Servicenow Platform Lead
ITC Infotech
5 - 10 years
Bengaluru
Posted: 04/04/2026
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Job Description
Job Title
ServiceNow Platform Lead
Exp: 8 to 10 Years
Job Location: Bangalore
Notice Period: Immediate
Key Responsibilities
1. Platform Ownership & Governance
- Lead and govern the end-to-end usage of the ServiceNow platform across ITSM, CSM, CMDB, and other implemented modules.
- Ensure solution designs align with ServiceNow best practices, platform capabilities, and organizational standards.
- Review, validate, and approve enhancements, configurations, and development activities.
- Stay informed about new ServiceNow releases, features, and roadmap items; oversee planning and adoption of upgrades.
- Troubleshoot and support the resolution of platform-related issues.
2. Vendor & Stakeholder Management
- Lead engagement with multiple vendors, ensuring quality delivery, contract adherence, and performance tracking.
- Act as the primary liaison between IT teams, business stakeholders, and vendor partners.
- Provide regular updates, progress summaries, and strategic recommendations to leadership.
3. Automation & Process Improvement
- Identify automation opportunities across ServiceNow workflows, integrations, and IT operations.
- Drive the implementation of workflows, orchestration, and AI/ML capabilities such as predictive intelligence.
- Enhance operational efficiencies through continuous process improvements.
4. Reporting & Performance Analytics
- Develop and optimize Performance Analytics dashboards and reports.
- Monitor SLA performance in a multi-vendor environment to ensure quality service delivery.
- Provide insightful analytics to drive decision-making and service improvements.
Qualifications & Skills
- Strong understanding of ServiceNow platform architecture and modules (ITSM, CSM, CMDB).
- Experience in ServiceNow administration, development, or platform ownership.
- Hands-on experience with automation, workflows, integrations, and AI/ML features.
- Strong vendor management and stakeholder communication skills.
- Ability to interpret data and build meaningful performance reports.
- Knowledge of ServiceNow best practices, governance frameworks, and release management.
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