ServiceNow Lead Engineer - ITOM

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a ServiceNow Lead Engineer – ITOM based in India.** We are seeking an experienced ServiceNow Lead Engineer with strong IT Operations Management (ITOM) expertise to lead technical development and implementation across complex enterprise projects. In this role, you will translate business requirements into scalable ServiceNow solutions while guiding customers and stakeholders through technical design and delivery. You will oversee integrations, service mapping, event management, platform configuration, and custom development using ServiceNow best practices. As a technical leader, you will mentor engineers, review code, and promote consistent development standards across project teams. You will also contribute to testing, production support, incident resolution, and operational documentation. This remote opportunity offers a collaborative, fast-paced environment where you can deepen your platform expertise, pursue professional certifications, and deliver meaningful improvements to enterprise IT operations. ### Accountabilities: - Lead the technical design, configuration, customization, and implementation of ServiceNow ITOM solutions in line with business requirements and established development standards. - Engage with end users, IT teams, customers, and key stakeholders to gather requirements, understand operational challenges, and recommend appropriate technical solutions. - Configure and develop ServiceNow applications, workflows, platform components, and custom functionality to support IT operations and service delivery. - Design, implement, and maintain integrations between ServiceNow and external systems using REST, SOAP, MID Servers, cloud-to-cloud connectivity, and other relevant integration methods. - Apply ServiceNow scripting capabilities, including Business Rules, Client Scripts, Script Includes, Scripted REST APIs, and UI Builder, to deliver robust platform functionality. - Support service mapping and event management activities, including defining impact assessment rules, validating technical requirements, and coordinating with subject matter experts and stakeholders. - Participate in user acceptance testing for service maps, impact rules, and event management solutions, ensuring functionality meets operational and business expectations. - Manage update sets and data promotions across relevant ServiceNow environments, supporting controlled deployments and consistent implementation practices. - Lead and mentor engineering team members by providing technical guidance, conducting peer reviews, and reinforcing coding quality, security, performance, and maintainability standards. - Troubleshoot technical issues, investigate production incidents, and coordinate remediation to maintain platform stability and service reliability. - Collaborate with other technical leads to maintain consistent architectural patterns and avoid disruptions to shared platform functionality. - Create and maintain technical design documents, user documentation, standard operating procedures, and operational guidance to reduce support risks and improve efficiency. ## Requirements: - At least 5 years of experience implementing, administering, configuring, or developing ServiceNow solutions, with a strong focus on ITOM. - Hands-on experience integrating ServiceNow with other systems and platforms using MID Servers, cloud-to-cloud connections, and enterprise integration approaches. - Practical experience with web service integrations, including REST and SOAP, as well as automated and bidirectional system integrations. - Knowledge of data extraction and integration technologies such as JDBC, ODBC, and ETL processes. - Strong understanding of ServiceNow scripting and customization, including Business Rules, Client Scripts, UI Builder, Scripted REST APIs, and Script Includes. - Experience with ITOM processes and the ability to translate business needs into effective technical solutions for enterprise customers. - Familiarity with service mapping, impact assessment rules, event management, testing, deployment, and production support activities. - Demonstrated technical leadership skills, including team mentoring, code reviews, technical design oversight, and coordination of development resources. - Ability to prepare clear technical design documents, implementation specifications, and user-facing documentation. - Strong analytical, troubleshooting, and problem-solving skills, with the ability to adapt quickly in a dynamic project environment. - Effective communication and stakeholder management skills, including the ability to collaborate with customers, technical teams, and business stakeholders. - A four-year undergraduate degree in Computer Science, Computer Engineering, Information Systems, or a related field; equivalent practical experience may also be considered. - Willingness to continue professional development through ServiceNow certifications, platform competency certifications, and module accreditations. - Preferred certifications: ITIL Foundation, ServiceNow Certified System Administrator (CSA), and ServiceNow Certified Application Developer (CAD). ## Benefits: - Remote working arrangement based in India. - Full-time opportunity in a technical leadership role focused on ServiceNow ITOM. - Opportunity to contribute to complex enterprise implementations and platform transformation initiatives. - Access to official ServiceNow training and support for developing platform expertise and pursuing relevant certifications. - Opportunities to mentor engineers, influence technical standards, and strengthen leadership capabilities. - Exposure to service mapping, event management, integrations, automation, and enterprise IT operations. - A collaborative, inclusive working environment that values innovation, professional development, and continuous improvement.