ITSM Lead/ServiceNow Developer

Our client is building a reinforcement learning environment that simulates real IT service desk workflows. The goal is to model how L1/L2 IT support agents actually resolve incidents and requests across tools like ServiceNow, Microsoft 365 Admin Center, Active Directory, MFA/identity systems, endpoint management tools, and knowledge bases.

You’ll help them review, correct, and improve ITSM workflows so they are realistic enough to train and evaluate AI agents. Example scenarios include VPN failures, account lockouts, mailbox access issues, MFA resets, Teams problems, device compliance issues, software installation requests, and escalation to resolver groups.

This role is ideal for someone with deep hands-on ITSM, service desk, ServiceNow, and enterprise support experience who can distinguish a plausible workflow from one that would never happen in production.

Responsibilities

• Review ITSM workflows for realism, correctness, and enterprise service desk fidelity
• Validate whether each workflow follows realistic L1/L2 triage, resolution, escalation, and closure behavior
• Annotate incorrect workflows and suggest corrected steps
• Help define what actions, states, observations, and outcomes should exist in an ITSM RL environment
• Identify missing tool interactions, policy checks, dependencies, approvals, or escalation paths
• Help create “gold standard” workflow traces for common incidents and service requests
• Calibrate with our team on review rubrics, including identity verification, ServiceNow updates, knowledge article usage, SLA handling, and resolution coding
• Provide feedback on whether simulated workflows match how work happens in managed services or large enterprise IT environments

Example workflow review A workflow may say: “User reports VPN failure. L1 verifies identity, checks GlobalProtect token status, resyncs MFA, asks user to reconnect, confirms resolution, updates incident, and closes with correct resolution code.”

You would evaluate whether the sequence is realistic, whether any steps are missing, whether the correct team should handle it, whether escalation is needed, and whether the ServiceNow documentation/closure behavior is appropriate.

• 4+ years hands-on experience in L1/L2 service desk, DWP/EUC support, ITSM operations, ServiceNow administration, or service delivery
• Strong working knowledge of ServiceNow, especially incident, request, knowledge management, assignment groups, SLAs, and resolution codes
• Experience with Microsoft 365 support, including Outlook, Exchange, Teams, OneDrive, and common user/admin issues
• Familiarity with Active Directory, password resets, account lockouts, MFA, group membership, and access issues
• Experience in a managed services or large enterprise IT environment such as TCS, Infosys, Wipro, Cognizant, HCLTech, LTIMindtree, Tech Mahindra, Accenture, IBM, Capgemini, or similar
• Ability to explain what a real support agent would do, not just what a runbook says
• Strong written English and comfort writing clear annotations

Nice to have

• ITIL certification or strong ITIL process knowledge
• Experience with Intune, Jamf, Okta, Azure AD / Entra ID, GlobalProtect, SCCM, or endpoint compliance tools
• Experience writing or reviewing SOPs, runbooks, KB articles, or process documentation
• Prior experience as a ServiceNow process owner, incident manager, major incident coordinator, or service delivery lead
• Interest in AI agents, simulation environments, RL, or workflow evaluation

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