C2C Hiring for ITSM (ServiceNow) Technical Lead @ Sunnyvale, CA (Onsite)

Role: ITSM (ServiceNow) Technical Lead

Location: Sunnyvale, CA (Onsite) – In Person Interview

Need 12+ years profiles only.

Mandatory: Freshworks to ServiceNow, Freshworks or Freshservice administration, configuration, or ITSM process support

The ITSM (ServiceNow) Technical Lead is responsible for leading the technical transition of End client’s service management capabilities from Freshworks to ServiceNow. This role focuses on solution design, platform configuration, data and process transition planning, workflow transformation, and technical delivery across core ITSM capabilities to ensure a well-governed, scalable, and reliable enterprise platform.

This position is part of the IT Global Infrastructure & Operations team based out of Sunnyvale. At End client, our vision is to be the leading provider of seamlessly connected diagnostic solutions.

In this role, you will have the opportunity to:

Transition Leadership & Solution Design

Lead the technical transition from Freshworks to ServiceNow across core ITSM capabilities including Incident, Problem, Change, Request, Knowledge, CMDB, and Service Catalog.
Assess current-state Freshworks processes, configurations, forms, workflows, and integrations, and translate them into scalable ServiceNow solutions aligned with enterprise standards.
Define transition architecture, technical design decisions, and implementation approach to support a controlled migration and long-term platform sustainability.
Process Transformation & Platform Configuration

Partner with process owners and stakeholders to redesign service management workflows where needed during the transition rather than performing a one-for-one tool replacement.
Lead hands-on configuration and technical delivery in ServiceNow including workflows, forms, catalog items, knowledge structures, notifications, business rules, and integrations.
Establish technical standards, governance controls, and development practices for the target ServiceNow platform.
Data Migration, CMDB, and Integration Enablement

Support migration planning for service data, ticket history, knowledge content, service catalog items, and relevant configuration data from Freshworks into ServiceNow.
Drive CMDB and data quality alignment to improve service relationships, operational visibility, and reporting accuracy in the target platform.
Lead or coordinate integrations between ServiceNow and enterprise systems to preserve critical operational workflows and reporting continuity during the transition.
Testing, Cutover, and Operational Readiness

Define and support technical testing strategy including unit testing, system integration testing, and user acceptance support for transitioned capabilities.
Plan and support cutover, go-live readiness, hypercare, and issue resolution activities to enable a stable move from Freshworks to ServiceNow.
Monitor post-transition platform performance and drive remediation of defects, technical debt, and adoption barriers.
Stakeholder Engagement & Continuous Improvement

Work closely with infrastructure, operations, service desk, security, and business stakeholders to align the transition roadmap with operational priorities.
Communicate technical risks, dependencies, recommendations, and implementation progress clearly to both technical and non-technical audiences.
Identify opportunities to improve automation, self-service, service experience, and reporting as part of the ServiceNow transition journey.
The essential requirements of the job include:

Bachelor’s degree in Information Technology, Computer Science, or related field.
7+ years of experience in enterprise service management platforms, service management application delivery, or ServiceNow administration/development.
Strong hands-on experience with ServiceNow ITSM modules and platform capabilities including workflow design, scripting, form and catalog configuration, and integrations.
Experience participating in or leading platform transitions, tool consolidations, or migration programs involving service management processes and operational workflows.
Strong understanding of ITIL-aligned service management processes including incident, problem, change, request, knowledge, and configuration management.
Strong analytical, documentation, troubleshooting, and stakeholder management skills.
Excellent communication skills with the ability to translate technical design choices into business and operational outcomes.
Preferred Qualifications:

ServiceNow Certified System Administrator, Certified Application Developer, or other relevant ServiceNow certifications.
Experience with ServiceNow CMDB, Discovery, Service Mapping, Integration Hub, or automation/orchestration capabilities.
Experience with Freshworks or Freshservice administration, configuration, or ITSM process support.
Familiarity with change enablement, release planning, and adoption support in enterprise platform transitions.
Experience working in regulated or global enterprise environments.