ServiceNow ITOM Lead

Role Overview

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 Discovery, CMDB, CSDM, Service Mapping, Event Management, and Operational Intelligence while mentoring a team of developers and administrators distributed geographically, partnering with business stakeholders, and delivering measurable value across the organization.

What You Will Do

Develop and execute the ITOM strategic roadmap, architect and deliver robust, scalable, and secure ITOM solutions, lead CMDB design, governance, and ongoing health, develop and maintain custom Discovery patterns, probes, sensors, and Service Mapping rules, oversee Event Management and Operational Intelligence configurations, manage the full ITOM project lifecycle, and build and maintain KPI dashboards, operational reporting, and executive-ready analytics.

Why It Might Be a Fit

You will be a technical lead, architect, or team lead with 10+ years of IT infrastructure, operations, or platform engineering experience, 7+ years of hands-on ServiceNow experience, and 3+ years in a technical lead capacity on ServiceNow implementations. You will have demonstrated experience architecting and delivering enterprise-grade ITOM solutions in complex, multi-cloud or hybrid environments and a proven track record managing ServiceNow platform upgrades, instance strategy, and cross-module governance.

Requirements

• Bachelor’s degree in computer science, Information Systems, or a related technical field
• 10+ years of IT infrastructure, operations, or platform engineering experience
• 7+ years of hands-on ServiceNow experience
• 3+ years in a technical lead, architect, or team lead capacity on ServiceNow implementations
• Deep expertise in ServiceNow ITOM: Discovery, 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

Benefits

• Annual success-sharing bonuses or commission plans based on individual performance
• Support to colleagues with disabilities
• Global career opportunities
• Excellent benefits