What are the responsibilities and job description for the ServiceNow ITSM Lead | W2 Only | On-site Role | position at Xlysi?
KEY RESPONSIBILITIES:
Technical Development/Knowledge & ServiceNow Platform Ownership
• Design, configure, and develop ServiceNow ITSM solutions across Incident, Problem, Change, Request, and Service Catalog modules
• Build and maintain integrations with third-party tools (monitoring platforms, identity management, CMDB data sources) using REST APIs, IntegrationHub, and MID Server
• Develop and maintain CMDB Discovery configurations, IRE identification rules, and data quality governance processes
• Author scripted components including Business Rules, Script Includes, Client Scripts, UI Policies, Flow Designer flows, and Scheduled Jobs
• Own technical design documentation including solution design records, data flow diagrams, and integration specifications
• Conduct peer code reviews, enforce development best practices, and maintain upgrade-safe customization standards
• Build and maintain reporting dashboards, Performance Analytics indicators, and ITSM metric frameworks
Team Leadership
• Lead and coordinate a delivery team of 3–6 ServiceNow developers and configuration analysts
• Assign and prioritize work across sprint cycles in alignment with the Platform Owner
• Mentor junior team members on ServiceNow platform development standards and ITSM process design
• Facilitate daily stand-ups, sprint planning, and retrospectives, own technical risk identification within the team
• Escalate blockers and coordinate with offshore team members where applicable
Client Engagement
• Serve as the primary technical point of contact for the client ITSM and CMDB stakeholders
• Lead requirements discovery sessions, process workshops, and design reviews with client process owners
• Present sprint demos, solution walkthroughs, and status updates to client leadership
REQUIRED QUALIFICATIONS:
Experience
• 5–8 years of hands-on ServiceNow development and configuration experience
• Demonstrable delivery experience across at minimum three of: Incident Management, Problem Management,
Change Management, Service Catalog, CMDB/Discovery, Integrations, or Reporting/PA
• Prior experience in a client-facing or technical lead capacity on an implementation or managed services
engagement
• Experience leading or mentoring a development team of 3 individuals
Technical Skills
• ServiceNow server-side development: Business Rules, Script Includes, REST API integrations, Scheduled Jobs
• ServiceNow client-side development: Client Scripts, UI Policies, UI Actions, GlideForm/GlideAjax
• Flow Designer and Integration Hub (spoke development or configuration)
• CMDB fundamentals: Discovery, IRE rules, CI class hierarchy, CSDM alignment
• Reporting: Performance Analytics, dashboards, scheduled reports
• ServiceNow upgrade processes, update set management, and instance cloning practices
• ITSM process knowledge aligned to ITIL v3 or ITIL 4 framework.
Certifications
• ServiceNow Certified System Administrator (CSA) — Required
• ServiceNow Certified Application Developer (CAD) — Required
• ServiceNow Certified Implementation Specialist — ITSM (CIS-ITSM) — Required
• Additional CIS certifications (Discovery, HRSD, etc.) — Preferred
• ITIL 4 Foundation — Preferred
Preferred:
Experience on Health Care, or critical infrastructure sector ServiceNow engagements
Technical Development/Knowledge & ServiceNow Platform Ownership
• Design, configure, and develop ServiceNow ITSM solutions across Incident, Problem, Change, Request, and Service Catalog modules
• Build and maintain integrations with third-party tools (monitoring platforms, identity management, CMDB data sources) using REST APIs, IntegrationHub, and MID Server
• Develop and maintain CMDB Discovery configurations, IRE identification rules, and data quality governance processes
• Author scripted components including Business Rules, Script Includes, Client Scripts, UI Policies, Flow Designer flows, and Scheduled Jobs
• Own technical design documentation including solution design records, data flow diagrams, and integration specifications
• Conduct peer code reviews, enforce development best practices, and maintain upgrade-safe customization standards
• Build and maintain reporting dashboards, Performance Analytics indicators, and ITSM metric frameworks
Team Leadership
• Lead and coordinate a delivery team of 3–6 ServiceNow developers and configuration analysts
• Assign and prioritize work across sprint cycles in alignment with the Platform Owner
• Mentor junior team members on ServiceNow platform development standards and ITSM process design
• Facilitate daily stand-ups, sprint planning, and retrospectives, own technical risk identification within the team
• Escalate blockers and coordinate with offshore team members where applicable
Client Engagement
• Serve as the primary technical point of contact for the client ITSM and CMDB stakeholders
• Lead requirements discovery sessions, process workshops, and design reviews with client process owners
• Present sprint demos, solution walkthroughs, and status updates to client leadership
REQUIRED QUALIFICATIONS:
Experience
• 5–8 years of hands-on ServiceNow development and configuration experience
• Demonstrable delivery experience across at minimum three of: Incident Management, Problem Management,
Change Management, Service Catalog, CMDB/Discovery, Integrations, or Reporting/PA
• Prior experience in a client-facing or technical lead capacity on an implementation or managed services
engagement
• Experience leading or mentoring a development team of 3 individuals
Technical Skills
• ServiceNow server-side development: Business Rules, Script Includes, REST API integrations, Scheduled Jobs
• ServiceNow client-side development: Client Scripts, UI Policies, UI Actions, GlideForm/GlideAjax
• Flow Designer and Integration Hub (spoke development or configuration)
• CMDB fundamentals: Discovery, IRE rules, CI class hierarchy, CSDM alignment
• Reporting: Performance Analytics, dashboards, scheduled reports
• ServiceNow upgrade processes, update set management, and instance cloning practices
• ITSM process knowledge aligned to ITIL v3 or ITIL 4 framework.
Certifications
• ServiceNow Certified System Administrator (CSA) — Required
• ServiceNow Certified Application Developer (CAD) — Required
• ServiceNow Certified Implementation Specialist — ITSM (CIS-ITSM) — Required
• Additional CIS certifications (Discovery, HRSD, etc.) — Preferred
• ITIL 4 Foundation — Preferred
Preferred:
Experience on Health Care, or critical infrastructure sector ServiceNow engagements