ServiceNow Technical Lead

Job Description:

We are seeking an experienced and technically strong ServiceNow Platform Lead to lead ServiceNow platform operations, development, administration, and technical delivery. The ideal candidate should have a minimum of 10+ years of relevant ServiceNow experience and 15+ years of overall IT experience, with extensive hands-on expertise in ServiceNow scripting, configuration, customization, integrations, and deployment.

The candidate will be responsible for managing technical escalations, providing strategic guidance to clients, recommending platform best practices, and driving solutions aligned with business requirements. This role also requires proven experience managing ServiceNow technical teams, including remote resources across different time zones, while ensuring effective platform performance and delivery.

Key Responsibilities:

• Lead ServiceNow platform operations, implementation, administration, configuration, development, and deployment.
• Manage technical escalations, participate in escalation meetings, and drive effective solution-oriented decisions.
• Consult with clients and stakeholders to understand business requirements and recommend ServiceNow best practices, solutions, and platform roadmaps.
• Manage and guide ServiceNow technical teams, including remote resources working across multiple time zones.
• Perform ServiceNow scripting, platform customization, technical design, configuration, and deployment.
• Develop and customize core ServiceNow applications, including Incident, Problem, Change, Service Catalog, and Workflows.
• Implement system and process automation using ServiceNow Orchestration.
• Design and support integrations with external systems using REST, SOAP, XML, HTML, AJAX, CSS, and HTTP.
• Collaborate with development teams and ensure effective delivery using Agile/Scrum methodologies.
• Communicate technical solutions, project updates, and recommendations effectively with client stakeholders.

Skill Requirements:

• Minimum 10+ years of relevant ServiceNow experience and 15+ years of overall IT experience.
• Extensive hands-on experience in ServiceNow development, administration, configuration, and platform customization.
• Strong ServiceNow scripting and development expertise.
• Experience developing and customizing Incident, Problem, Change, Service Catalog, and Workflow applications.
• Experience with ServiceNow Orchestration, system automation, and enterprise integrations.
• Working knowledge of JavaScript, CSS, HTML/HTML5, or AngularJS.
• Hands-on experience with REST/SOAP web services and integration technologies.
• Experience working with Agile/Scrum development methodologies.
• Proven experience managing technical teams and handling client escalations.
• Excellent communication and stakeholder management skills.

Preferred Skills:

• Understanding of Configuration Management and ITIL processes.
• Experience with ServiceNow advanced capabilities, including Virtual Agent, Performance Analytics, ATF, Predictive Intelligence, Agent Workspace, and Mobile Applications.
• Experience with SOAP, REST, JSON, and JDBC integrations.
• Knowledge of networking fundamentals, including TCP/IP, ports, firewalls, network protocols, and IP networks.
• Experience administering ServiceNow instances, including Groups, CMS, Workflows, Business Rules, UI Actions, UI Policies, ACLs, Dictionary, and Catalog Items.
• Strong troubleshooting, presentation, documentation, and consultative skills.

Certification Requirements:

• Minimum ServiceNow CSA or CIS certification is required.
• ITIL certification is an advantage.
• Additional ServiceNow certifications such as CIS, CAD, or CTA are preferred.