ServiceNow ITOM Lead

ServiceNow ITOM Lead

Wilmington, DE

Monday – Friday 8:00 – 5:00 

Remote

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.

Some of the things you will be doing: 

• Strategic Planning: Develop and execute the ITOM strategic roadmap, aligning Discovery, CMDB, Service Mapping, Event Management, Operational Intelligence, and Orchestration with IT and business objectives.

• Solution Architecture: Architect and deliver robust, scalable, and secure ITOM solutions; review and approve all ITOM design decisions made by the team.

• CSDM/CMDB Ownership & Health: Lead CMDB design, governance, and ongoing health including CSDM adherence, normalization rules, data integrity, and reconciliation. Own the authoritative source of truth for IT infrastructure and services.

• Pattern & Probe Development: Develop and maintain custom Discovery patterns, probes, sensors, and Service Mapping rules; provide hands-on guidance and quality review for the team.

• Event Management & AIOps: Oversee Event Management and Operational Intelligence configurations; drive correlation rules, alert noise reduction, and actionable insight delivery to operations teams.

• Code Quality & Governance: Define and enforce coding standards, peer-review processes, and governance policies for all ITOM development, scripting, and configuration.

• Project Oversight: Manage the full ITOM project lifecycle — from requirements and design through deployment, UAT, and post-implementation support — delivering on time and on budget.

• Stakeholder Engagement: Translate stakeholder requirements into durable ServiceNow solutions; act as the primary ITOM liaison for infrastructure, operations, security, and business teams.

• Reporting & Analytics: Build and maintain KPI dashboards, operational reporting, and executive-ready analytics that surface trends, risks, and ROI across the ITOM estate.

• ROI & Value Management: Articulate ITOM value, manage to defined ROI milestones, and communicate successes, risks, and opportunities to senior leadership.

• Continuous Improvement: Stay current with ServiceNow ITOM roadmap releases, platform updates, and industry trends; champion adoption of features that deliver measurable value.

• People Leadership: Lead, mentor, and develop a team of ITOM developers and administrators; support resourcing, performance management, and professional growth.

What technical skills, experience and qualifications do you need?

• Bachelor’s degree in computer science, Information Systems, or a related technical field (required).

• Master's degree or MBA (preferred).

• 10 years of IT infrastructure, operations, or platform engineering experience.

• 7 years of hands-on ServiceNow experience, with at least 4 years focused on ITOM (Discovery, CMDB, Service Mapping, Event Management, Operational Intelligence, and/or Orchestration).

• 3 years in a technical lead, architect, or team lead capacity on ServiceNow implementations.

• Demonstrated experience architecting and delivering enterprise-grade ITOM solutions in complex, multi-cloud or hybrid environments.

• Proven track record managing ServiceNow platform upgrades, instance strategy, and cross-module governance.

• Deep expertise in ServiceNow ITOM: Discovery (agentless and MID Server-based), 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.

Preferred Qualifications:

• ServiceNow Certified Implementation Specialist – ITOM (CIS-ITOM) — strongly preferred.

• ServiceNow Certified System Administrator (CSA).

• ServiceNow Certified Application Developer (CAD) or additional CIS certifications (ITSM, SecOps, HR, SPM).

• ITIL v4 Foundation or higher.

• Experience in a Managed Service Provider (MSP) environment or managing vendor / offshore delivery teams.

• Familiarity with financial services, insurance, or regulated-industry IT compliance requirements.

• Experience presenting platform strategy to C-suite or board-level audiences.

#CSC #CSCCareers #LI-HL1