ServiceNow ITSM Technical Lead

APN Consulting, Inc. is a progressive IT staffing and services company offering innovative business solutions to improve client business outcomes. We focus on high impact technology solutions in ServiceNow, Fullstack, Cloud & Data, and AI / ML. Due to our globally expanding service offerings we are seeking top-talent to join our teams and grow with us.

Direct Client Requirement
Job Title: ServiceNow ITSM Technical Lead
Role Summary
We are seeking a hands-on ServiceNow ITSM Technical Lead to drive the design, development, and implementation of ServiceNow solutions across IT Service Management (ITSM) processes. The ideal candidate will act as a technical authority, leading configurations, integrations, and enhancements while ensuring alignment with ITIL best practices and enterprise architecture standards.

Key Responsibilities
• Lead end-to-end design, configuration, and implementation of ServiceNow ITSM modules (Incident, Problem, Change, Request, Knowledge, CMDB).
• Act as technical lead for ServiceNow platform enhancements, upgrades, and production support.
• Design and develop workflows, business rules, client scripts, UI policies, and integrations.
• Collaborate with business stakeholders to translate requirements into scalable ServiceNow solutions.
• Own technical architecture decisions for ServiceNow ITSM implementations.
• Integrate ServiceNow with external systems using REST, SOAP, and MID Server.
• Ensure CMDB data integrity and configuration management best practices.
• Provide guidance and mentorship to ServiceNow developers and administrators.
• Troubleshoot complex platform issues and provide root cause analysis.
• Ensure adherence to ITIL processes and ServiceNow development standards.
• Participate in governance, release management, and change control processes.

Required Skills & Experience
• 7–12+ years of IT experience with 5+ years in ServiceNow development/implementation.
• Strong expertise in ServiceNow ITSM suite.
• Hands-on experience with:
o Workflows / Flow Designer
o Business Rules, Client Scripts, Script Includes
o Integration (REST/SOAP APIs, MID Server)
• Strong understanding of ITIL framework and enterprise IT operations.
• Experience with CMDB, Discovery, and Service Mapping (preferred).
• Knowledge of JavaScript (ServiceNow server/client-side scripting).
• Experience in ServiceNow upgrades and performance tuning.
• Strong troubleshooting and analytical skills.

Preferred Qualifications
• ServiceNow Certified System Administrator (CSA) – required.
• ServiceNow Certified Implementation Specialist (ITSM) – preferred.
• Experience in Agile/Scrum environments.
• Exposure to Service Portal, Virtual Agent, or Performance Analytics.
• Experience working in large enterprise or multi-vendor environments.








We are committed to fostering a diverse, inclusive, and equitable workplace where individuals from all backgrounds feel valued and empowered to contribute their unique perspectives. We strongly encourage applications from candidates of all genders, races, ethnicities, abilities, and experiences to join our team and help us build a culture of belonging.