Requirements
Required Qualifications & Skills
Technical Expertise
- ServiceNow Experience: Minimum 5+ years of hands-on experience designing and developing on the ServiceNow platform.
- Domain Mastery: Deep, proven expertise in ITSM, ITSM Advanced features, CMDB, and ITOM (Discovery, Service Mapping).
- Development Skills: Advanced proficiency in JavaScript, Flow Designer, Business Rules, Client Scripts, Script Includes, and IntegrationHub.
- Frameworks: Comprehensive understanding of the Common Service Data Model (CSDM) and ITIL v4 frameworks.
Leadership & Communication
- Stakeholder Management: Exceptional communication skills with the ability to confidently present technical concepts to non-technical business clients.
- Mentorship: Experience guiding junior developers and establishing technical guardrails for development teams.
Preferred Certifications
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Application Developer (CAD)
- Certified Implementation Specialist (CIS) in ITSM and/or Discovery / Service Mapping
Description
This position is for a ServiceNow Technical Lead to drive the architectural design, development, and delivery of our enterprise ServiceNow platform. The Lead will bridge the gap between business needs and technical execution. will translate complex requirements into robust technical designs, present solutions directly to clients, and enforce development best practices through rigorous code reviews. The ideal candidate possesses deep expertise across the ITSM ecosystem (including ITSM Advanced features), CMDB, and ITOM.
Key Responsibilities
Solution Design & Customer Consulting
- Technical Design: Translate complex business requirements into high-performing, scalable technical design documents.
- Client Consultation: Serve as a trusted advisor, proactively consulting with customers to offer strategic platform suggestions.
- Solution Walkthroughs: Lead design walkthroughs and technical demonstrations directly with stakeholders to secure alignment.
- Platform Advocacy: Champion out-of-the-box functionality over custom code to ensure long-term platform health.
Technical Governance & Quality Assurance
- Code Reviews: Conduct rigorous peer code reviews to ensure scalability, security, and optimal performance.
- Best Practices: Enforce strict adherence to ServiceNow coding standards, update set hygiene, and governance frameworks.
- Platform Upgradability: Design solutions with future ServiceNow platform upgrades in mind to minimize technical debt.
Core Domain Ownership
- ITSM & ITSM Advanced: Architect and optimize workflows for Incident, Problem, Change, Knowledge, Service Catalog, and advanced modules like Predictive Intelligence and Performance Analytics. [1]
- CMDB Excellence: Maintain configuration item (CI) health, ensure data integrity, and implement proper identification and reconciliation rules (IRR).
- ITOM Implementation: Oversee and optimize ITOM capabilities, focusing on Discovery, Service Mapping, and Event Management.