ServiceNow ITSM Implementation Lead

About Infinite:

Infinite is a global leader in digital engineering and IT services, with over 20 years of experience driving digital transformation. We partner with leading Fortune 1000 companies to deliver innovative, scalable technology solutions that accelerate business outcomes.

With deep expertise in telecommunications, healthcare, banking, and finance, Infinite helps organizations optimize and modernize their technology landscapes to achieve long-term growth and efficiency.

Job Description:

POSITION OVERVIEW

We are seeking a skilled and certified ServiceNow ITSM Implementation Engineer to lead the design, configuration, and deployment of ServiceNow IT Service Management (ITSM) solutions for enterprise clients. This hands-on technical role sits at the heart of our ITSM practice, responsible for delivering end-to-end implementations covering Incident, Problem, Change, Request, Service Catalogue, CMDB, and Knowledge Management modules. The ideal candidate is a certified ServiceNow professional who combines deep platform expertise with strong ITIL process knowledge, excellent stakeholder engagement skills, and a passion for delivering measurable business value through well-governed IT service management transformations.

IMPLEMENTATION LIFECYCLE OWNERSHIP

Phase 1

Discovery & Design

• Requirements workshops
• Process gap analysis
• ITIL alignment mapping
• HLD / LLD authoring

Phase 2

Build & Configure

• Module configuration
• Workflow automation
• CMDB / Discovery setup
• Catalogue item build

Phase 3

Test & Integrate

• SIT / UAT coordination
• REST API integrations
• Data migration / import
• Regression testing

Phase 4

Deploy & Optimise

• Go-live cutover
• Hypercare support
• Admin training delivery
• Post-go-live tuning

KEY RESPONSIBILITIES

🛠️ ITSM Module Implementation

• Lead end-to-end configuration of core ServiceNow ITSM modules: Incident Management, Problem Management, Change Management, Request Management, and Knowledge Management.
• Design and implement Service Catalogue items, record producers, order guides, and fulfilment workflows aligned to client service delivery processes.
• Configure SLA definitions, SLA stages, pause conditions, and breach notifications across all ITSM processes in line with agreed OLAs and SLAs.
• Build and maintain Assignment Rules, Inbound Email Actions, Notifications, and UI Policies to automate routine service desk operations.
• Implement Change Advisory Board (CAB) workbench, change models (standard, normal, emergency), and risk assessment frameworks within the Change module.
• Design Problem Management workflows including known error database (KEDB) integration, workaround tracking, and problem-to-change linkage.

🗄️ CMDB & Discovery

• Architect and implement the Configuration Management Database (CMDB) including CI class model, relationships, and CI lifecycle management aligned to ITIL standards.
• Deploy and configure ServiceNow Discovery (horizontal and top-down) with MID Server setup, credential management, and IP range scheduling.
• Implement CMDB Health dashboards and reconciliation rules to maintain data accuracy, completeness, and compliance scores.
• Design and configure CI relationship mapping to support Impact and Affected CI identification within Incident and Change modules.
• Integrate CMDB with external data sources (SCCM, Intune, cloud asset inventories) via Import Sets, Transform Maps, and Integration Hub.

⚙️ Workflow Automation & Scripting

• Design and build complex workflows and Flow Designer flows for ITSM process automation including approvals, escalations, and multi-stage fulfilment.
• Write GlideScript (server-side JavaScript) including Business Rules, Script Includes, Client Scripts, and UI Actions to extend platform functionality.
• Develop and maintain Scheduled Jobs, Event Queues, and Transform Map scripts to support automated data processing and integration tasks.
• Build and configure ServiceNow Virtual Agent topics and NLU models for self-service ticket deflection and guided resolution.
• Implement ATF (Automated Test Framework) test suites to validate ITSM configurations prior to release deployments.

🔗 Integrations & Platform Connectivity

• Design, build, and maintain REST/SOAP API integrations between ServiceNow ITSM and third-party platforms including monitoring tools, CMDB sources, and communication systems.
• Configure Integration Hub spokes for out-of-the-box connectors (Jira, Microsoft Teams, Slack, PagerDuty, Datadog, Azure DevOps) and build custom spokes where required.
• Implement event-driven integrations using ServiceNow Event Management to correlate alerts from monitoring platforms and auto-create ITSM incidents.
• Manage MID Server infrastructure — installation, configuration, cluster setup, and health monitoring for on-premise and hybrid discovery environments.
• Develop and maintain import sets, transform maps, and scheduled data imports for asset, user, and CI population from external authoritative sources.

📋 Reporting, Dashboards & Analytics

• Build and maintain ServiceNow Performance Analytics (PA) indicators, breakdowns, and dashboards to surface ITSM KPIs for operations and executive stakeholders.
• Create and publish Reporting module reports covering SLA compliance, incident volumes, change success rates, problem ageing, and catalogue fulfilment metrics.
• Design Now Platform homepage layouts, service portal widgets, and self-service dashboards tailored to end-user, team lead, and manager personas.
• Implement Continual Service Improvement (CSI) dashboards that track trend data against baseline metrics and support data-driven process optimisation.

📚 Governance, Upgrade & Release Management

• Manage ServiceNow instance strategy including development, test, UAT, and production environments with controlled promotion via Update Sets.
• Lead platform upgrade planning and execution — reviewing release notes, assessing upgrade impact, coordinating regression testing, and overseeing production upgrades.
• Enforce change governance across the ServiceNow platform, managing update set collision resolution and peer-review processes for all configuration changes.
• Maintain comprehensive technical documentation including design specifications, configuration guides, admin runbooks, and end-user training materials.
• Conduct ITSM process maturity assessments, benchmarking client configurations against ITIL 4 best practices and ServiceNow platform capability.

🤝 Stakeholder Engagement & Training

• Lead requirements gathering workshops and process design sessions with ITSM process owners, service desk managers, and IT leadership stakeholders.
• Facilitate data workshops to map existing ITSM data structures to ServiceNow schemas and define data migration and cleansing strategies.
• Deliver administrator and end-user training sessions, produce training guides, and support client knowledge transfer for platform self-sufficiency.
• Act as the primary technical point of contact throughout the project lifecycle, providing regular status updates and managing client expectations proactively.

REQUIRED QUALIFICATIONS

Education & Experience

• Bachelor's degree in Computer Science, Information Systems, Engineering, or an equivalent technical discipline.
• 5–10 years of enterprise IT experience with a minimum of 3 years dedicated to ServiceNow ITSM implementation and configuration.
• Hands-on delivery experience across at least 3 full-lifecycle ITSM implementations (discovery through go-live and hypercare) in mid-to-large enterprise environments.
• Strong working knowledge of ITIL 4 service management practices — particularly Incident, Problem, Change, Service Request, and CMDB processes.