ServiceNow ITSM

5 days ago

Boston, Massachusetts, United States SIDRAM TECHNOLOGIES Full time

Job- ServiceNow ITSM & HRSD Technical Lead
Location: Hybrid role in Boston, MA
Job Description
Role Summary

The ServiceNow ITSM & HRSD Technical Lead is responsible for leading the design,

development, and implementation of ServiceNow 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 ServiceNow implementations.

Key Responsibilities

Technical Leadership & Solution Design

  • Lead end-to-end ServiceNow 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.

Development & Configuration

  • Configure and customize ServiceNow modules using Flows, UI Policies,

Business Rules, Script Includes, Client Scripts, Widgets, and IntegrationHub.

  • 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.

Integration & Platform Governance

  • Design and manage integrations between ServiceNow and external systems

(REST, SOAP, MID Server, OAuth).

  • Govern platform upgrades, patches, performance tuning, and security

compliance.

  • Ensure adherence to ServiceNow coding, naming, and security standards.

Team & Stakeholder Collaboration

  • Lead and mentor ServiceNow 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.

Required Skills & Experience

  • 8+ years hands-on ServiceNow 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 ServiceNow IntegrationHub and REST/SOAP API

integrations.

  • Strong understanding of ITIL & HR process workflows.

Certifications (Preferred)

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

Soft Skills

  • 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.

**Job Responsibilities

Work with stakeholders to capture requirements for incidents, catalog, workflows, Discovery behaviour, 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 along side PVH platform and process owners

Represent enhancements/ changes on platform at CAB for approvals

Oversee and coordinate for release as per CAB approvals

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

ITSM/ITOM platform refers to ServiceNow ITSM/ITOM module only
Rachael
IT Services | Development | Staffing
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