Job Description

ServiceNow – APM Technical Lead

About the Role

We are looking for a ServiceNow APM Technical Lead to join the IT Systems Portfolio and Enterprise Service Management teams. This position will be responsible for leading the technical delivery, configuration, maintenance, and continuous improvement of the ServiceNow APM platform.
The ideal candidate will combine strong ServiceNow technical expertise with a solid understanding of ITIL processes, business requirements, and enterprise service management. The ability to translate business needs into effective technical solutions and communicate with both technical and non-technical stakeholders is essential.

Key Responsibilities

• Lead the ServiceNow APM delivery team and provide technical guidance.
• Monitor, maintain, and configure the ServiceNow APM platform.
• Manage ServiceNow APM releases, upgrades, and patching activities.
• Configure the platform following ServiceNow, ITIL, and enterprise architecture best practices.
• Identify, analyze, and troubleshoot production issues.
• Develop and maintain procedures to ensure effective support and user satisfaction.
• Work closely with cross-functional and development teams to identify opportunities for automation and implement technical solutions.
• Contribute to the continuous improvement of delivery and support processes.
• Participate in SCRUM ceremonies and Agile activities.
• Collaborate with key stakeholders to understand requirements and implement appropriate solutions or workarounds.
• Provide technical training and knowledge sharing within the team.
• Support change and incident management activities.
• Collaborate with analysts, managers, SMEs, and other stakeholders to identify opportunities for process automation and optimization.
• Contribute technical expertise and innovative solutions to support business objectives.

People & Leadership

• Promote a culture of integrity, compliance, and technical excellence.
• Provide technical leadership and encourage high performance within the team.
• Act as a go-to technical resource for ServiceNow-related matters.
• Demonstrate strong attention to detail and a results-oriented mindset.
• Take ownership of issues and proactively drive their resolution.

Requirements Education & Certifications

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field.
• ServiceNow Certified System Administrator (CSA) certification.
• ITIL V3 or V4 Foundation certification.
• IT4IT Foundation certification is preferred.

Professional Experience

• 8–10 years of overall IT experience.
• 3–5 years of experience working within ITIL-based environments.
• Strong hands-on experience with ServiceNow and a solid understanding of ITSM.
• Experience or exposure to:
  • ServiceNow APM
  • ITSM
  • ITOM
  • Service Portal
  • Service Catalog
  • CMDB
  • Orchestration
  • Reports
  • Workflow
  • Performance Analytics
• Strong understanding of ITIL processes, including:
  • Incident Management
  • Problem Management
  • Change Management
  • Release Management
  • Service Desk

Technical Skills

• Intermediate knowledge of:
  • XML
  • HTML
  • CSS
  • Java
  • JavaScript
• Basic knowledge of scripting languages such as:
  • PowerShell
  • Bash
  • Shell
  • Python
  • Perl

Key Competencies

• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to communicate complex technical information to non-technical stakeholders.
• Ability to work effectively in a global and distributed environment with minimal supervision.
• Self-driven, proactive, and results-oriented.
• Strong systems-thinking approach.
• Ability to quickly adapt to new technologies, tools, and industry standards.
• Strong stakeholder management and collaboration skills.
• Ability to lead technical teams and drive continuous improvement.

Tagged as: Hybrid