ServiceNow Technical Lead

JOB SUMMARY:

We are looking for a Technical Lead with deep ServiceNow ITOM expertise to drive the CMDB enrichment and Hardware Asset Management (HAMPRO) implementation as part of a global AIOps transformation programme. The Technical Lead will own the end-to-end technical design and delivery of CMDB population across Digital and Retail domains — covering manual CI import for Digital applications, automated CI discovery via Service Graph Connectors (Meraki, Workspace ONE, InTune, Azure) for the retail hardware estate, and full HAMPRO lifecycle implementation. Working closely with the Architect, this role bridges design intent and delivery execution, leading two developers and providing technical governance throughout.

JOB RESPONSIBILITIES:

CMDB Design & Delivery

Lead the CMDB upliftment programme — owning CI class model design, CI relationship mapping, and the end-to-end population strategy across domains

Design and implement manual CSV import process for Digital application CIs — defining import templates, field mapping and Transform Map configuration

Configure and validate Service Graph Connectors: — ensuring accurate CI discovery and store hierarchy population

Design the store hierarchy and validate API integration for Asset reference data

Define CMDB data quality rules — master join key, duplicate CI prevention, device retirement process, firmware/OS currency — and implement enforcement via Transform Map validation

Establish CMDB completeness reporting using Platform Analytics and define completeness KPIs

HAMPRO Implementation

Lead the Hardware Asset Management Professional (HAMPRO) implementation — covering hardware lifecycle tracking, warranty management, financial asset records and device replacement workflows

Design HAMPRO CI model for hardware — aligning to the CMDB hardware CI class model

Configure warranty expiry alerting, EOL management workflows and procurement integration for automated device refresh

Build Flow Designer workflows for device replacement RITMs — procurement request, device provisioning, monitoring onboarding, and retired asset decommissioning

Integrate HAMPRO asset records with Event Management incident enrichment — ensuring hardware incidents are enriched with warranty status, device age and replacement eligibility at creation time

Technical Leadership & Governance

Provide technical direction and code/configuration review for Developers

Translate Architect designs into sprint-ready technical tasks — breaking down epics into developer stories with clear acceptance criteria

Maintain design documentation, integration specifications and runbooks in Confluence

Participate in sprint ceremonies, provide technical estimates and flag risks and blockers to the Architect and Programme Manager

Conduct CMDB health assessments — identifying orphan CIs, stale records, missing relationships and prioritising remediation

Liaise with various product & ops teams to coordinate API access and validate data quality

JOB QUALIFICATIONS:

6–9 years of ServiceNow experience with at least 3 years focused on ITOM, CMDB and Service Asset & Configuration Management (SACM)

Proven hands-on experience with ServiceNow Discovery, Service Mapping and CMDB 360 (multisource)

Experience configuring Service Graph Connectors

Strong understanding of CMDB CI class model, CI relationships and the Common Service Data Model (CSDM)

Experience with Hardware Asset Management (HAMPRO) or IT Asset Management (ITAM) in ServiceNow

Proficient in ServiceNow Transform Maps, Import Sets and data normalisation techniques

ServiceNow Flow Designer and scripting (JavaScript / Glide API) for workflow automation

Experience leading a team of 2–4 developers and providing technical mentorship

Ability to produce clear technical documentation for Confluence

ServiceNow Certified Implementation Specialist — ITOM or ITSM a plus but not required.