ServiceNow Technical Lead (APM)

Location - Mexico City (CDMX)

About the Role

We are seeking an experienced ServiceNow Technical Lead (APM) to lead the administration, configuration, and continuous improvement of the ServiceNow Application Portfolio Management (APM) platform. In this role, you will provide technical leadership, collaborate with global teams, and ensure the platform supports business objectives through best practices, automation, and ITIL-aligned service management processes.

Key Responsibilities

- Lead the technical delivery and support of the ServiceNow APM platform.
- Configure, administer, maintain, and optimize the ServiceNow environment following industry best practices.
- Manage platform upgrades, releases, patches, and enhancements.
- Provide technical leadership and guidance to the ServiceNow delivery team.
- Analyze, troubleshoot, and resolve complex production issues.
- Collaborate with business stakeholders, architects, analysts, and development teams to gather requirements and implement technical solutions.
- Drive process improvements and automation initiatives across the ServiceNow platform.
- Participate in Agile/SCRUM ceremonies and contribute to project planning and execution.
- Manage Incident, Problem, Change, and Release Management activities in alignment with ITIL standards.




- Maintain platform documentation and ensure compliance with governance and security standards.
- Mentor team members and promote knowledge sharing and technical excellence.

Required Qualifications

- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- 8–10 years of experience in Information Technology.
- 3–5 years of hands-on experience working within ITIL-based environments.
- ServiceNow Certified System Administrator (CSA) certification is mandatory.
- Advanced English communication skills (written and spoken).

Technical Requirements

- Strong hands-on experience with:
- ServiceNow Application Portfolio Management (APM)
- ITSM
- ITOM
- CMDB
- Service Portal
- Orchestration
- Performance Analytics
- Experience configuring, administering, and supporting ServiceNow solutions.
- Knowledge of:
- JavaScript
- HTML
- CSS
- XML
- Basic scripting knowledge in:
- PowerShell
- Bash
- Python
- Shell Scripting

Preferred Certifications

- ITIL Foundation v3 or v4.
- IT4IT Foundation Certification.

Key Competencies

- Technical leadership.
- Strong analytical and problem-solving skills.
- Excellent communication and stakeholder management.
- Ability to work effectively with integral and cross-functional teams.
- Self-driven, proactive, and results-oriented.
- Strong organizational and mentoring skills.

📌 ServiceNow Technical Lead (APM) (Ciudad de México)
🏢 WTS Energy México
📍 Ciudad de México