Senior Technical Lead

Key Responsibilities

• Design, configure, and implement the full ServiceNow ITSM module stack — Incident, Problem, Change, Request, Service Catalogue, Knowledge Management, and SLA/OLA frameworks — aligned to ITIL 4 best practices.
• Build and maintain Service Catalogue items, record producers, order guides, and multi-stage fulfilment workflows including approval chains, task assignments, and notifications.
• Configure Change Management CAB workbench, change models (Standard, Normal, Emergency), risk calculators, and conflict detection for enterprise release governance.
• Implement Problem Management workflows including Known Error Database (KEDB), workaround documentation, and automated problem-to-change linking.
• Design and configure SLA and OLA definitions, SLA stages, pause/resume conditions, retroactive start rules, and breach escalation notifications.
• Build and optimise Agent Workspace views, Unified Agent Desktop layouts, and Now Mobile configurations for front-line support teams.
• Configure Virtual Agent (VA) conversation topics using Natural Language Understanding (NLU) for self-service ticket deflection and guided resolution flows.
• Deploy, configure, and manage ServiceNow Discovery — horizontal IP-based discovery and top-down application discovery — covering Windows, Linux, network devices, VMware, cloud resources, and storage arrays.
• Architect and maintain the MID Server infrastructure — installation, upgrades, cluster configuration, credential management, and availability monitoring for on-premises and cloud-hosted environments.
• Design and implement the CMDB class hierarchy aligned to the Common Service Data Model (CSDM) — defining CI classes, attributes, relationships, and inheritance rules.
• Configure and manage Discovery patterns, classification rules, identifier entries, and reconciliation rules to ensure accurate, deduplicated CI population.
• Implement CMDB Health dashboards — staleness rules, duplicate CI detection, orphaned relationship cleanup, and completeness scoring with actionable improvement tasks.
• Build and maintain Import Sets, Transform Maps, and scheduled imports to populate CMDB from authoritative external sources including SCCM, Intune, AWS Config, and Azure Resource Manager.
• Design CI relationship maps supporting Impact Analysis — application-to-server-to-network dependency chains for Incident and Change impact assessment.
• Build and maintain top-down Service Maps for critical business services — defining entry points, horizontal discovery patterns, and CI relationship hierarchies.
• Develop and customise Service Mapping patterns for complex application stacks including three-tier web applications, middleware services, and cloud-native microservices.
• Configure Business Service Management (BSM) views to surface CI health and alert status in context of business service impact for operations teams.
• Perform service map audits to validate accuracy, identify missing CIs, and refine pattern logic following platform upgrades or infrastructure changes.
• Configure and manage ServiceNow Event Management — connector instances for monitoring tools (Dynatrace, Datadog, Zabbix, SCOM, Nagios, Prometheus), inbound event transforms, and alert deduplication rules.
• Design and implement event correlation rules, alert aggregation policies, and automated alert-to-incident creation rules to reduce noise and drive automated remediation.
• Configure Health Log Analytics (HLA) for metric ingestion, anomaly detection, threshold-based alerting, and predictive correlation of log and metric data.
• Implement ITOM Visibility dashboards — operational views, alert trend analysis, MTTR tracking, and service health scoring for NOC and operations teams.
• Build and maintain Metric Intelligence policies for AI-driven anomaly detection and proactive alert suppression during maintenance windows.
• Integrate Event Management with Zerto, Cohesity, and storage monitoring platforms to surface infrastructure health events directly within the ServiceNow operational view.
• Design and implement ServiceNow Orchestration runbooks for automated remediation — server restarts, service recovery, disk cleanup, certificate renewal, and patch deployment workflows.
• Configure Cloud Management Platform (CMP) for self-service cloud resource provisioning — VM templates, resource quotas, approval workflows, and cost tagging across AWS and Azure.
• Build Orchestration activities using SSH/PowerShell/REST command probes for automated actions on Linux and Windows infrastructure aligned to ITOM event triggers.
• Integrate Orchestration workflows with Ansible Automation Platform and Red Hat Satellite for Linux configuration enforcement and automated patch execution.
• Implement Service Catalog cloud provisioning items connected to CMP for developer self-service — standardised VM, database, and container provisioning with lifecycle management.
• Write, test, and maintain server-side GlideScript — Business Rules, Script Includes, Scheduled Jobs, Transform Map scripts, and Event Queue processors for both ITSM and ITOM functions.
• Develop client-side scripts — Client Scripts, UI Policies, UI Actions, and Catalog Client Scripts — to deliver dynamic, context-aware user experiences across ITSM and ITOM forms.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum 10 years of relevant experience in IT Service Management (ITSM) and IT Operations Management (ITOM).
• Proven experience in implementing and configuring ServiceNow modules, including ITSM and ITOM.
• Strong understanding of ITIL 4 principles and best practices.
• Experience with ServiceNow Discovery, CMDB, and Health Log Analytics.
• Expertise in scripting languages such as GlideScript, PowerShell, and Bash.
• Knowledge of cloud platforms (AWS, Azure, GCP) and orchestration tools (Ansible, Red Hat Satellite).
• Ability to design and implement automation workflows using ServiceNow Orchestration.
• Experience with integration hubs, REST APIs, and API development.
• Strong analytical and problem-solving skills with the ability to troubleshoot and resolve complex issues.
• Excellent communication and collaboration skills to work effectively with ITIL process owners and infrastructure operations teams.