We are seeking a Senior ServiceNow Technical Lead to lead the technical delivery, development, enhancement, and application management of ServiceNow solutions within a complex enterprise environment.
The role requires extensive hands-on expertise across ServiceNow ITSM, ITOM, CMDB, and SecOps, along with strong experience in platform configuration, scripting, integrations, technical troubleshooting, release management, and production support.
The successful candidate will work closely with solution architects, business stakeholders, service owners, developers, support teams, offshore resources, and technology vendors to deliver secure, scalable, and reliable ServiceNow solutions.
Key Responsibilities
- Lead the technical delivery and ongoing application support of ServiceNow capabilities across ITSM, ITOM, CMDB, and SecOps.
- Translate business requirements, incidents, problems, service requests, and change requests into technical solutions and implementation plans.
- Configure and enhance ServiceNow ITSM processes, including Incident, Problem, Change, Request, Service Catalog, Knowledge, SLA, Major Incident, and reporting.
- Lead technical implementation and support for ITOM capabilities, including Discovery, Service Mapping, Event Management, and operational visibility.
- Support CMDB governance, including CI classes, relationships, reconciliation, identification rules, data certification, and data quality.
- Design, develop, review, and troubleshoot ServiceNow configurations and customizations.
- Develop and maintain Business Rules, Script Includes, Client Scripts, UI Policies, ACLs, Flow Designer flows, Workflows, UI Actions, and Scheduled Jobs.
- Lead integrations using REST/SOAP APIs, IntegrationHub, MID Server, Import Sets, Transform Maps, and enterprise integration patterns.
- Troubleshoot complex platform, integration, workflow, CMDB, Discovery, performance, and access/security issues.
- Conduct root-cause analysis and implement sustainable solutions for recurring production issues.
- Provide technical leadership, mentoring, code reviews, and guidance to ServiceNow developers and administrators.
- Support release planning, ServiceNow upgrades, Automated Test Framework execution, regression testing, deployment, and post-production support.
- Create and maintain technical design documents, SOPs, runbooks, deployment guides, release documentation, and knowledge articles.
Required Qualifications
- 10–15 years of overall IT experience with significant hands-on ServiceNow development, technical delivery, enhancement, and managed-services experience.
- Strong hands-on expertise across ServiceNow ITSM, ITOM, CMDB, and SecOps.
- Strong ServiceNow platform development and configuration experience.
- Hands-on expertise with Business Rules, Script Includes, Client Scripts, UI Policies, ACLs, Flow Designer, and Workflow.
- Strong experience with REST/SOAP APIs, IntegrationHub, MID Server, Import Sets, and Transform Maps.
- Experience supporting enterprise ServiceNow integrations and production environments.
- Strong understanding of ITSM processes and ServiceNow platform architecture.
- Demonstrated ability to independently lead technical delivery and collaborate with technical and business stakeholders.
Preferred Qualifications
- Experience with ServiceNow Discovery, Service Mapping, and Event Management/AIOps.
- Experience with CSDM and advanced CMDB governance.
- Experience with ServiceNow SecOps, including Security Incident Response and Vulnerability Response.
- Experience with Automated Test Framework, ServiceNow upgrades, regression testing, and platform health.
- Experience with Service Portal, Workspace, or UI Builder.
- Knowledge of ITIL, Agile delivery, DevOps integrations, and managed-services operations.
- Experience with Jira, Azure DevOps, and Git.
- Experience within utility, regulated enterprise, SaaS governance, or managed-services environments.
