ServiceNow ITSM Lead

Astra North Infoteck Inc.

Toronto, ON
Permanent
Full-time

3 days ago

Job Title:ServiceNow ITSM Technical LeadExperience Required:6–8 YearsJob Summary:We are looking for an experienced ServiceNow Technical Lead to design, build, and deliver scalable ServiceNow solutions across IT and non-IT domains. The ideal candidate will have strong hands-on development expertise, leadership capabilities, and experience working in Agile environments.Key Responsibilities:

Design, build, test, and deploy ServiceNow solutions using ITSM, Virtual Agent, and the Now Platform

Develop and configure ServiceNow components including Client Scripts, Business Rules, UI Actions, UI Policies, Script Includes, REST APIs, Notifications, Reports, Dashboards, and Performance Analytics indicators

Build and manage Service Catalog, Workflows, Flow Designer, and automation solutions

Lead new implementations, enhancements, and backlog development activities

Develop and support integrations between ServiceNow and enterprise systems

Implement Service Portal solutions using AngularJS

Support CMDB, Cloud Discovery, and platform upgrades while minimizing customizations

Collaborate with business analysts and stakeholders to translate business requirements into technical solutions

Provide technical guidance and mentorship to developers, administrators, and testers

Participate in Agile delivery including sprint planning, code reviews, testing, and UAT defect resolution

Leverage Now Assist and AI-driven capabilities across ITSM, Virtual Agent, HRSD, and CSM modules

Required Skills & Qualifications:

6–8 years of hands-on experience in ServiceNow development

Minimum of 2 end-to-end implementations of ServiceNow ITSM and Virtual Agent

Strong knowledge of ServiceNow platform architecture and development best practices

Expertise in client-side and server-side scripting (JavaScript, Glide), HTML, CSS, and XML

Experience with ServiceNow modules such as HRSD, CSM, SecOps, and other non-ITSM modules

Strong experience in integrations using REST APIs and other integration methods

Experience working in Agile/Scrum delivery models

Good-to-Have Skills:

Experience with ITOM, ITAM, SAM, HAM, BCM, APM, and App Engine

Experience implementing Now Assist (AI capabilities in ServiceNow)

Strong communication skills with the ability to collaborate across distributed/global teams

Key Competencies:

Leadership and mentoring abilities

Strong analytical and problem-solving skills

Excellent communication and stakeholder management

Ability to work in a fast-paced, Agile environment

Keywords:ServiceNow, ITSM, Virtual Agent, CMDB, REST API, AngularJS, Service Portal, Agile, HRSD, CSM, SecOps, Now Platform

Astra North Infoteck Inc.

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