Role Description We are looking for a seasoned ServiceNow ITOM practitioner who brings deep technical expertise and the leadership acumen to drive our ITOM strategy forward. You will own the full ITOM domain including: - Discovery - CMDB - CSDM - Service Mapping - Event Management - Operational Intelligence You will also mentor a team of developers and administrators distributed geographically, partner with business stakeholders, and deliver measurable value across the organization. Some of the things you will be doing: - Strategic Planning: Develop and execute the ITOM strategic roadmap, aligning Discovery, CMDB, Service Mapping, Event Management, Operational Intelligence, and Orchestration with IT and business objectives. - Solution Architecture: Architect and deliver robust, scalable, and secure ITOM solutions; review and approve all ITOM design decisions made by the team. - CSDM/CMDB Ownership & Health: Lead CMDB design, governance, and ongoing health including CSDM adherence, normalization rules, data integrity, and reconciliation. Own the authoritative source of truth for IT infrastructure and services. - Pattern & Probe Development: Develop and maintain custom Discovery patterns, probes, sensors, and Service Mapping rules; provide hands-on guidance and quality review for the team. - Event Management & AIOps: Oversee Event Management and Operational Intelligence configurations; drive correlation rules, alert noise reduction, and actionable insight delivery to operations teams. - Code Quality & Governance: Define and enforce coding standards, peer-review processes, and governance policies for all ITOM development, scripting, and configuration. - Project Oversight: Manage the full ITOM project lifecycle — from requirements and design through deployment, UAT, and post-implementation support — delivering on time and on budget. - Stakeholder Engagement: Translate stakeholder requirements into durable ServiceNow solutions; act as the primary ITOM liaison for infrastructure, operations, security, and business teams. - Reporting & Analytics: Build and maintain KPI dashboards, operational reporting, and executive-ready analytics that surface trends, risks, and ROI across the ITOM estate. - ROI & Value Management: Articulate ITOM value, manage to defined ROI milestones, and communicate successes, risks, and opportunities to senior leadership. - Continuous Improvement: Stay current with ServiceNow ITOM roadmap releases, platform updates, and industry trends; champion adoption of features that deliver measurable value. - People Leadership: Lead, mentor, and develop a team of ITOM developers and administrators; support resourcing, performance management, and professional growth. Qualifications - Bachelor’s degree in computer science, Information Systems, or a related technical field (required). - Master's degree or MBA (preferred). - 10+ years of IT infrastructure, operations, or platform engineering experience. - 7+ years of hands-on ServiceNow experience, with at least 4 years focused on ITOM (Discovery, CMDB, Service Mapping, Event Management, Operational Intelligence, and/or Orchestration). - 3+ years in a technical lead, architect, or team lead capacity on ServiceNow implementations. - Demonstrated experience architecting and delivering enterprise-grade ITOM solutions in complex, multi-cloud or hybrid environments. - Proven track record managing ServiceNow platform upgrades, instance strategy, and cross-module governance. - Deep expertise in ServiceNow ITOM: Discovery (agentless and MID Server-based), CMDB/CSDM, Service Mapping, Event Management, Operational Intelligence, and Orchestration. - Strong proficiency in ServiceNow scripting: JavaScript (client/server), Business Rules, Script Includes, REST/SOAP integrations, Flow Designer, and IntegrationHub. - Experience with ITSM modules (Incident, Problem, Change, CMDB) and working knowledge of adjacent modules: SPM, SAM/HAM. - Familiarity with ServiceNow DevOps / CI-CD practices: ATF, deployment pipelines, branching strategies, and instance cloning. - Knowledge of cloud platforms (AWS, Azure, GCP) and infrastructure-as-code tools relevant to ITOM discovery and mapping. - Proficiency with ITIL v4 principles; hands-on ITSM process design experience preferred. Requirements - ServiceNow Certified Implementation Specialist – ITOM (CIS-ITOM) — strongly preferred. - ServiceNow Certified System Administrator (CSA). - ServiceNow Certified Application Developer (CAD) or additional CIS certifications (ITSM, SecOps, HR, SPM). - ITIL v4 Foundation or higher. - Experience in a Managed Service Provider (MSP) environment or managing vendor / offshore delivery teams. - Familiarity with financial services, insurance, or regulated-industry IT compliance requirements. - Experience presenting platform strategy to C-suite or board-level audiences. Benefits - Annual success-sharing bonuses or commission plans based on individual performance. - Comprehensive benefits package including annual leave, tuition reimbursement, referral bonuses, and more. - Hybrid or remote work schedules in alignment with local regulations.

Role Description - Deliver end-to-end automated solutions which include technical implementation of the ServiceNow Platform, Core System, and Applications. - Deliver a high level of knowledge and customer service within the ITOM Suite as well as CMDB. - Should know the offerings available with ServiceNow ITOM Suite as well as CMDB. - Event Management, Discovery, Service Mapping and Orchestration. - OMT, Flow Designer, Widgets. - Ability to architect, develop and convert customer legacy solutions into ServiceNow is a plus. - Implement IT Infrastructure Library (ITIL) processes, workflow customization, ticketing, process automation, report development, dashboard creation, and system configurations. - Apply Agile software development practices for customizations to the platform and applications. - Organizing and prioritizing development effort, interfacing with vendors and management, and potentially coordinating effort of additional administrators. - Consider dependencies, relationships, and integration points to ensure proper solution integration with other systems when applicable. - Effectively manage and execute high level tasks assigned via 'stories.' - Assists junior analysts through project(s) lifecycles. - Manages work against an often-demanding timeline. - Communicates professionally and effectively, through verbal and non-verbal methods with business professionals and clients daily. - System integration experience using web services and other web-based technologies such as XML, HTML, AJAX, CSS, HTTP, REST/SOAP. - Flexible and has the ability to manage multiple projects concurrently. - Deep functional and technical knowledge of the ServiceNow and demonstrable experience with ServiceNow platform navigation, administration, configuration, and scripting. - Understanding of ITIL concepts and IT Service Management practices (ITIL v3 certification a plus). - Understanding of Agile based approach to software development (SCRUM experience a plus). - Ability to work remotely and largely unsupervised, and to deliver to written requirements. - Effective communication skills via verbal and non-verbal methods. - Strong attention to detail. - Problem solving ability. Qualifications - Experience in ServiceNow (ITSM, ITAM, CSM, ITOM, IRM, CMDB, OMT, Flow Designer). - Understanding of the project delivery lifecycle and processes. - Practical experience in creation or modification of the relevant CSM, ITSM, ITAM, ITOM, IRM, toolset components. - Strong interpersonal skills with the ability to work well with all levels of staff. - Consultative and analytical approach. - Real world exposure to cloud technologies and S-a-a-S. - Proven experience implementing ITSM tools; demonstrated experience with Incident Management, Service Request Management, Problem Management, Change Management, Configuration Management and other ITIL process areas. Requirements - ServiceNow Technical Lead. - Deliver end-to-end automated solutions which include technical implementation of the ServiceNow Platform, Core System, and Applications. - Deliver a high level of knowledge and customer service within the ITOM Suite as well as CMDB. - Should know the offerings available with ServiceNow ITOM Suite as well as CMDB. - Event Management, Discovery, Service Mapping and Orchestration. - OMT, Flow Designer, Widgets. - Ability to architect, develop and convert customer legacy solutions into ServiceNow is a plus. - Implement IT Infrastructure Library (ITIL) processes, workflow customization, ticketing, process automation, report development, dashboard creation, and system configurations. - Apply Agile software development practices for customizations to the platform and applications. - Organizing and prioritizing development effort, interfacing with vendors and management, and potentially coordinating effort of additional administrators. - Consider dependencies, relationships, and integration points to ensure proper solution integration with other systems when applicable. - Effectively manage and execute high level tasks assigned via 'stories.' - Assists junior analysts through project(s) lifecycles. - Manages work against an often-demanding timeline. - Communicates professionally and effectively, through verbal and non-verbal methods with business professionals and clients daily. - System integration experience using web services and other web-based technologies such as XML, HTML, AJAX, CSS, HTTP, REST/SOAP. - Flexible and has the ability to manage multiple projects concurrently. - Deep functional and technical knowledge of the ServiceNow and demonstrable experience with ServiceNow platform navigation, administration, configuration, and scripting. - Understanding of ITIL concepts and IT Service Management practices (ITIL v3 certification a plus). - Understanding of Agile based approach to software development (SCRUM experience a plus). - Ability to work remotely and largely unsupervised, and to deliver to written requirements. - Effective communication skills via verbal and non-verbal methods. - Strong attention to detail. - Problem solving ability.

• Contribute to the ServiceNow AI platform roadmap and strategy • Lead the outcome-focused delivery of ServiceNow ITAM capabilities • Enforce technical governance policies (platform engineering and development standards) • Manage ServiceNow code quality control processes • Work collaboratively with our ITOM & CMDB experts, infrastructure teams, and vendor(s) • Serve as our ITAM expert across ServiceNow AI platform delivery and AI-powered self-service workflows • Lead workshops, tech solutioning, development, and unit testing for ITOM Discovery and/or Service Mapping and/or ITAM HAM Pro / ITAM SAM Pro • Provides input and sign off on solution design for complex features • Advocate for ServiceNow as the AI digital front door and enterprise asset management platform • Design, develop, and deploy ServiceNow ITAM features (HAM & SAM) • Set up On-premise and SaaS provider integrations to 3rd party asset applications (e.g., MS Office, Adobe Cloud, SCCM/InTune/Entra, Tanium, Jamf, etc.) • Execute discovery runs to ensure like-for-like functionality and validate data collection • Create and utilize reports and dashboards to demonstrate current and historical usage • Assist with configuring content libraries, SCCM, InTune, Entra, Tanium and Jamf Service Graph Connectors • Load, manipulate and maintain enterprise asset data between ServiceNow and other systems • Monitor health, usage, and overall compliance of ServiceNow and its integrated applications • Configure and customize platform components and extend ServiceNow functionalities using UI builder, portal designer, client/server-side scripting, UI policies, business rules, and Flow Designer (aka Workflow Studio). • Collaborate with architects, product owners, and internal customers to understand requirements and deliver high-quality technical solutions on time. • Support the team in managing operational work: tier-2 support and troubleshooting for ServiceNow incidents and operational requests, along with administration functions such as managing users, workflows, tables, and data • Performs access reviews, conducts compliance activities, and serves as delegate for administrative processes • Collaborate with architects, product owners, and internal customers to understand requirements and deliver high-quality technical solutions on time. • Use a systematic approach and a wide breadth of ServiceNow platform knowledge to troubleshoot, identify, and solve technical issues • Utilize tools to regularly monitor and analyze system performance, perform regular maintenance, and proactively take corrective actions as necessary to ensure platform reliability • Responsible for defining requirements, designing workflows, participating in all build/configuration, testing, and implementation activities, as well as analysis and troubleshooting to meet specifications of a project or service request • Monitors and employs source code control techniques and configuration management to ensure configuration is consistent across development and production environments • Ensure application meets SailPoint security standards and best practices • Investigate and advise on new features released by ServiceNow and what impact they could have on current processes • Use scripting tools and ServiceNow functionality to create scripts that automate repetitive tasks • Tailor user interfaces to improve the overall user experience of ServiceNow, leveraging UI builder and custom HTML/CSS/Javascript when necessary

• Design, develop, configure, and deploy custom applications and solutions within the ServiceNow platform. • Create and configure scoped applications, Service Catalog items, Flow Designer workflows, and other platform-based solutions that support client needs. • Support the design and development of locally developed applications (LDAs) using ServiceNow development best practices. • Lead and support integrations between ServiceNow and external systems, ensuring reliable data exchange and platform functionality. • Support the movement of ServiceNow components, collections, and deployable assets through CI/CD pipelines and across development environments. • Work closely with ServiceNow architects, developers, analysts, and stakeholders to map business requirements and services to appropriate ServiceNow capabilities. • Participate in code reviews, proofs of concept, technical discussions, and product demonstrations. • Perform troubleshooting, coding, scripting, and ServiceNow configuration activities of moderate to high complexity. • Provide guidance and mentorship to citizen developers and other team members working within the ServiceNow ecosystem. • Support the administration, deployment, and management of USCIS systems and PaaS, SaaS, and IaaS platforms as required using authorized privileged access.