ServiceNow Technical Lead

Job Title: ServiceNow Technical Lead

Location: Toronto, London or Winnipeg

Estimated Duration: Fulltime

Service Enablement Lead

The Service Enablement Lead plays a key role implementing and leading the Common Service Data Model (CSDM) practice. They are responsible for ensuring the successful adoption of CSDM principles, aligning data models with organizational needs, and guiding teams through the integration and modernization of data discovery practices.

Working in partnership with the Service Configuration Manager and IT Asset Management Manager, you will drive technical improvements and advancements in service configuration and asset management processes and platform. Your leadership ensures that both Service Configuration Management and IT Asset Management technical practices are optimized, CI/Asset data management is streamlined, and the overall service management strategy is aligned with business goals. 

Bringing deep industry knowledge and technical expertise in the ServiceNow platform, ITOM Discovery, Service Configuration Management, and IT Asset Management, aligned with the CSDM methodology, will help mature both disciplines, individually and where they intersect. This will enhance the delivery and lifecycle management of services and IT assets across the organization.

What you will do

• Provide subject matter expertise and industry best practises
• Influence change and drive adoption of industry best platform practices for configuration, discovery, and IT asset management.
• Lead the implementation and sustainment of the Common Service Data Model (CSDM) across the ServiceNow platform.
• Ensure the successful adoption of CSDM principles, guiding teams through the modernization of discovery and data integration practices.
• Develop and maintain the operating model for Technical Services ensuring long-term scalability and sustainment.

• Oversee the design process, implementation and sustainment of Service Mapping to ensure business applications, services and dependencies are accurately modeled and consumed.
• Provide architecture and technical direction for design and implementation (CSDM/Service Offerings/ITAM) and co-team with Enterprise Architecture

• Define and maintain the data flow architecture across ServiceNow modules (e.g., SAM, HAM, APM) to ensure alignment with configuration and asset management practices.
• Collaborate with ITAM and Service Configuration teams to raise awareness and provide education, supporting CMDB and ITAM process maturity.
• Review and recommend enhancements to configuration management practices, processes, and procedures, focusing on automation and operational efficiency.
• Participate in data governance activities related to CSDM, ITAM, and other ServiceNow platform data, ensuring compliance with standards.
• Work with internal and external stakeholders to understand data demands and manage platform requirements, aligning with CSDM principles.
• Partner with stakeholders across IT Operations, ITAM, Service Configuration, Cloud Engineering, Finance, EA and GRC to align data and processes with enterprise goals.
• Lead technical data normalization efforts prior to ingestion into the CMDB and ITAM systems of record.
• Define technical and procedural requirements with stakeholders; design, test, and implement solutions that deliver measurable value.
• Communicate technical problems and solutions effectively to both technical and non-technical audiences.
• Maintain current ServiceNow knowledge through self-study and utilization of available?training

What you will bring

• Ideal candidate must have proven track record in ServiceNow technologies and comfortable in the dynamic atmosphere
• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Minimum of 7 years of progressive experience in Service Now Platform, IT Service Management, IT Operations, and/or IT Asset Management.
• Proven technical knowledge and hands-on experience with:
• Advanced hands-on experience with ServiceNow ITOM Discovery and Service Mapping – design, configuration, and sustainment.
• Hands-on experience with ServiceNow Service Mapping configuration/implementation and custom development and scoped applications
• Advanced experience with CSDM design and implementation, including aligning services, applications, and technical services.
• Hands-on experience with IT Asset Management (SAMPro and HAMPro) with integration into CMDB. Including implementation of platform plugins and integrations (SGC & SaaS integrations).
• Strong leader in CMDB governance, data modeling, and normalization to ensure quality and sustainability.

• Strong understanding of service and asset lifecycle management and where the disciplines intersect.
• Ability to translate technical dependencies into business service models that enable decision-making and operational efficiency.
• Ability to understand business requirements and convert them into solution designs
• Demonstrated experience in defining data flow architectures across ServiceNow modules and implementing automation to drive efficiency.
• Excellent analytical, collaboration, and stakeholder engagement skills, with the ability to communicate technical concepts clearly to both technical and non-technical audiences.
• Adept at working in a team environment, and able to handle multiple priorities
• ServiceNow certifications in Service Now platform, ITOM, ITAM, CSDM (preferred).