ServiceNow Lead/Sr. Developer(W2 Only)

Job Title: Lead ServiceNow Developer – CSM
Experience: 8 - 10 Years (overall IT experience; relevant ServiceNow experience preferred)
Role Type: Lead / Technical Lead

Role Summary

We are seeking an experienced Lead ServiceNow Developer specializing in Customer Service Management (CSM) to lead the design, development, implementation, and integration of ServiceNow solutions. The ideal candidate will have strong expertise in CSM, AWS integrations, data segmentation, and email integration, along with technical leadership and solution architecture capabilities.

Key Responsibilities

• Lead the design and development of ServiceNow CSM applications, workflows, case management processes, and customer service solutions.

• Define technical architecture, development standards, and best practices for ServiceNow implementations.

• Design and implement data segmentation strategies to ensure appropriate customer data access, visibility, and separation across business units or customer groups.

• Lead integrations between ServiceNow and AWS services using REST APIs, IntegrationHub, MID Server, or other appropriate integration mechanisms.

• Design and implement inbound and outbound email integrations, email notifications, email parsing, and automated case creation.

• Configure and customize CSM capabilities, including case routing, assignment rules, SLAs, business rules, client scripts, and Flow Designer workflows.

• Collaborate with business stakeholders, architects, product owners, and cross-functional teams to translate requirements into scalable technical solutions.

• Review code, troubleshoot complex technical issues, optimize platform performance, and ensure adherence to security and development standards.

• Mentor developers, conduct code reviews, and guide the team through development, testing, deployment, and production support.

• Manage technical risks, dependencies, release planning, and implementation activities.

Required Skills

• Strong experience in ServiceNow platform development and Customer Service Management (CSM).

• Expertise in JavaScript, Glide APIs, Business Rules, Client Scripts, Script Includes, Flow Designer, and ServiceNow configuration.

• Hands-on experience with AWS integrations and cloud-based service connectivity.

• Strong understanding of data segmentation, access controls, ACLs, roles, and customer data security.

• Experience with email integration, inbound email actions, outbound notifications, SMTP/IMAP concepts, and automated email processing.

• Experience with REST APIs, JSON, IntegrationHub, and third-party system integrations.

• Experience with technical design, solution architecture, performance optimization, and production troubleshooting.

• Strong communication, stakeholder management, and technical leadership skills.

Preferred Qualifications

• ServiceNow CSA and relevant CIS certifications, particularly CSM.

• Experience with ServiceNow upgrades, deployment pipelines, and application lifecycle management.

• Experience working in Agile/Scrum environments.