ServiceNow Technical Lead

Role Overview

Key Responsibilities

• Lead day-to-day technical delivery and support across ServiceNow ITSM, ITOM, CMDB, SecOps and related capabilities.
• Translate business requirements, incidents, service requests, problems and changes into technical designs, tasks and delivery plans.
• Configure and enhance ITSM processes including incident, problem, change, request, service catalog, knowledge, SLA, major incident and reporting capabilities.
• Lead technical implementation of ITOM capabilities and support CMDB governance, Discovery, service mapping and operational visibility.
• Design, develop and review ServiceNow configurations, scripts, Business Rules, Script Includes, Client Scripts, UI Policies, ACLs, Flow Designer flows, Workflows and Scheduled Jobs.
• Lead enterprise integrations using REST/SOAP APIs, IntegrationHub, MID Server, import sets, transform maps and event-based integrations.
• Troubleshoot platform, integration, workflow, CMDB, Discovery, performance and access/security issues and drive root-cause resolution.
• Guide developers and administrators on platform standards, code quality, testing, deployment, documentation and operational practices.
• Participate in release planning, upgrades, ATF execution, regression testing and post-production support.

Required Skills & Qualifications

• 10–15 years of overall IT experience with strong ServiceNow technical delivery, development, enhancement and managed-services support experience.
• Expert hands-on experience across ServiceNow ITSM, ITOM, CMDB and SecOps with the ability to lead technical delivery independently.
• Strong ServiceNow platform development and configuration expertise, including scripting and platform workflow capabilities.
• Strong integration experience using REST/SOAP APIs, IntegrationHub, MID Server and enterprise integration patterns.
• Experience supporting CMDB, CI relationships, reconciliation, identification rules, data quality, data imports and integration-driven CMDB updates.
• Ability to work with customer stakeholders, solution architects, service owners, technical leads, developers and support teams.

Preferred Qualifications

• ITOM experience covering Discovery, Service Mapping, Event Management/AIOps, service health and operational visibility.
• SecOps experience covering security incident response, vulnerability response, remediation workflows and security-tool integrations.
• CSDM, Automated Test Framework, ServiceNow upgrades, platform health, performance tuning and technical-debt remediation experience.
• Familiarity with Service Portal, Workspace, UI Builder, ITIL, Agile delivery, DevOps integrations and Jira/Azure DevOps/Git.
• Experience in utility, regulated-enterprise, SaaS-governance or managed-services environments.