Senior Lead, ServiceNow ITOM
London, England · Austin · Onsite · Posted Oct 15, 2026
At a glance
- Workplace
- Onsite
- Location
- London, England · Austin
About the role
- As a seasoned ServiceNow IT Operations Implementation Specialist, you will execute our evolving Configuration Management Database (CMDB) strategy, governance, and infrastructure roadmap.
- You will build a foundational system from the ground up, engaging with CMDB product and data owners to navigate diverse viewpoints, establish clear standards, and foster a culture of data integrity.
Responsibilities
- Lead the implementation of CMDB and CSDM strategies, including the definition of CI classes, attributes, dependencies, and service mapping approaches.
- Manage the end-to-end lifecycle of ServiceNow Discovery and Service Mapping, including MID servers, network/security settings, probes, patterns, and schedules.
- Build and maintain integrations via IntegrationHub, Service Graph Connectors, and scripted REST/SOAP APIs.
- Identify and implement high-impact opportunities for embedding GenAI and Agentic Workflows into IT Operations for alert analysis, remediation, and data anomaly detection.
- Oversee CMDB health maintenance, data normalization, and reconciliation processes to ensure a "self-healing" IT environment.
- Act as a bridge between technical infrastructure and business stakeholders to translate complex operational challenges into scalable, AI-driven solutions.
Requirements
- Deep technical proficiency in the ServiceNow platform, including base system data structures and ITOM Visibility solutions.
- Advanced JavaScript, GlideRecord, GlideAjax, PowerShell, Business Rules, and Flow Designer.
- Expert-level knowledge of Discovery patterns, credentials, and error handling.
- Strong understanding of ITSM, ITAM, VR, and ITIL (specifically CI and asset lifecycle management).
- Familiarity with cloud platforms (AWS, Azure, GCP), virtualization (hypervisors, containerization), and Infrastructure as Code (IaC).
- Proven experience in data analysis, reporting, and complex data quality governance.
- Exceptional interpersonal and leadership skills with a track record of driving consensus across diverse teams.
- Demonstrated experience integrating AI/ML-assisted features and Agentic Workflows to enhance team productivity.
Benefits
- private medical and dental insurance
- virtual GP
- health cash plan for preventative medical costs
- matching pension policy up to 4%
- workplace savings scheme for short-term savings
- £50 monthly fitness reimbursement
- 24/7 mental wellbeing support
- family building and menopause support
- Employee Stock Purchase Plan with 15% discount
- Cycle to Work scheme
Skills
- ServiceNow
- ITOM
- JavaScript
- GlideRecord
- GlideAjax
- PowerShell
- Business Rules
- Flow Designer
- Discovery
- IntegrationHub
- Service Graph Connectors
- REST/SOAP APIs
Show all 15 skills
- GenAI
- AWS
- Azure
