scripting (Business Rules, Client Scripts, Script Includes, UI Policies/Actions, ACLs, and integrations using REST APIs) while adhering to platform best practices.

• • Act as the technical lead for ITSM and ITAM enhancements, balancing hands-on development with solution design, documentation, governance, and mentoring other team members.

Requirements

• Extensive hands-on experience as a ServiceNow Admin/Developer with a strong focus on:

• IT Service Management (Incident, Problem, Change, Request, Knowledge,  Service Catalog)
• IT Asset Management (hardware, software, SAM, HAM, license management, lifecycle management)

• Solid understanding of ITIL-based ITSM processes and how they are implemented and automated in ServiceNow.

• Strong CMDB knowledge, especially as it relates to ITSM and ITAM:

• CI modeling and relationships
• Discovery and Service Mapping to support incident, change, problem, and asset/configuration management.

• Experience designing and configuring:

• ITSM workflows (e.g., approvals, change models, request fulfillment)
• ITAM processes (asset intake, inventory, reconciliation, depreciation, disposal, software license compliance)

• Experience with ServiceNow components used heavily in ITSM/ITAM:

• Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, ACLs
• Service Catalog items, record producers, and request workflows
• Performance Analytics for ITSM and ITAM KPIs and SLAs

• Experience with ServiceNow Flow Designer and/or Workflow Editor for automating ITSM and ITAM processes end-to-end.

• IntegrationHub or other integration tools to connect ServiceNow with discovery  tools, SCCM/Intune/JAMF, procurement/ERP, software license tools, and monitoring systems.
• Automated Test Framework (ATF) for regression testing of ITSM/ITAM functionality.

• Strong understanding of identity and access (AD/LDAP) as it relates to:

• User, group, and role management in support of ITSM/ITAM processes and  approvals.

• Proficiency in scripting and integrations commonly used in ITSM/ITAM:

• JavaScript, REST APIs, JSON (GraphQL, HTML/CSS as needed for portal/UX)

• Experience working in Agile / Scrum environments for iterative delivery of ITSM and ITAM capabilities.

• ServiceNow System Administrator Certification (preferred).

• ServiceNow ITSM and/or ITAM/SAM/HAM certifications (preferred).

Process Skills

• Lead the design, implementation, and continuous improvement of ITSM and ITAM processes on ServiceNow in alignment with ITIL and industry best practices.

• Work with process owners (Incident, Change, Problem, Request, CMDB, Asset, SAM/HAM) to:

• Capture and refine business requirements
• Translate them into clear technical specifications and user stories on the ServiceNow platform.

• Define standards and governance for:

• CMDB data quality and CI lifecycle
• Asset lifecycle (request, procurement, receipt, deployment, maintenance, recovery, disposal)
• Software license and hardware asset tracking and compliance.

• Plan and manage platform changes related to ITSM/ITAM:

• Upgrades, patches, and new releases impacting ITSM and ITAM modules
• Regression testing and validation of core operational workflows.

• Create and maintain design patterns and implementation plans for:

• New ITSM/ITAM capabilities (e.g., new service offerings, asset classes, license  models)
• Integrations with IT operations, procurement, finance, and HR systems.

• Define and execute test plans and test cases for ITSM and ITAM:

• Functional tests, regression tests, and user acceptance tests
• Ensuring data integrity across CMDB, assets, and related processes.

•  Develop and maintain ITSM/ITAM reporting and analytics:

• KPIs, dashboards, and Performance Analytics for service performance, SLA  compliance, asset utilization, and license compliance.

• Provide subject matter expertise and technical support for ITSM and ITAM:

• Troubleshooting process and platform issues
• Ensuring operational stability and continuous service/asset visibility.

• Stay current with ServiceNow ITSM and ITAM product enhancements and best practices and proactively recommend improvements.

• Serve as the primary technical and process lead for ITSM and ITAM on ServiceNow, acting as an escalation point for complex issues.

• Collaborate effectively with cross-functional teams:

• Service desk, operations, security, procurement, finance, architecture, and vendor  management.

• Communicate clearly with both technical and non-technical stakeholders, ensuring alignment and high client satisfaction.

• Coach and mentor team members (admins, developers, process owners, and analysts) on ITSM and ITAM best practices and ServiceNow capabilities.

• Promote a culture of continuous improvement for ITSM and ITAM processes and tooling.

• Operate independently, manage multiple ITSM/ITAM initiatives, and adapt quickly in a fast-paced environment.

• Demonstrate strong ownership, accountability, and the ability to balance strategic improvements with day-to-day operational demands.

Qualification

• 5 to 7+years of relevant working experience in ServiceNow or managing an equivalent platform