Technical Lead

Job description:

Job Description

 

Role Purpose

The purpose of this role is to provide significant technical expertise in architecture planning and design of the concerned tower (platform, database, middleware, backup etc) as well as managing its day-to-day operations

͏ Key Responsibilities

• Design and develop ITSM modules (Incident, Problem, Change, Request, Service Catalog)
• Implement and manage ITOM modules including Discovery, CMDB, and Service Mapping
• Configure and maintain Discovery schedules, probes, sensors, and patterns
• Develop and maintain CMDB data model, relationships, and governance policies
• Implement Service Mapping (top-down and tag-based approaches)
• Integrate monitoring/event tools with ServiceNow (Event Management)
• Develop automation using Flow Designer and IntegrationHub
• Customize workflows, UI policies, and business rules
• Perform data reconciliation and CMDB health improvements
• Support testing, upgrades, and production issues
• Collaborate with architects, stakeholders, and infrastructure teams

Required Skills & Qualifications

• Strong experience in ITSM development
• Hands-on expertise in ITOM (Discovery, CMDB, Service Mapping)
• Strong understanding of CMDB data model and CSDM framework
• Experience in configuring probes, sensors, and discovery patterns
• Proficiency in JavaScript, Glide APIs, Flow Designer
• Experience with REST/SOAP integrations and MID Server
• Knowledge of ITIL processes and service lifecycle

Certifications

• ServiceNow Certified System Administrator (CSA) – Mandatory
• Certified Implementation Specialist – ITSM – Preferred
• Certified Implementation Specialist – ITOM – Mandatory
• ServiceNow Certified Application Developer (CAD) – Good to have

 

 

͏

Deliver

NoPerformance ParameterMeasure1Operations of the towerSLA adherence
Knowledge management
CSAT/ Customer Experience
Identification of risk issues and mitigation plans
Knowledge management2New projectsTimely delivery
Avoid unauthorised changes 
No formal escalations͏

Mandatory Skills: ServiceNow - IT Service Management .

 

Experience: 5-8 Years
.

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

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