ServiceNow Technical Lead – ITSM, ITOM, CMDB & SecOps

Job Description
Job Title: ServiceNow Technical Lead – ITSM, ITOM, CMDB & SecOps

Experience Required: 10-15 Years

Roles and Responsibilities:

The person will be responsible for leading ServiceNow technical delivery and application management for the BC Hydro Technology tower, with expert-level hands-on ownership across ITSM, ITOM, CMDB, SecOps and related platform capabilities.

The role requires strong technical leadership, platform configuration and customization expertise, integration delivery, CMDB/Discovery support, release governance, production issue resolution and coordination with architects, customer stakeholders, offshore teams and vendor support.

Key Accountabilities:

• Lead day-to-day technical delivery and support for ServiceNow ITSM, ITOM, CMDB, SecOps and related platform capabilities for the BC Hydro account.
• Translate business requirements, incidents, service requests, problem records and change requests into technical tasks, solution designs and delivery plans.
• Configure and enhance ServiceNow ITSM processes such as incident, problem, change, request, knowledge, service catalog, SLA, major incident and reporting capabilities.
• Lead technical implementation for ITOM capabilities such as Discovery, Service Mapping, event integrations, service health and operational visibility as applicable.
• Support CMDB governance and data quality by working on CI classes, relationships, reconciliation, identification rules, data certification and integrations with upstream/downstream systems.
• Provide technical support for SecOps capabilities such as security incident response, vulnerability response, remediation workflows and integrations where applicable.
• Design, develop and review ServiceNow configurations, scripts, Flow Designer flows, workflows, business rules, script includes, client scripts, UI policies, ACLs and scheduled jobs.
• Lead integrations using REST/SOAP APIs, IntegrationHub, MID Server, event sources, monitoring/security tools and enterprise application interfaces.
• Guide developers and administrators on platform best practices, code/configuration quality, peer reviews, testing, deployment and operational documentation.
• Troubleshoot platform, integration, workflow, CMDB, Discovery, service mapping, performance and access/security issues, and drive root cause analysis and permanent fixes.
• Participate in release planning, change implementation, upgrade validation, Automated Test Framework execution and post-production support.
• Prepare and maintain technical design documents, SOPs, runbooks, deployment guides, release notes, knowledge articles and support handover documents.

Experience Required:

• Good communication skills with ability to work with customer stakeholders, solution architects, service owners, technical leads, developers and support teams.
• Minimum 10-15 years of IT experience with strong ServiceNow technical delivery, development, enhancement and managed services support experience.
• Expert-level hands-on experience across ServiceNow ITSM, ITOM, CMDB and SecOps modules with ability to lead technical delivery independently.
• Strong ServiceNow platform development/configuration experience including scripting, business rules, script includes, client scripts, UI policies, ACLs, Flow Designer and Workflow.
• Experience in ITSM process implementation and support including incident, problem, change, request, catalog, knowledge, SLA, reporting and service operations workflows.
• Experience with ITOM capabilities such as Discovery, Service Mapping, Event Management/AIOps, service health and operational visibility is preferred.
• Experience supporting CMDB, CSDM concepts, CI relationships, reconciliation, data quality, data imports and integration-driven CMDB updates.
• Experience with SecOps capabilities such as security incident response, vulnerability response, security tool integrations and remediation workflows is preferred.
• Strong integration experience using REST/SOAP APIs, IntegrationHub, MID Server, import sets, transform maps and event-based integrations.
• Experience in release management, ServiceNow upgrades, ATF, regression testing, source control, platform health and production support.
• Experience in utility, regulated enterprise, SaaS governance or managed services environments is preferred.

Technical Skills:

• ServiceNow ITSM, ITOM, CMDB, SecOps and platform technical leadership.
• Incident, problem, change, request, service catalog, knowledge, SLA, major incident and operational reporting configuration.
• Discovery, Service Mapping, Event Management/AIOps, CMDB population and operational visibility concepts.
• CSDM, CMDB governance, CI classes, relationships, reconciliation, identification rules, data certification and data quality controls.
• ServiceNow SecOps: security incident response, vulnerability response, remediation workflows and security tool integration awareness.
• ServiceNow scripting: Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions, ACLs, Scheduled Jobs, Flow Designer and Workflow.
• IntegrationHub, MID Server, REST/SOAP APIs, import sets, transform maps, web services and enterprise integration patterns.
• Service Portal / Workspace / UI Builder awareness, roles/groups, ACLs, platform security and user access troubleshooting.
• Automated Test Framework, upgrade validation, platform health, performance tuning, release management and technical debt remediation.
• ITIL, Agile delivery, DevOps integrations, Jira/Azure DevOps/Git awareness and managed services operations.


Requirements
Sailpoint