ServiceNow ITSM Implementation Lead
About Infinite:Infinite is a global leader in digital engineering and IT services, with over 20 years of experience driving digital transformation. We partner with leading Fortune 1000 companies to deliver innovative, scalable technology solutions that accelerate business outcomes.With deep expertise in telecommunications, healthcare, banking, and finance, Infinite helps organizations optimize and modernize their technology landscapes to achieve long-term growth and efficiency.Job Description:POSITION OVERVIEWWe are seeking a skilled and certified ServiceNow ITSM Implementation Engineer to lead the design, configuration, and deployment of ServiceNow IT Service Management (ITSM) solutions for enterprise clients. This hands-on technical role sits at the heart of our ITSM practice, responsible for delivering end-to-end implementations covering Incident, Problem, Change, Request, Service Catalogue, CMDB, and Knowledge Management modules. The ideal candidate is a certified ServiceNow professional who combines deep platform expertise with strong ITIL process knowledge, excellent stakeholder engagement skills, and a passion for delivering measurable business value through well-governed IT service management transformations.KEY RESPONSIBILITIES🛠️ ITSM Module ImplementationLead end-to-end configuration of core ServiceNow ITSM modules: Incident Management, Problem Management, Change Management, Request Management, and Knowledge Management.Design and implement Service Catalogue items, record producers, order guides, and fulfilment workflows aligned to client service delivery processes.Configure SLA definitions, SLA stages, pause conditions, and breach notifications across all ITSM processes in line with agreed OLAs and SLAs.Build and maintain Assignment Rules, Inbound Email Actions, Notifications, and UI Policies to automate routine service desk operations.Implement Change Advisory Board (CAB) workbench, change models (standard, normal, emergency), and risk assessment frameworks within the Change module.Design Problem Management workflows including known error database (KEDB) integration, workaround tracking, and problem-to-change linkage.🗄️ CMDB & DiscoveryArchitect and implement the Configuration Management Database (CMDB) including CI class model, relationships, and CI lifecycle management aligned to ITIL standards.Deploy and configure ServiceNow Discovery (horizontal and top-down) with MID Server setup, credential management, and IP range scheduling.Implement CMDB Health dashboards and reconciliation rules to maintain data accuracy, completeness, and compliance scores.Design and configure CI relationship mapping to support Impact and Affected CI identification within Incident and Change modules.Integrate CMDB with external data sources (SCCM, Intune, cloud asset inventories) via Import Sets, Transform Maps, and Integration Hub.⚙️ Workflow Automation & ScriptingDesign and build complex workflows and Flow Designer flows for ITSM process automation including approvals, escalations, and multi-stage fulfilment.Write GlideScript (server-side JavaScript) including Business Rules, Script Includes, Client Scripts, and UI Actions to extend platform functionality.Develop and maintain Scheduled Jobs, Event Queues, and Transform Map scripts to support automated data processing and integration tasks.Build and configure ServiceNow Virtual Agent topics and NLU models for self-service ticket deflection and guided resolution.Implement ATF (Automated Test Framework) test suites to validate ITSM configurations prior to release deployments.🔗 Integrations & Platform ConnectivityDesign, build, and maintain REST/SOAP API integrations between ServiceNow ITSM and third-party platforms including monitoring tools, CMDB sources, and communication systems.Configure Integration Hub spokes for out-of-the-box connectors (Jira, Microsoft Teams, Slack, PagerDuty, Datadog, Azure DevOps) and build custom spokes where required.Implement event-driven integrations using ServiceNow Event Management to correlate alerts from monitoring platforms and auto-create ITSM incidents.Manage MID Server infrastructure — installation, configuration, cluster setup, and health monitoring for on-premise and hybrid discovery environments.Develop and maintain import sets, transform maps, and scheduled data imports for asset, user, and CI population from external authoritative sources.