ServiceNow ITSM Lead

APN Consulting, Inc. is a progressive IT staffing and services company offering innovative business solutions to improve client business outcomes. We focus on high impact technology solutions in ServiceNow, Fullstack, Cloud & Data, and AI / ML. Due to our globally expanding service offerings we are seeking top-talent to join our teams and grow with us.

ServiceNow ITSM Lead
Job Description
We are looking for an experienced ServiceNow ITSM professional to lead the support, enhancement, and continuous improvement of core IT Service Management (ITSM) modules. The resource will be responsible for ensuring stable operations, implementing enhancements, and driving automation across ITSM processes in a client-facing environment. This role combines strong ITSM process knowledge with hands-on ServiceNow platform expertise, including configuration, workflow automation, integrations, and reporting.
Key Responsibilities

• Lead support activities across core ServiceNow ITSM modules including:
  • Incident Management
  • Problem Management
  • Modern Change Management
  • Service Request Management (Catalog & RITM)
  • Knowledge Management
• Configure, customize, and maintain ITSM modules based on business requirements and best practices.
• Perform hands-on development and configuration activities including:
  • Business Rules, Client Scripts
  • UI Policies, UI Actions, Data Policies
  • Access Control Lists (ACLs)
• Design and manage service catalog components:
  • Catalog Items, Record Producers, Variables
  • Request workflows and lifecycle management
• Develop and maintain automation using:
  • Flow Designer workflows
  • Approval flows, notifications, and orchestration
• Manage data operations including:
  • Data imports using Import Sets and Transform Maps
  • Data validation and consistency checks
• Develop and maintain reports and dashboards using Platform Analytics to provide operational insights and KPI tracking.
• Design and implement end-to-end ITSM solutions aligned with business processes and ServiceNow best practices.
• Build and support integrations with external systems using:
  • REST and SOAP APIs
  • MID Server and third-party tools
• Develop and maintain custom applications and scoped applications where required.
• Support user experience enhancements through:
  • Service Portal / UI Builder configurations (basic level)
  • Employee Center implementations
• Implement and support emerging capabilities such as:
  • Virtual Agent (basic conversational flows)
  • Generative AI and Agentic AI (Now Assist features)
• Participate in platform upgrade activities:
  • Perform regression testing
  • Resolve skipped records and configuration conflicts
• Ensure adherence to ServiceNow development standards, governance, and best practices.
• Contribute to CMDB fundamentals, including:
  • Understanding relationships
  • Supporting data accuracy and alignment with ITSM processes
• Collaborate with stakeholders, product owners, and technical teams to gather requirements, resolve issues, and deliver enhancements.
• Drive ITSM process improvements and continuous service optimization.
• Act as a technical and functional escalation point and mentor junior team members

We are committed to fostering a diverse, inclusive, and equitable workplace where individuals from all backgrounds feel valued and empowered to contribute their unique perspectives. We strongly encourage applications from candidates of all genders, races, ethnicities, abilities, and experiences to join our team and help us build a culture of belonging.