Custom Software Engineer and IT Service Management Lead

Custom Software Engineer

Project Role : Custom Software Engineer
Project Role Description : Utilize modular architectures, next-generation integration techniques and a cloud-first, mobile-first mindset to provide vision to Application Development Teams. Work with an Agile mindset to create value across projects of multiple scopes and scale.
Must have skills : Servicenow Tools Administration
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education

ServiceNow IT Service Management



Job Summary:

We are looking for an experienced IT Service Management (ITSM) professional to lead and manage service delivery, incident and change management, and continuous improvement across infrastructure and application support environments. The role will require coordination with global stakeholders, adherence to ITIL best practices, and ensuring SLAs and KPIs are consistently met.



Key Responsibilities:

Manage day-to-day ITSM activities, including Incident, Problem, Change, and Request Management using tools such as ServiceNow.

Ensure effective delivery of IT services in accordance with defined SLAs and OLAs.

Perform root cause analysis (RCA) and drive continuous service improvement (CSI) initiatives.

Coordinate change advisory board (CAB) meetings and ensure proper risk and impact assessments are conducted for changes.

Lead or support major incident management (MIM) calls and drive resolution across teams.

Collaborate with internal teams, clients, and third-party vendors to resolve complex service issues.

Monitor performance metrics and generate weekly/monthly service reports.

Ensure compliance with ITIL, audit, and security policies.

Identify automation and process improvement opportunities within service operations.

Support transition and transformation of new services into steady state.

Participate in client and stakeholder governance meetings.



Required Qualifications:

Bachelor s degree in Computer Science, IT, or a related field.

Experience in ITSM roles.

Experience with ServiceNow dashboards and reporting for tracking SLAs, performance metrics, and ticket analytics.

Strong knowledge and hands-on experience with ServiceNow, Remedy, or similar ITSM platforms.

ITIL v3 or v4 Foundation (Intermediate or Expert is a plus).

Experience in incident triage, service health monitoring, and escalation management.

Proficient in working with global teams and across time zones.



Preferred Skills:

Exposure to Monitoring tools, or SLA dashboards.

Experience with automation tools and scripting (e.g., PowerShell, Python) is an advantage.

Strong communication, stakeholder management, and documentation skills.



Education:

15 years of full-time education is a must.