Description :

Job Title : ServiceNow Lead Admin & Developer

Experience Required : 7+ Years

Education : B.Tech / BE / M.Tech / ME or equivalent

Location - Trivandrum , Onsite

Job Summary :

We are seeking an experienced ServiceNow Lead (Admin cum Developer) with over 7 years of hands-on expertise in ServiceNow platform administration and development. The ideal candidate will be responsible for ensuring platform stability, driving enhancements, managing end-to-end technical delivery, and mentoring development teams. This role requires a strong balance of technical leadership, development skills, and stakeholder collaboration across global teams.

Roles & Responsibilities :

Platform Administration :

- Manage daily operations, monitoring, and maintenance of the ServiceNow platform.

- Perform instance cloning, patching, upgrades, and regular health checks.

- Administer users, roles, groups, ACLs, and ensure platform security compliance.

- Maintain CMDB integrity, manage Discovery schedules, and ensure accurate data population.

- Monitor system performance, availability, and ensure optimal uptime.

- Support ITOM functionalities including Discovery and CMDB management.

Development & Technical Delivery :

- Design, develop, and customize applications, workflows, business rules, UI policies, UI actions, and Service Catalog items.

- Build and enhance Service Portal pages and widgets.

- Develop solutions using Script Includes, Flow Designer, and Automation Engine.

- Implement integrations using REST, SOAP APIs, MID Server, and IntegrationHub.

- Create automations to improve operational efficiency and reduce manual effort.

- Ensure scalable, reusable, and performance-optimized solutions.

Leadership & Collaboration :

- Review and validate technical deliverables from developers to ensure quality and standards.

- Provide technical mentoring and guidance to team members.

- Collaborate with Product Owners, Architects, and Process Owners to understand and translate business requirements.

- Perform stakeholder management with cross-functional teams across India and the US.

- Participate in Agile ceremonies including sprint planning, reviews, and retrospectives.

- Conduct root cause analysis and provide long-term solutions for platform issues.

Governance, Quality & Best Practices :

- Ensure adherence to ServiceNow development standards, best practices, and platform governance.

- Maintain detailed technical documentation and solution designs.

- Identify opportunities for automation, optimization, and continuous improvement.

- Ensure compliance with ITIL processes and organizational policies.

Candidate Profile Expectations :

- 7+ years of combined ServiceNow administration and development experience.

- Strong expertise in ITSM modules : Incident, Problem, Change, Request, and CMDB.

- Hands-on experience with ServiceNow upgrades, instance cloning, MID Server, and Discovery.

- In-depth understanding of roles, ACLs, data policies, and platform security.

- Solid knowledge of ITIL processes and service management best practices.

- Excellent communication, leadership, and stakeholder management skills.