Service Now Technical Solutions Lead

Permanent Full Time

The ServiceNow Technical Solutions Lead plays a pivotal role in implementing and advancing the Common Service Data Model (CSDM) practice. This role is responsible for ensuring the successful adoption of CSDM principles, aligning data models with organizational needs, and guiding teams through the integration and modernization of data discovery practices.

Partnering closely with the Service Configuration Manager and IT Asset Management Manager, you will lead technical improvements and innovations across service configuration and asset management processes and platforms. Your leadership ensures that Service Configuration Management and IT Asset Management practices are optimized, CI/asset data management is streamlined, and the overall service management strategy aligns with business objectives.

Drawing on deep technical expertise in the ServiceNow platform—including ITOM Discovery, Service Configuration Management, and IT Asset Management—combined with CSDM methodology, you will mature both disciplines individually and at their intersection. This will strengthen the delivery and lifecycle management of services and IT assets across the organization.

**What you will do**

- Influence change and drive adoption of industry best platform practices for configuration, discovery, and IT asset management.
- Lead the implementation and sustainment of the Common Service Data Model (CSDM) across the ServiceNow platform.
- Ensure the successful adoption of CSDM principles, guiding teams through the modernization of discovery and data integration practices.
- Develop and maintain the operating model for Technical Services ensuring long-term scalability and sustainment.

- Provide architecture and technical direction for design and implementation (CSDM/Service Offerings/ITAM) and co-team with Enterprise Architecture

- Define and maintain the data flow architecture across ServiceNow modules (e.g., SAM, HAM, APM) to ensure alignment with configuration and asset management practices.
- Collaborate with ITAM and Service Configuration teams to raise awareness and provide education, supporting CMDB and ITAM process maturity.
- Review and recommend enhancements to configuration management practices, processes, and procedures, focusing on automation and operational efficiency.
- Participate in data governance activities related to CSDM, ITAM, and other ServiceNow platform data, ensuring compliance with standards.
- Work with internal and external stakeholders to understand data demands and manage platform requirements, aligning with CSDM principles.
- Partner with stakeholders across IT Operations, ITAM, Service Configuration, Cloud Engineering, Finance, EA and GRC to align data and processes with enterprise goals.
- Lead technical data normalization efforts prior to ingestion into the CMDB and ITAM systems of record.
- Define technical and procedural requirements with stakeholders; design, test, and implement solutions that deliver measurable value.
- Communicate technical problems and solutions effectively to both technical and non-technical audiences.
- Maintain current ServiceNow knowledge through self-study and utilization of available training

**What you will bring**

- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
- Minimum of 7 years of progressive experience in Service Now Platform, IT Service Management, IT Operations, and/or IT Asset Management.
- Proven technical knowledge and hands-on experience with:

- Advanced hands-on experience with ServiceNow ITOM Discovery and Service Mapping - design, configuration, and sustainment.
- Hands-on experience with IT Asset Management (SAMPro and HAMPro) with integration into CMDB. Including implementation of platform plugins and integrations (SGC & SaaS integrations).
- Strong leader in CMDB governance, data modeling, and normalization to ensure quality and sustainability.

- Strong understanding of service and asset lifecycle management and where the disciplines intersect.
- Ability to translate technical dependencies into business service models that enable decision-making and operational efficiency.
- Ability to understand business requirements and convert them into solution designs
- Demonstrated experience in defining data flow architectures across ServiceNow modules and implementing automation to drive efficiency.
- Excellent analytical, collaboration, and stakeholder engagement skills, with the ability to communicate technical concepts clearly to both technical and non-technical audiences.
- Adept at working in a team environment, and able to handle multiple priorities
- ServiceNow certifications in Service Now platform, ITOM, ITAM, CSDM (preferred).
- The base salary for this position is between **$76,400**:

- $141,400**annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc).