ServiceNow Lead

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.

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