ServiceNow Technical Lead, Integrations and AIOps

Accenture is a leading solutions and services company that helps the world’s leading enterprises reinvent by building their digital core and unleashing the power of AI to create value at speed across the enterprise, bringing together the talent of our approximately 786,000 people, our proprietary assets and platforms, and deep ecosystem relationships. Our strategy is to be the reinvention partner of choice for our clients and to be the most client-focused, AI-enabled, great place to work in the world. Through our Reinvention Services we bring together our capabilities across strategy, consulting, technology, operations, Song and Industry X with our deep industry expertise to create and deliver solutions and services for our clients. Our purpose is to deliver on the promise of technology and human ingenuity, and we measure our success by the 360° value we create for all our stakeholders. Visit us at accenture.com.

We are seeking a ServiceNow Technical Lead to drive the architecture, development, integration, and continued evolution of an enterprise ServiceNow environment. This role combines solution architecture, technical development, business analysis, and platform administration, with a primary focus on enterprise integrations and the adoption of ServiceNow AI and AIOps capabilities. The successful candidate will assess the current platform and operational processes, define a practical AI and AIOps roadmap, and implement scalable solutions that improve service quality, operational efficiency, automation, incident detection, and resolution.

Key Responsibilities

• Design, develop, implement, and support integrations between ServiceNow and external enterprise platforms using APIs, IntegrationHub, Flow Designer, Service Bridge, Service Graph Connectors, and custom integration solutions.
• Define integration requirements, data mappings, interfaces, technical architecture, and implementation plans, while leading solutions through development, testing, deployment, and production support.
• Assess the existing ServiceNow environment and develop a phased AI and AIOps roadmap aligned with operational and business objectives.
• Design and implement ServiceNow capabilities for event management, alert correlation, anomaly detection, incident automation and enrichment, root-cause analysis, predictive operations, and automated remediation.
• Establish the CMDB, CSDM, Discovery, Service Mapping, ITOM, and Service Graph foundation needed to support integrated service management and AIOps capabilities.
• Partner with business, operations, and technical stakeholders to gather requirements, identify automation opportunities, evaluate technical risks and dependencies, and translate operational needs into scalable solutions.
• Support platform governance and administration activities, including upgrades, release management, testing, code reviews, documentation, platform health, technical debt, security, and architecture standards.
• Lead ServiceNow enhancement and strategic initiatives while measuring outcomes such as alert reduction, incident prevention, mean time to resolution, automation rates, service availability, productivity, and operating cost.

Required Qualifications

• At least 5 years of ServiceNow experience across platform administration, development, integrations, and solution design.
• Demonstrated experience designing, implementing, troubleshooting, and supporting enterprise ServiceNow integrations.
• Experience with ServiceNow ITSM and ITOM, including several of the following capabilities: Event Management, Discovery, Service Mapping, CMDB/CSDM, Service Graph Connectors, IntegrationHub, and Flow Designer.
• Experience designing or implementing AIOps, event management, observability, monitoring, or intelligent operations solutions.
• Knowledge of AI and AIOps concepts, including event correlation, anomaly detection, predictive analytics, automated remediation, and intelligent incident management.
• Understanding of how monitoring and observability platforms integrate with ITOM, CMDB, ITSM, and AIOps capabilities.
• Experience gathering and documenting business and technical requirements and translating them into solution designs and implementation plans.
• Experience assessing technical risks, system dependencies, data requirements, licensing considerations, and implementation complexity.
• Knowledge of ITIL principles and ServiceNow architecture, development, security, and governance best practices.
• Experience collaborating with engineering, operations, service delivery, business, and leadership stakeholders on enterprise technology initiatives.
• Minimum required education: High School Diploma.
• Advanced English written and spoken.

Preferred Qualifications

• ServiceNow certifications such as Certified System Administrator (CSA), Certified Application Developer (CAD), CIS-ITSM, CIS-Discovery, CIS-Service Mapping, CIS-Event Management, or another relevant ServiceNow certification.
• Experience implementing ServiceNow ITOM Health, Event Management, Predictive AIOps, Discovery, Service Mapping, CMDB/CSDM, or Service Graph Connectors.
• Experience with Now Assist, Generative AI, AI agents, machine learning, or other ServiceNow AI capabilities.
• Experience integrating ServiceNow with enterprise monitoring and observability platforms and designing automated remediation or closed-loop operational workflows.
• Experience supporting ServiceNow in a managed services or enterprise IT operations environment, including developing AI, automation, or AIOps business cases and roadmaps.

What we offer

• Health and Life Insurance
• Accenture days, 3 additional vacation days
• On site doctor
• Birthday leave
• Internet reimbursement
  

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

 Visit us at www.accenture.com 

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