IntroductionA career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.
Your Role And ResponsibilitiesWe are seeking an experienced ServiceNow Technical Lead to support the implementation, expansion, configuration, and maintenance of ServiceNow solutions across Customer Service Management, IT Service Management, and enterprise service management functions.
The ideal candidate will possess a strong combination of functional consulting, technical expertise, ServiceNow platform knowledge, and stakeholder management skills. The role requires the ability to lead business discovery and requirements workshops, translate business needs into functional and technical designs, configure and implement ServiceNow solutions, and provide guidance on solution strategy, effort estimation, costing, governance, and best practices.
The consultant will work closely with business stakeholders, architects, developers, project managers, and technical teams to deliver scalable ServiceNow solutions that align with ITIL processes, service management best practices, business value, project timelines, and budget guidelines.
Key Responsibilities
- Implement ServiceNow Solutions: Design, configure, implement, and maintain ServiceNow modules and solutions based on client business and technical requirements, ensuring alignment with ITIL processes and service management best practices.
- Business Discovery & Requirements: Conduct business discovery sessions, requirements-gathering workshops, process assessments, and stakeholder discussions to understand business needs and identify opportunities for ServiceNow solutions.
- Solution Design: Translate business and functional requirements into detailed functional and technical designs, recommending appropriate ServiceNow capabilities and best-practice solutions.
- ServiceNow Strategy: Lead or contribute to the development of ServiceNow strategies and roadmaps, prioritizing initiatives based on business value, effort, complexity, timelines, and budget considerations.
- Cost-Benefit Analysis: Develop and contribute to cost-benefit models, effort estimates, resource requirements, and solution costing to support informed solution design and implementation decisions.
- Team Leadership: Provide technical and functional guidance to the ServiceNow team, support solution development, and ensure adherence to agreed timelines, quality standards, and budget guidelines.
- Platform Configuration: Configure ServiceNow applications, workflows, Service Catalog, forms, business rules, notifications, reports, dashboards, and other platform components according to business requirements.
- Workflow & Automation: Design and implement workflow automation using ServiceNow capabilities such as Flow Designer and Workflow, identifying opportunities to improve service efficiency and reduce manual effort.
- Integrations: Design and support integrations between ServiceNow and enterprise/third-party applications using technologies such as REST, SOAP, Web Services, Integration Hub, XML, and related integration mechanisms.
- Technical Architecture & Components: Maintain a strong understanding of supporting technologies and technical components, including HTML, XML, Web Services, LDAP, SSL, VPN, and other technologies relevant to enterprise ServiceNow implementations.
- ITIL & Service Management: Ensure ServiceNow solutions align with ITIL principles, service management processes, and industry best practices.
- Testing & Deployment: Support solution testing, defect resolution, deployment, release activities, and user adoption to ensure successful implementation.
- Governance & Security: Provide guidance on ServiceNow platform governance, security, roles and access, scalability, maintainability, and design standards.
- Continuous Improvement: Identify opportunities to optimize existing ServiceNow implementations, improve processes, increase automation, and maximize business value.
- Stakeholder Management: Collaborate with business stakeholders, technical teams, architects, developers, project managers, and clients to ensure successful delivery and effective communication throughout the project lifecycle.
- Experience: 8–12 years
Required Technical And Professional Expertise
- * Proven experience delivering end-to-end ServiceNow implementations and transformation projects.
- Strong understanding of the ServiceNow platform, its capabilities, architecture, and implementation best practices.
- Hands-on experience with ServiceNow configuration, workflows, Service Catalog, reporting, automation, and platform administration.
- Experience gathering requirements, facilitating workshops, analyzing business processes, and translating requirements into technical and functional solutions.
- Strong knowledge of ITIL processes and service management principles.
- Experience with solution design, effort estimation, resource planning, costing, and value-versus-effort analysis.
- Experience supporting or leading integrations with enterprise and third-party applications.
- Working knowledge of REST/SOAP APIs, Web Services, XML, HTML, LDAP, SSL, and VPN.
- Strong stakeholder management, communication, analytical, and problem-solving skills.
- Ability to lead technical discussions and provide guidance to ServiceNow development and implementation teams.
Preferred Technical And Professional Experience
- * Customer Service Management (CSM)
- IT Service Management (ITSM)
- App Engine Development
- Integration Hub
- REST/SOAP integrations
- Knowledge Management
- Performance Analytics and Reporting
- Flow Designer and advanced workflow automation
- Virtual Agent and AI capabilities
- Now Assist and modern ServiceNow platform capabilities
- ServiceNow platform governance and enterprise architecture
- Experience working in consulting environments and directly with clients
