Service Now Lead

1. 8+ years of leading large scale ServiceNow delivery and operational teams.
2. Strong understanding of ServiceNow platform architecture, data models, and security controls.
3. Strong customer service orientation with ability to translate business needs into technical solutions.
4. A demonstrated ability to resolve complex process/systems issues through the identification and analysis of problems from root cause to strategy development and execution is necessary.
5. Ability to interact and collaborate effectively with business partners and IT end users as described is required. A strong customer service orientation is essential.
6. Create custom dashboards, reports, and Performance Analytics indicators for vulnerability KPIs and trends.
7. Strong understanding of ServiceNow CMDB, Discovery, and ITSM processes.
8. ServiceNow CSA, CIS, or CAD certifications strongly preferred.
9. ITIL certification preferred

Roles & Responsibilities

1. Responsible for strategic and operational ownership of the ServiceNow platform, including ITSM, CMDB, HRSD, ITAM, SecOps, integrations, and platform governance.
2. Acts as ServiceNow Platform Owner with accountability for roadmap delivery, platform health, and stakeholder alignment.
3. Owns the ServiceNow platform roadmap, backlog prioritization, and release planning across ITSM, CMDB, HRSD, ITAM, SecOps, and custom applications.
4. Serves as technical and operational owner of the ServiceNow platform, including availability, performance, upgrades, data integrity, integrations, and security posture.
5. Oversees ServiceNow development portfolio ensuring delivery of critical and high-priority initiatives while balancing operational stability and technical debt.
6. Leads ServiceNow engineering standards including CI/CD pipelines, source control, deployment automation, and environment governance.
7. Partners with IT and business leaders to design future-state ServiceNow capabilities aligned with enterprise strategy.
8. Develops SOPs, standards, and governance models to ensure repeatable, reliable ServiceNow operations.
9. Leads incident triage, root cause analysis, and continuous improvement initiatives for platform reliability.
10. Drives automation and integrations across enterprise systems to reduce manual effort and improve data flow

Generic Managerial Skills, If any

1. Strong analytical and troubleshooting skills.
2. Excellent communication and documentation skills.
3. Ability to work collaboratively across security, IT, and risk teams.

4. Self-driven and adaptable to fast-paced environments