Track Lead - ServiceNow,JavaScript
India
Job Description
Track Lead - ServiceNow,JavaScript
Chennai, Tamil Nadu
Job Summary
We are seeking an experienced ServiceNow Platform Lead with over 10 years of IT experience and strong expertise in the ServiceNow platform, particularly in ITSM, CSM, and ITOM modules. The ideal candidate will be responsible for leading ServiceNow platform strategy, architecture, implementation, governance, and continuous improvement initiatives across the organization.
The role requires strong leadership skills, stakeholder management, technical expertise, and experience delivering enterprise-scale ServiceNow solutions.
Key Responsibilities
Platform Leadership
- Lead the overall ServiceNow platform strategy, roadmap, and governance.
- Define architectural standards, development best practices, and platform operating models.
- Drive platform modernization and digital transformation initiatives.
- Ensure platform scalability, performance, security, and compliance.
ServiceNow ITSM
- Lead implementation and enhancement of ITSM modules including:
- Incident Management
- Problem Management
- Change Management
- Request Management
- Service Catalog
- Knowledge Management
- Optimize IT service delivery processes and workflows.
- Ensure alignment with ITIL best practices.
ServiceNow CSM
- Design and implement Customer Service Management solutions.
- Configure Case Management and Customer Workflows.
- Improve customer service operations and service experience.
- Collaborate with business stakeholders to enhance customer engagement processes.
ServiceNow ITOM
- Lead ITOM implementations including:
- Discovery
- Service Mapping
- CMDB
- Event Management
- Operational Intelligence
- ITOM Health
- Establish CMDB governance and data quality standards.
- Improve operational visibility through infrastructure monitoring and automation.
Technical Leadership
- Lead ServiceNow developers, administrators, and technical consultants.
- Review solution designs and code quality.
- Drive automation using Flow Designer, IntegrationHub, and custom applications.
- Manage integrations with enterprise systems such as:
- Azure AD
- LDAP
- SAP
- Monitoring Tools
- Cloud Platforms
Stakeholder Management
- Partner with business leaders and IT stakeholders.
- Translate business requirements into scalable platform solutions.
- Present solution architecture and roadmap to leadership teams.
- Manage vendor and customer relationships.
Skill Requirements
- Bachelor's Degree in Computer Science, Information Technology, or related field.
- 10+ years of overall IT experience.
- 6+ years of hands-on ServiceNow experience.
- Experience leading enterprise ServiceNow implementations.
- Strong knowledge of ITIL processes and IT Service Management frameworks.
- Experience working in Agile/Scrum environments.
Other Requirements
Mandatory
- ServiceNow ITSM
- ServiceNow CSM
- ServiceNow ITOM
- CMDB & Discovery
- Service Mapping
- Event Management
- Flow Designer
- IntegrationHub
- REST/SOAP Integrations
- JavaScript
- Service Portal
Preferred
- HRSD
- SPM (Strategic Portfolio Management)
- APM
- SecOps
- ITAM
- Cloud Discovery
- Performance Analytics
Certification Requirements
Preferred certifications:
- ServiceNow Certified System Administrator (CSA)
- Certified Application Developer (CAD)
- Certified Implementation Specialist (CIS-ITSM)
- Certified Implementation Specialist (CIS-CSM)
- Certified Implementation Specialist (CIS-ITOM)
- ITIL Foundation Certification
Leadership Expectations
- Lead and mentor ServiceNow teams.
- Drive innovation and automation initiatives.
- Provide technical guidance and solution reviews.
- Manage project delivery timelines and risks.
- Foster collaboration across business and technology teams
Information at a Glance