ServiceNow Lead ITSM & ITAM Developer

• Lead and perform ServiceNow configuration and customization, including (but not limited to) screen tailoring, form and list configuration, Service Catalog and portal configuration, workflow/Flow Designer administration, and report/dashboards setup. • Design, build, and maintain ITSM processes (Incident, Problem, Change, Request, Knowledge, Service Catalog) and ITAM processes (hardware, software, SAM, HAM, license and lifecycle management) on the ServiceNow platform. • Manage data imports and integrations, including LDAP/Active Directory integration for user/group/role management and other third-party integrations supporting ITSM and ITAM (e.g., discovery, SCCM/Intune/JAMF, procurement/ERP, monitoring, software license tools). • Develop and maintain custom scripting (Business Rules, Client Scripts, Script Includes, UI Policies/Actions, ACLs, and integrations using REST APIs) while adhering to platform best practices. • Act as the technical lead for ITSM and ITAM enhancements, balancing hands-on development with solution design, documentation, governance, and mentoring other team members. Requirements • Extensive hands-on experience as a ServiceNow Admin/Developer with a strong focus on: IT Service Management (Incident, Problem, Change, Request, Knowledge, Service Catalog) IT Asset Management (hardware, software, SAM, HAM, license management, lifecycle management) • Solid understanding of ITIL-based ITSM processes and how they are implemented and automated in ServiceNow. • Strong CMDB knowledge, especially as it relates to ITSM and ITAM: CI modeling and relationships Discovery and Service Mapping to support incident, change, problem, and asset/configuration management. • Experience designing and configuring: ITSM workflows (e.g., approvals, change models, request fulfillment) ITAM processes (asset intake, inventory, reconciliation, depreciation, disposal, software license compliance) • Experience with ServiceNow components used heavily in ITSM/ITAM: Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, ACLs Service Catalog items, record producers, and request workflows Performance Analytics for ITSM and ITAM KPIs and SLAs • Experience with ServiceNow Flow Designer and/or Workflow Editor for automating ITSM and ITAM processes end-to-end. Familiarity with: IntegrationHub or other integration tools to connect ServiceNow with discovery tools, SCCM/Intune/JAMF, procurement/ERP, software license tools, and monitoring systems. Automated Test Framework (ATF) for regression testing of ITSM/ITAM functionality. • Strong understanding of identity and access (AD/LDAP) as it relates to: User, group, and role management in support of ITSM/ITAM processes and approvals. • Proficiency in scripting and integrations commonly used in ITSM/ITAM: JavaScript, REST APIs, JSON (GraphQL, HTML/CSS as needed for portal/UX) • Experience working in Agile / Scrum environments for iterative delivery of ITSM and ITAM capabilities. • ServiceNow System Administrator Certification (preferred). • ServiceNow ITSM and/or ITAM/SAM/HAM certifications (preferred). Process Skills • Lead the design, implementation, and continuous improvement of ITSM and ITAM processes on ServiceNow in alignment with ITIL and industry best practices. • Work with process owners (Incident, Change, Problem, Request, CMDB, Asset, SAM/HAM) to: Capture and refine business requirements Translate them into clear technical specifications and user stories on the ServiceNow platform. • Define standards and governance for: CMDB data quality and CI lifecycle Asset lifecycle (request, procurement, receipt, deployment, maintenance, recovery, disposal) Software license and hardware asset tracking and compliance. • Plan and manage platform changes related to ITSM/ITAM: Upgrades, patches, and new releases impacting ITSM and ITAM modules Regression testing and validation of core operational workflows. • Create and maintain design patterns and implementation plans for: New ITSM/ITAM capabilities (e.g., new service offerings, asset classes, license models) Integrations with IT operations, procurement, finance, and HR systems. • Define and execute test plans and test cases for ITSM and ITAM: Functional tests, regression tests, and user acceptance tests Ensuring data integrity across CMDB, assets, and related processes. • Develop and maintain ITSM/ITAM reporting and analytics: KPIs, dashboards, and Performance Analytics for service performance, SLA compliance, asset utilization, and license compliance. • Provide subject matter expertise and technical support for ITSM and ITAM: Troubleshooting process and platform issues Ensuring operational stability and continuous service/asset visibility. • Stay current with ServiceNow ITSM and ITAM product enhancements and best practices and proactively recommend improvements. Behavioral & Leadership Skills • Serve as the primary technical and process lead for ITSM and ITAM on ServiceNow, acting as an escalation point for complex issues. • Collaborate effectively with cross-functional teams: Service desk, operations, security, procurement, finance, architecture, and vendor management. • Communicate clearly with both technical and non-technical stakeholders, ensuring alignment and high client satisfaction. • Coach and mentor team members (admins, developers, process owners, and analysts) on ITSM and ITAM best practices and ServiceNow capabilities. • Promote a culture of continuous improvement for ITSM and ITAM processes and tooling. • Operate independently, manage multiple ITSM/ITAM initiatives, and adapt quickly in a fast-paced environment. • Demonstrate strong ownership, accountability, and the ability to balance strategic improvements with day-to-day operational demands. Qualification • 5 to 7+years of relevant working experience in ServiceNow or managing an equivalent platform