Experience: 12+ Years
Location: NY/NJ (Onsite)
Job Summary
We are seeking a highly skilled and experienced Lead ServiceNow ITSM Developer / Technical Lead to lead the architecture, design, development, and delivery of core IT Service Management (ITSM) solutions on the ServiceNow platform. In this role, you will serve as the technical authority for ITSM processes, leading developer teams, enforcing platform governance, and collaborating closely with cross-functional stakeholders to digitize, automate, and optimize enterprise IT service workflows.
Key Responsibilities
1. Solution Architecture & Technical Leadership
- Lead the end-to-end design, configuration, development, and deployment of ServiceNow ITSM modules, including Incident, Problem, Change, Request Management, Knowledge Management, Service Catalog, and Service Portal / Workspaces.
- Translate complex business requirements and ITIL functional specs into scalable, upgrade-safe, and maintainable technical solution designs.
- Provide technical direction, code reviews, and mentorship to mid/junior ServiceNow developers and administrators.
2. Development & Platform Configuration
- Build complex workflows using Flow Designer, Process Automation Designer, Business Rules, Client Scripts, Script Includes, and UI Policies/Actions.
- Design, build, and optimize Service Catalog items, record producers, order guides, and automated fulfillment workflows.
- Configure and fine-tune Service Level Management (SLAs/OLAs), Advanced Work Assignment (AWA), and Agent Workspace / Service Operations Workspace.
- Perform platform integrations using IntegrationHub, REST/SOAP Web Services, MID Servers, Import Sets, and Transform Maps with third-party monitoring, Identity, and enterprise tools.
3. Governance, Best Practices & Upgrades
- Define and enforce ServiceNow coding guidelines, security rules (ACLs), and platform best practices to minimize custom code and reduce technical debt.
- Ensure alignment with Common Service Data Model (CSDM) and Configuration Management Database (CMDB) standards.
- Oversee instance health checks, platform upgrades (family releases), update set migration, and automated testing (ATF).
4. Stakeholder & Agile Management
- Partner with ITIL process owners, Product Owners, and business teams to refine backlogs and define release roadmaps.
- Drive sprint planning, technical task estimation, user story breakdown, and sprint execution in an Agile/Scrum environment.
Required Technical Skills & Qualifications
- Experience: 10+ years of enterprise IT experience, with 5+ years dedicated to ServiceNow development, architecture, and technical team leadership.
- Core ITSM Expertise: Deep functional and technical knowledge of core ServiceNow ITSM modules (Incident, Problem, Change, Request, Service Catalog, Portal/Workspace, Knowledge).
- Development Skills: Hands-on proficiency in JavaScript, GlideScript, HTML/CSS, AngularJS/Bootstrap (for Service Portal), Flow Designer, REST/SOAP APIs, and IntegrationHub.
- Platform Knowledge: Strong understanding of CSDM 4.0, CMDB, ACL security models, Update Sets, Import Sets, and ATF.
- Methodology: Experience working in Agile/Scrum delivery frameworks.
Preferred Certifications
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Application Developer (CAD)
- ServiceNow Certified Implementation Specialist – ITSM (CIS-ITSM)
- ITIL v4 Foundation Certification (or higher)
Good-to-Have Skills
- Experience with Now Assist / Generative AI capabilities within ServiceNow.
- Working knowledge of neighboring ServiceNow modules such as ITOM, SPM/PPM, HRSD, or ITAM.
- Exposure to UI Builder and Next Experience Workspace customizations.
