•
Lead and perform ServiceNow configuration and customization, including (but not limited to)

screen tailoring, form and list configuration, Service Catalog and portal configuration,

workflow/Flow Designer administration, and report/dashboards setup.

•
Design, build, and maintain ITSM processes (Incident, Problem, Change, Request, Knowledge, Service Catalog) and ITAM processes (hardware, software, SAM, HAM, license and lifecycle management) on the ServiceNow platform.

•
Manage data imports and integrations, including LDAP/Active Directory integration for user/group/role management and other third-party integrations supporting ITSM and ITAM (e.g., discovery, SCCM/Intune/JAMF, procurement/ERP, monitoring, software license tools).

•
Develop and maintain custom scripting (Business Rules, Client Scripts, Script Includes, UI Policies/Actions, ACLs, and integrations using REST APIs) while adhering to platform best practices.

• 
  •
  Act as the technical lead for ITSM and ITAM enhancements, balancing hands-on development with solution design, documentation, governance, and mentoring other team members.

Requirements

•
Extensive hands-on experience as a ServiceNow Admin/Developer with a strong focus on:

• 
  IT Service Management (Incident, Problem, Change, Request, Knowledge,
  Service Catalog)
• 
  IT Asset Management (hardware, software, SAM, HAM, license management, lifecycle management)

•
Solid understanding of ITIL-based ITSM processes and how they are implemented and automated in ServiceNow.

•
Strong CMDB knowledge, especially as it relates to ITSM and ITAM:

• 
  CI modeling and relationships
• 
  Discovery and Service Mapping to support incident, change, problem, and asset/configuration management.

•
Experience designing and configuring:

• 
  ITSM workflows (e.g., approvals, change models, request fulfillment)
• 
  ITAM processes (asset intake, inventory, reconciliation, depreciation, disposal, software license compliance)

•
Experience with ServiceNow components used heavily in ITSM/ITAM:

• 
  Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, ACLs
• 
  Service Catalog items, record producers, and request workflows
• 
  Performance Analytics for ITSM and ITAM KPIs and SLAs

•
Experience with ServiceNow Flow Designer and/or Workflow Editor for automating ITSM and ITAM processes end-to-end.

• 
  IntegrationHub or other integration tools to connect ServiceNow with discovery
  tools, SCCM/Intune/JAMF, procurement/ERP, software license tools, and monitoring systems.
• 
  Automated Test Framework (ATF) for regression testing of ITSM/ITAM functionality.

•
Strong understanding of identity and access (AD/LDAP) as it relates to:

• 
  User, group, and role management in support of ITSM/ITAM processes and
  approvals.

•
Proficiency in scripting and integrations commonly used in ITSM/ITAM:

• 
  JavaScript, REST APIs, JSON (GraphQL, HTML/CSS as needed for portal/UX)

•
Experience working in Agile / Scrum environments for iterative delivery of ITSM and ITAM capabilities.

•
ServiceNow System Administrator Certification (preferred).

•
ServiceNow ITSM and/or ITAM/SAM/HAM certifications (preferred).

Process Skills

•
Lead the design, implementation, and continuous improvement of ITSM and ITAM processes on ServiceNow in alignment with ITIL and industry best practices.

•
Work with process owners (Incident, Change, Problem, Request, CMDB, Asset, SAM/HAM) to:

• 
  Capture and refine business requirements
• 
  Translate them into clear technical specifications and user stories on the ServiceNow platform.

•
Define standards and governance for:

• 
  CMDB data quality and CI lifecycle
• 
  Asset lifecycle (request, procurement, receipt, deployment, maintenance, recovery, disposal)
• 
  Software license and hardware asset tracking and compliance.

•
Plan and manage platform changes related to ITSM/ITAM:

• 
  Upgrades, patches, and new releases impacting ITSM and ITAM modules
• 
  Regression testing and validation of core operational workflows.

•
Create and maintain design patterns and implementation plans for:

• 
  New ITSM/ITAM capabilities (e.g., new service offerings, asset classes, license
  models)
• 
  Integrations with IT operations, procurement, finance, and HR systems.

•
Define and execute test plans and test cases for ITSM and ITAM:

• 
  Functional tests, regression tests, and user acceptance tests
• 
  Ensuring data integrity across CMDB, assets, and related processes.

•
Develop and maintain ITSM/ITAM reporting and analytics:

• 
  KPIs, dashboards, and Performance Analytics for service performance, SLA
  compliance, asset utilization, and license compliance.

•
Provide subject matter expertise and technical support for ITSM and ITAM:

• 
  Troubleshooting process and platform issues
• 
  Ensuring operational stability and continuous service/asset visibility.

•
Stay current with ServiceNow ITSM and ITAM product enhancements and best practices and proactively recommend improvements.

•
Serve as the primary technical and process lead for ITSM and ITAM on ServiceNow, acting as an escalation point for complex issues.

•
Collaborate effectively with cross-functional teams:

• 
  Service desk, operations, security, procurement, finance, architecture, and vendor
  management.

•
Communicate clearly with both technical and non-technical stakeholders, ensuring alignment and high client satisfaction.

•
Coach and mentor team members (admins, developers, process owners, and analysts) on ITSM and ITAM best practices and ServiceNow capabilities.

•
Promote a culture of continuous improvement for ITSM and ITAM processes and tooling.

•
Operate independently, manage multiple ITSM/ITAM initiatives, and adapt quickly in a fast-paced environment.

•
Demonstrate strong ownership, accountability, and the ability to balance strategic improvements with day-to-day operational demands.

Qualification

•
5 to 7+years of relevant working experience in ServiceNow or managing an equivalent platform