Job Specifications
Job- ServiceNow ITSM & HRSD Technical Lead
Location: Hybrid role in Boston, MA
Job Description
Role Summary
The ServiceNow ITSM & HRSD Technical Lead is responsible for leading the design,
development, and implementation of ServiceNow solutions with a strong focus on IT
Service Management and HR Service Delivery modules. This role will oversee solution
architecture, integrations, platform governance, technical delivery, and production
support activities to ensure scalable and high-quality ServiceNow implementations.
Key Responsibilities
Technical Leadership & Solution Design
Lead end-to-end ServiceNow support or implementations for ITSM and HRSD.
Translate business requirements into scalable and compliant technical solutions.
Define and maintain platform architecture, data models, and integration
designs.
Drive CMDB, Service Catalog, and Workflow design best practices.
Development & Configuration
Configure and customize ServiceNow modules using Flows, UI Policies,
Business Rules, Script Includes, Client Scripts, Widgets, and IntegrationHub.
Develop and maintain HR Case & Knowledge Management, HR Services,
Lifecycle Events, and Employee Center experiences.
Implement ITSM processes including Incident, Problem, Change, Request,
Knowledge, CMDB, SLA, and Discovery where applicable.
Integration & Platform Governance
Design and manage integrations between ServiceNow and external systems
(REST, SOAP, MID Server, OAuth).
Govern platform upgrades, patches, performance tuning, and security
compliance.
Ensure adherence to ServiceNow coding, naming, and security standards.
Team & Stakeholder Collaboration
Lead and mentor ServiceNow developers and analysts.
Work closely with Business Stakeholders, HR, ITSM Process Owners, Security
Teams, and Project Managers.
Lead workshops, solution reviews, demos, and UAT sessions.
Required Skills & Experience
8+ years hands-on ServiceNow implementation experience.
Strong expertise in ITSM and HRSD modules.
Proficiency in JavaScript, Glide API, Flow Designer, ATF, Scoped Apps.
Experience designing HR Case Management, Employee Service Center portals,
HR Knowledge & Services.
Hands-on experience working with CMDB & Service Mapping (preferred).
Experience with ServiceNow IntegrationHub and REST/SOAP API
integrations.
Strong understanding of ITIL & HR process workflows.
Certifications (Preferred)
ServiceNow Certified System Administrator (CSA) – Required
ServiceNow ITSM Implementation Specialist
ServiceNow HRSD Implementation Specialist
ITIL v3/v4 Foundation
Soft Skills
Excellent communication, documentation, and stakeholder engagement skills.
Ability to lead technical teams and manage delivery timelines.
Problem-solving and analytical thinking with a proactive work approach.
Job Responsibilities
Work with stakeholders to capture requirements for incidents, catalog, workflows, Discovery behaviour, ITSM/ITOM/ITAM processes, license models, playbooks or any other platform enhancement requests.
Convert business needs into functional requirements/user stories.
Validate OOB capabilities vs customization needs.
Maintain process documentation (ITSM processes, CMDB governance, SAM entitlement processes, ITAM lifecycle).
Perform UAT coordination, stakeholder alignment, and release readiness validation.
Drive continuous improvement and identify automation opportunities.
Drive sprint planning along side PVH platform and process owners
Represent enhancements/ changes on platform at CAB for approvals
Oversee and coordinate for release as per CAB approvals
ServiceNow Agile module to create enhancement requests and stories, no other tools are used(Jira, Confluence, etc.)
ITSM/ITOM platform refers to ServiceNow ITSM/ITOM module only
Rachael
IT Services | Development | Staffing
URL: http:/www.sidramtech.com |
Email: rachael@sidramtech.com
Direct: 4705239688
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