ServiceNow ITSM & HRSD Technical Lead - w2

Service Now ITSM & HRSD Technical Lead - w2

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This range is provided by SIDRAM TECHNOLOGIES. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$35.00/hr - $40.00/hr

The Service Now ITSM & HRSD Technical Lead is responsible for leading the design, development, and implementation of Service Now solutions with a strong focus on IT Service Management and HR Service Delivery modules. This role will oversee solution architecture, integrations, platform governance, technical delivery, and production support activities to ensure scalable and high-quality Service Now implementations.

• Lead end-to-end Service Now support or implementations for ITSM and HRSD.
• Translate business requirements into scalable and compliant technical solutions.
• Define and maintain platform architecture, data models, and integration designs.
• Drive CMDB, Service Catalog, and Workflow design best practices.

• Configure and customize Service Now modules using Flows, UI Policies, Business Rules, Script Includes, Client Scripts, Widgets, and Integration Hub.
• Develop and maintain HR Case & Knowledge Management, HR Services, Lifecycle Events, and Employee Center experiences.
• Implement ITSM processes including Incident, Problem, Change, Request, Knowledge, CMDB, SLA, and Discovery where applicable.

• Design and manage integrations between Service Now and external systems (REST, SOAP, MID Server, OAuth).
• Govern platform upgrades, patches, performance tuning, and security compliance.
• Ensure adherence to Service Now coding, naming, and security standards.

• Lead and mentor Service Now developers and analysts.
• Work closely with Business Stakeholders, HR, ITSM Process Owners, Security Teams, and Project Managers.
• Lead workshops, solution reviews, demos, and UAT sessions.

• 8+ years hands‑on Service Now implementation experience.
• Strong expertise in ITSM and HRSD modules.
• Proficiency in JavaScript, Glide API, Flow Designer, ATF, Scoped Apps.
• Experience designing HR Case Management, Employee Service Center portals, HR Knowledge & Services.
• Hands‑on experience working with CMDB & Service Mapping (preferred).
• Experience with Service Now Integration Hub and REST/SOAP API integrations.
• Strong understanding of ITIL & HR process workflows.

• Service Now Certified System Administrator (CSA) – Required
• Service Now ITSM Implementation Specialist
• Service Now HRSD Implementation Specialist
• ITIL v3/v4 Foundation

• Excellent communication, documentation, and stakeholder engagement skills.
• Ability to lead technical teams and manage delivery timelines.
• Problem‑solving and analytical thinking with a proactive work approach.

Work with stakeholders to capture requirements for incidents, catalog, workflows, Discovery behavior, ITSM/ITOM/ITAM processes, license models, playbooks, or any other platform enhancement requests.

Convert business needs into functional requirements/user stories.

Validate OOB capabilities vs customization needs.

Maintain process documentation (ITSM processes, CMDB governance, SAM entitlement processes, ITAM lifecycle).

Perform UAT coordination, stakeholder alignment, and release readiness validation.

Drive continuous improvement and identify automation opportunities.

Drive sprint planning alongside PVH platform and process owners.

Represent enhancements/changes on platform at CAB for approvals.

Oversee and coordinate for release as per CAB approvals.

Use Service Now Agile module to create enhancement requests and stories; no other tools are used (Jira, Confluence, etc.).

ITSM/ITOM platform refers to Service Now ITSM/ITOM module only.

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