ServiceNow ITSM & HRSD Technical Lead - w2

SIDRAM TECHNOLOGIES; Boston (MA); On-site; USD 48,216 - 55,104; Full time

Job summary

A technology solutions provider is looking for a ServiceNow ITSM & HRSD Technical Lead in Boston, MA. You will lead the design, development, and implementation of ServiceNow solutions, ensuring compliance with platform standards. This role requires over 8 years of experience with ITSM and HRSD modules, and proficiency in JavaScript and integrations. The position offers a competitive pay range of $35 to $40 per hour, making it ideal for seasoned professionals seeking impactful projects.

Qualifications

• 8+ years of hands-on ServiceNow implementation experience.
• Strong expertise in ITSM and HRSD modules.
• Proficiency in integrations using REST and SOAP APIs.

Responsibilities

• Lead end-to-end ServiceNow support or implementations for ITSM and HRSD.
• Translate business requirements into scalable technical solutions.
• Oversee technical delivery and production support activities.

Skills

JavaScript

Glide API

Flow Designer

ITIL knowledge

Problem-solving

Analytical thinking

Education

ServiceNow Certified System Administrator (CSA)

ITIL v3/v4 Foundation

Tools

ServiceNow

IntegrationHub

Job description

ServiceNow ITSM & HRSD Technical Lead - w2

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This range is provided by SIDRAM TECHNOLOGIES. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$35.00/hr - $40.00/hr

Job Description

The ServiceNow ITSM & HRSD Technical Lead is responsible for leading the design, development, and implementation of ServiceNow solutions with a strong focus on IT Service Management and HR Service Delivery modules. This role will oversee solution architecture, integrations, platform governance, technical delivery, and production support activities to ensure scalable and high-quality ServiceNow implementations.

Key Responsibilities

• Lead end-to-end ServiceNow support or implementations for ITSM and HRSD.
• Translate business requirements into scalable and compliant technical solutions.
• Define and maintain platform architecture, data models, and integration designs.
• Drive CMDB, Service Catalog, and Workflow design best practices.

Development & Configuration

• Configure and customize ServiceNow modules using Flows, UI Policies, Business Rules, Script Includes, Client Scripts, Widgets, and IntegrationHub.
• Develop and maintain HR Case & Knowledge Management, HR Services, Lifecycle Events, and Employee Center experiences.
• Implement ITSM processes including Incident, Problem, Change, Request, Knowledge, CMDB, SLA, and Discovery where applicable.

Integration & Platform Governance

• Design and manage integrations between ServiceNow and external systems (REST, SOAP, MID Server, OAuth).
• Govern platform upgrades, patches, performance tuning, and security compliance.
• Ensure adherence to ServiceNow coding, naming, and security standards.

Team & Stakeholder Collaboration

• Lead and mentor ServiceNow developers and analysts.
• Work closely with Business Stakeholders, HR, ITSM Process Owners, Security Teams, and Project Managers.
• Lead workshops, solution reviews, demos, and UAT sessions.

Required Skills & Experience

• 8+ years hands‑on ServiceNow implementation experience.
• Strong expertise in ITSM and HRSD modules.
• Proficiency in JavaScript, Glide API, Flow Designer, ATF, Scoped Apps.
• Experience designing HR Case Management, Employee Service Center portals, HR Knowledge & Services.
• Hands‑on experience working with CMDB & Service Mapping (preferred).
• Experience with ServiceNow IntegrationHub and REST/SOAP API integrations.
• Strong understanding of ITIL & HR process workflows.

Certifications (Preferred)

• ServiceNow Certified System Administrator (CSA) – Required
• ServiceNow ITSM Implementation Specialist
• ServiceNow HRSD Implementation Specialist
• ITIL v3/v4 Foundation

Soft Skills

• Excellent communication, documentation, and stakeholder engagement skills.
• Ability to lead technical teams and manage delivery timelines.
• Problem‑solving and analytical thinking with a proactive work approach.

Job Responsibilities

Work with stakeholders to capture requirements for incidents, catalog, workflows, Discovery behavior, ITSM/ITOM/ITAM processes, license models, playbooks, or any other platform enhancement requests.

Convert business needs into functional requirements/user stories.

Validate OOB capabilities vs customization needs.

Maintain process documentation (ITSM processes, CMDB governance, SAM entitlement processes, ITAM lifecycle).

Perform UAT coordination, stakeholder alignment, and release readiness validation.

Drive continuous improvement and identify automation opportunities.

Drive sprint planning alongside PVH platform and process owners.

Represent enhancements/changes on platform at CAB for approvals.

Oversee and coordinate for release as per CAB approvals.

Use ServiceNow Agile module to create enhancement requests and stories; no other tools are used (Jira, Confluence, etc.).

ITSM/ITOM platform refers to ServiceNow ITSM/ITOM module only.

Contact

Email: [e-mail] | Direct: 470-523-9688

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