Role Overview :

We are looking for an experienced ServiceNow Lead to provide technical leadership for enterprise ServiceNow implementations, enhancements, integrations, and automation initiatives. The role will involve solution design, stakeholder management, platform governance, technical delivery, and mentoring of ServiceNow developers.

Key Responsibilities :

- Lead the design and implementation of enterprise ServiceNow ITSM solutions.

- Own technical delivery across Incident, Problem, Change, Service Request, and Service Catalog modules.

- Lead requirement discussions with business stakeholders and translate business needs into scalable ServiceNow solutions.

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

- Lead development and customization using Flow Designer, Business Rules, Client Scripts, UI Policies, Script Includes, and Service Portal.

- Design and oversee integrations using REST APIs, SOAP Web Services, Integration Hub, and MID Server.

- Lead CMDB and CSDM initiatives, including CI relationship management and data quality.

- Drive workflow automation and continuous improvement across ITSM processes.

- Oversee dashboards, reporting, SLA configurations, and service performance metrics.

- Lead Agile delivery activities including sprint planning, technical discussions, UAT, defect management, release planning, and production deployments.

- Troubleshoot complex platform issues and lead root-cause analysis.

- Ensure ServiceNow solutions adhere to platform governance, security, compliance, and development standards.

- Provide technical guidance and mentorship to ServiceNow developers.

- Collaborate with business owners, service owners, architects, IT operations, and other cross-functional teams.

- Identify opportunities for platform optimization, automation, and process improvement.

Required Skills :

- Strong hands-on experience with ServiceNow ITSM.

- Incident, Problem, Change and Service Request Management.

- Service Catalog.

- Flow Designer.

- Business Rules, Client Scripts, UI Policies and Script Includes.

- JavaScript and Glide API.

- ServiceNow integrations using REST/SOAP.

- Integration Hub and MID Server.

- CMDB, CSDM and CI Relationship Management.

- Service Portal.

- SLA Management, Reporting and Dashboards.

- ServiceNow architecture and development best practices.

- Agile/Scrum delivery.

- UAT, Release and Production Support.

- Technical leadership and stakeholder management.

Good to Have :

- ServiceNow CSA, CAD or CIS-ITSM.

- ITIL Foundation.

- ServiceNow Discovery and Service Mapping.

- ITOM.

- HAM/SAM.

- Performance Analytics.

- Virtual Agent.

- ServiceNow App Engine and Scoped Applications.

- AWS/Azure integrations.

- DevOps integration.

- Healthcare/Life Sciences domain experience.

- Jira and Confluence.