ServiceNow ITSM Lead | W2 Only | On-site Role |

Xlysi•Chicago, IL

4d•Onsite

About The Position

This role is for a ServiceNow ITSM Lead responsible for technical development, platform ownership, team leadership, and client engagement. The position requires designing, configuring, and developing ServiceNow ITSM solutions, building integrations, managing CMDB, and authoring scripted components. The lead will also be responsible for technical design documentation, code reviews, and maintaining development standards. In terms of team leadership, the role involves leading and coordinating a delivery team, assigning and prioritizing work, mentoring junior members, facilitating team meetings, and identifying technical risks. Client engagement includes serving as the primary technical point of contact, leading discovery sessions, and presenting solutions to stakeholders.

Requirements

5–8 years of hands-on ServiceNow development and configuration experience
Demonstrable delivery experience across at minimum three of: Incident Management, Problem Management, Change Management, Service Catalog, CMDB/Discovery, Integrations, or Reporting/PA
Prior experience in a client-facing or technical lead capacity on an implementation or managed services engagement
Experience leading or mentoring a development team of 3+ individuals
ServiceNow server-side development: Business Rules, Script Includes, REST API integrations, Scheduled Jobs
ServiceNow client-side development: Client Scripts, UI Policies, UI Actions, GlideForm/GlideAjax
Flow Designer and Integration Hub (spoke development or configuration)
CMDB fundamentals: Discovery, IRE rules, CI class hierarchy, CSDM alignment
Reporting: Performance Analytics, dashboards, scheduled reports
ServiceNow upgrade processes, update set management, and instance cloning practices
ITSM process knowledge aligned to ITIL v3 or ITIL 4 framework
ServiceNow Certified System Administrator (CSA) — Required
ServiceNow Certified Application Developer (CAD) — Required
ServiceNow Certified Implementation Specialist — ITSM (CIS-ITSM) — Required

Nice To Haves

Additional CIS certifications (Discovery, HRSD, etc.)
ITIL 4 Foundation
Experience on Health Care, or critical infrastructure sector ServiceNow engagements

Responsibilities

Design, configure, and develop ServiceNow ITSM solutions across Incident, Problem, Change, Request, and Service Catalog modules
Build and maintain integrations with third-party tools (monitoring platforms, identity management, CMDB data sources) using REST APIs, IntegrationHub, and MID Server
Develop and maintain CMDB Discovery configurations, IRE identification rules, and data quality governance processes
Author scripted components including Business Rules, Script Includes, Client Scripts, UI Policies, Flow Designer flows, and Scheduled Jobs
Own technical design documentation including solution design records, data flow diagrams, and integration specifications
Conduct peer code reviews, enforce development best practices, and maintain upgrade-safe customization standards
Build and maintain reporting dashboards, Performance Analytics indicators, and ITSM metric frameworks
Lead and coordinate a delivery team of 3–6 ServiceNow developers and configuration analysts
Assign and prioritize work across sprint cycles in alignment with the Platform Owner
Mentor junior team members on ServiceNow platform development standards and ITSM process design
Facilitate daily stand-ups, sprint planning, and retrospectives, own technical risk identification within the team
Escalate blockers and coordinate with offshore team members where applicable
Serve as the primary technical point of contact for the client ITSM and CMDB stakeholders
Lead requirements discovery sessions, process workshops, and design reviews with client process owners
Present sprint demos, solution walkthroughs, and status updates to client leadership