Job Title: Technical Lead ServiceNow
Location: Vancouver, British Columbia, Canada
Work Mode: Onsite
Experience: 10 15 Years
Job Description
We are seeking an experienced Technical Lead ServiceNow to lead the technical delivery, development, and application management of enterprise ServiceNow solutions. The ideal candidate will have expert-level hands-on experience across ITSM, ITOM, CMDB, and SecOps, with strong expertise in platform configuration, scripting, integrations, CMDB governance, release management, and production support.
Key Responsibilities
Lead end-to-end technical delivery and support for ServiceNow ITSM, ITOM, CMDB, SecOps, and related platform capabilities.
Translate business requirements, incidents, service requests, and change requests into scalable technical solutions.
Configure and enhance ITSM modules including Incident, Problem, Change, Request, Service Catalog, Knowledge, SLA, Major Incident, and Reporting.
Implement and support ITOM capabilities such as Discovery, Service Mapping, Event Management, AIOps, and Service Health.
Support CMDB governance, CI lifecycle, reconciliation, identification rules, data quality, and integration-driven updates.
Configure and support SecOps capabilities including Security Incident Response, Vulnerability Response, and remediation workflows.
Develop and review Business Rules, Script Includes, Client Scripts, UI Policies, ACLs, Flow Designer, Workflows, Scheduled Jobs, and UI Actions.
Design and implement integrations using IntegrationHub, MID Server, REST/SOAP APIs, Import Sets, Transform Maps, and enterprise integrations.
Mentor developers and administrators, perform code reviews, and ensure adherence to ServiceNow best practices.
Troubleshoot platform, workflow, integration, CMDB, Discovery, Service Mapping, and performance issues.
Participate in release planning, upgrades, Automated Test Framework (ATF), deployment validation, and post-production support.
Prepare technical documentation including solution designs, deployment guides, SOPs, runbooks, release notes, and knowledge articles.
Required Skills & Experience
10 15 years of IT experience with strong ServiceNow development and technical leadership.
Expert-level hands-on experience with ServiceNow ITSM, ITOM, CMDB, and SecOps.
Strong expertise in Business Rules, Script Includes, Client Scripts, UI Policies, ACLs, Flow Designer, Workflow, and UI Actions.
Experience implementing ITSM processes including Incident, Problem, Change, Request, Service Catalog, Knowledge, SLA, and Reporting.
Strong knowledge of Discovery, Service Mapping, Event Management, CSDM, and CMDB Governance.
Experience with Security Incident Response, Vulnerability Response, and security integrations.
Hands-on experience with IntegrationHub, MID Server, REST/SOAP APIs, Import Sets, and Transform Maps.
Experience with ATF, ServiceNow upgrades, platform health monitoring, performance tuning, and release management.
Familiarity with ITIL, Agile, DevOps, Git, Jira, Azure DevOps, and CI/CD practices.
Excellent leadership, communication, stakeholder management, and problem-solving skills.
Technical Skills
ServiceNow ITSM
ServiceNow ITOM
CMDB & CSDM
SecOps
Discovery
Service Mapping
Event Management / AIOps
Business Rules
Script Includes
Flow Designer
IntegrationHub
MID Server
REST/SOAP APIs
ATF
Service Portal / Workspace
ITIL
Agile / DevOps
Primary Skills (PS)
ServiceNow ITSM, ITOM, CMDB, SecOps, Flow Designer, IntegrationHub, REST APIs.
Technical Lead – ServiceNow • Vancouver, BC, Canada
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