This is a hands-on technical leadership role focused on designing, developing, customizing, and implementing ServiceNow solutions beyond traditional ITSM (IT Service Management). The person will work closely with business stakeholders, functional consultants, solution architects, and technical teams to understand business requirements and translate them into scalable ServiceNow solutions.
The focus will be on modules such as HR Service Delivery (HRSD), Customer Service Management (CSM), Strategic Portfolio Management (SPM), Field Service Management (FSM), Enterprise Architecture (EA), Source-to-Pay Operations, and Retail Operations. Candidates with strong expertise in one or more of these modules, along with solid ServiceNow development skills, are encouraged to apply.
Position: Lead ServiceNow Technical Consultant/Developer
Location: Remote
Key Responsibilities:
- Design and develop ServiceNow applications, custom modules, workflows, and business solutions using Flow Designer, Business Rules, Script Includes, Client Scripts, and other platform capabilities.
- Implement HRSD solutions covering employee onboarding, lifecycle events, Employee Center, HR Agent Workspace, Manager Hub, Virtual Agent, Knowledge Management, and Workday integrations.
- Develop CSM solutions involving case management, omnichannel communication, self-service portals, virtual agents, and playbooks.
- Implement FSM capabilities such as work order management, dispatcher workspace, dynamic scheduling, planned maintenance, inventory management, and field agent mobile applications.
- Deliver SPM solutions covering demand and innovation management, project portfolio management, resource management, and timecards.
- Build integrations with third-party systems using REST APIs, SOAP, MID Server, and integration/eBonding frameworks.
- Develop AI-powered agents and agentic workflows to automate activities such as case triage, information gathering, and customer communication.
- Gather business requirements, prepare technical design documentation, conduct solution demonstrations, troubleshoot complex issues, and ensure adherence to ServiceNow best practices.
- Lead and mentor a team of 3–5 or more technical resources, provide technical guidance, and support implementation escalations.
Mandatory Requirements:
- Strong hands-on experience in ServiceNow technical development and implementation.
- Experience with non-ITSM ServiceNow modules, preferably HRSD, CSM, FSM, or SPM.
- Strong knowledge of JavaScript, Flow Designer, Business Rules, Script Includes, Client Scripts, and ServiceNow application development.
- Experience with REST/SOAP integrations and third-party system integrations.
- Proven technical leadership, stakeholder communication, and technical documentation skills.
- ServiceNow Certified System Administrator (CSA) – Mandatory.
- ServiceNow Certified Application Developer (CAD) – Mandatory.
Preferred Qualifications:
- CIS certifications in CSM, FSM, SPM, or HRSD.
- Experience developing scoped applications, system automation/orchestration, and AI-powered workflows.
- Experience with Agile/Scrum, SDLC, cloud platforms such as Azure/AWS, and ITIL.
- Willingness to travel to customer locations when required.
Important: This is not a traditional ITSM-focused developer position. We are specifically looking for someone who can deliver non-ITSM ServiceNow solutions, contribute to technical architecture and implementation, and lead a technical team.
