This is not an administrator-only or ticketing/workflow configuration role. The successful candidate will serve as a technical leader who can translate business requirements into scalable platform architecture and technical designs; develop, test, secure, deploy, and support solutions; and guide continuous platform improvement.
Lead the full ServiceNow delivery lifecycle, including requirements discovery, solution design, configuration/development, testing, deployment, production stabilization, and continuous improvement.
Partner with business stakeholders, architects, product owners, and technical teams to convert business needs into scalable ServiceNow solutions.
Design and develop enterprise ITSM capabilities, including Incident, Problem, Change, Knowledge, Service Catalog, Request Management, SLA Management, and self-service experiences.
Build and maintain custom ServiceNow solutions using JavaScript, Business Rules, Script Includes, Client Scripts, GlideRecord, GlideAjax, UI Actions, UI Policies, ACLs, Scripted REST APIs, and scoped applications.
Design workflow automation using Flow Designer, IntegrationHub, reusable subflows, custom actions, Decision Tables, orchestration, approvals, exception handling, and error recovery.
Architect and implement secure integrations using REST/SOAP APIs, IntegrationHub, MID Servers, LDAP/Active Directory, SSO/SAML/OAuth, Import Sets, Transform Maps, and enterprise web services.
Develop and enhance Service Portal, Employee Center, and/or Now Experience solutions, including custom widgets, pages, forms, UI Builder components, AngularJS, HTML, CSS, and JavaScript.
Define and enforce platform security standards, including ACLs, RBAC, groups, roles, data segregation, secure API authentication, and access-control testing.
Lead CMDB and CSDM architecture, governance, data-quality improvement, and service modeling.
Define CI class strategy, ownership, lifecycle processes, identification rules, reconciliation rules, normalization controls, source-of-truth standards, and CI relationship models.
Implement and optimize Discovery, Service Mapping, CMDB Health, MID Server configuration, credential strategies, and service dependency visibility.
Lead ServiceNow Enterprise Architecture/APM capabilities, including business capability mapping, application portfolio management, lifecycle and technical-health assessments, application rationalization, and transformation roadmaps.
Map business applications to business capabilities, application services, technical services, interfaces, data domains, infrastructure dependencies, and responsible owners.
Support executive decision-making through architecture governance, portfolio assessments, dashboards, reporting, roadmap artifacts, and rationalization recommendations.
Establish technical standards, conduct code and configuration reviews, mentor developers, and promote maintainable, upgrade-safe platform practices.
Support upgrades, patches, cloning, source control, CI/CD, ATF, UAT, regression testing, release management, performance tuning, and production troubleshooting.
6+ years of hands-on ServiceNow development experience in enterprise environments.
Demonstrated experience leading technical delivery from requirements through production implementation and support.
Strong ITSM experience across Incident, Problem, Change, Knowledge, Service Catalog, Request Management, SLAs, and self-service capabilities.
Advanced ServiceNow scripting expertise, including JavaScript, Glide APIs, Business Rules, Script Includes, Client Scripts, UI Actions, UI Policies, ACLs, and Scripted REST APIs.
Strong experience with Flow Designer, IntegrationHub, subflows, reusable actions, Decision Tables, orchestration, approvals, and automated exception handling.
Hands-on experience designing and supporting REST/SOAP integrations, MID Server connectivity, data imports, Transform Maps, authentication methods, and enterprise integration patterns.
Strong CMDB, CSDM, Discovery, and Service Mapping experience, including CI relationship modeling, Identification and Reconciliation Engine configuration, CMDB Health, normalization, lifecycle, and data-governance controls.
Direct ServiceNow Enterprise Architecture/APM experience, including business capability mapping, application portfolio data management, lifecycle/risk/technical-health assessments, and application rationalization.
Experience designing Service Portal/Employee Center or Now Experience/UI Builder solutions, including AngularJS, HTML, CSS, and JavaScript.
Strong experience with ServiceNow security, including ACLs, roles, groups, RBAC, secure integrations, and application-access design.
Experience with SDLC, Agile delivery, code reviews, source control, CI/CD, ATF, testing, releases, upgrades, and production support.
Ability to communicate architecture decisions, technical risks, and portfolio tradeoffs to technical teams, business stakeholders, and executive leaders.
ServiceNow certifications such as CSA, CAD, CIS-Discovery, CIS-CMDB/Data Foundations, CIS-APM/Enterprise Architecture, or relevant ITOM/ITSM certifications.
Experience in regulated or complex enterprise environments, including federal, healthcare, financial services, insurance, telecommunications, or large consulting organizations.
Experience with application rationalization, modernization planning, cloud migration assessment, legacy decommissioning, or enterprise transformation roadmaps.
Experience with Performance Analytics, dashboards, executive portfolio reporting, and architecture governance processes.
Experience with Enterprise Architecture Workspace, Application Portfolio Management, Strategic Portfolio Management, ITOM Visibility, HAM Pro, SAM Pro, HRSD, CSM, IRM, SecOps, or AI capabilities such as Now Assist.
Experience mentoring developers, defining coding/configuration standards, and serving as a technical design authority.
Within the first several months, the successful candidate will be able to independently assess the current ServiceNow landscape; establish trusted partnerships with business and technical stakeholders; identify CMDB/CSDM and application-portfolio gaps; deliver secure automation and integrations; and provide practical EA/APM-driven recommendations for modernization, consolidation, investment, migration, or retirement decisions.
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