Position: ServiceNow Lead – ITSM

Experience: 9+ Years

Location: As per business requirement

Job Summary

We are seeking an experienced ServiceNow Lead to drive ITSM transformation

initiatives, lead development and administration teams, and provide technical and

functional leadership across ServiceNow implementations. The ideal candidate

should have solid stakeholder management, architecture, and delivery governance

experience.

Key Responsibilities

 Lead end-to-end ServiceNow ITSM implementation and enhancement

projects.

 Define solution architecture, design standards, and implementation strategy.

 Manage ServiceNow development, administration, and support teams.

 Engage with business stakeholders to understand and transform business

processes.

 Oversee Incident, Problem, Change, Request, Knowledge, CMDB, and

Service Catalog processes.

 Provide technical guidance for integrations, automation, and platform

optimization.

 Ensure compliance with ServiceNow governance and security standards.

 Conduct code reviews, design reviews, and release management activities.

 Drive platform roadmap, upgrades, and continuous improvement initiatives.

 Manage project risks, resources, timelines, and vendor coordination.

Required Skills





 Deep expertise in ServiceNow ITSM implementation and architecture.

 Strong leadership and stakeholder management skills.

 Experience managing large enterprise ServiceNow environments.

 Expertise in Flow Designer, IntegrationHub, CMDB, Discovery, and Service

Portal.

 Understanding of ITIL framework and IT Operations Management.

 Experience in Agile/Scrum project delivery.

Mandatory Certifications

 ServiceNow Certified System Administrator (CSA)

 ServiceNow Certified Application Developer (CAD)

 ServiceNow Certified Implementation Specialist – ITSM (CIS-ITSM)

 ITIL Foundation v4 Certification

Preferred Certifications

 Certified Technical Architect (CTA) - ServiceNow

 ServiceNow Certified Implementation Specialist – CSM

 ServiceNow Certified Implementation Specialist – Discovery

 PMP / Scrum Master Certification

Leadership Expectations

 Lead a team of ServiceNow Developers, Administrators, and Analysts.

 Act as the primary escalation point for ServiceNow platform issues.

 Mentor junior and mid-level ServiceNow resources.

 Drive solution innovation and process optimization initiatives.

📌 ServiceNow Lead - ITSM (Sydney)
🏢 Hexaware APAC
📍 Sydney