We are seeking an experienced ServiceNow Platform Lead to join our team and drive the strategic development, implementation, and governance of the ServiceNow ecosystem.

The ideal candidate will possess strong technical expertise in ServiceNow, hands-on experience in ITSM processes, and the leadership capabilities required to manage a team of ServiceNow professionals while ensuring platform stability, scalability, and continuous improvement.

This role involves collaborating with business stakeholders, architects, and technology teams to deliver innovative ServiceNow solutions that enhance operational efficiency and support enterprise transformation initiatives.

Key Responsibilities :

Platform Leadership & Strategy :

- Lead the overall design, development, implementation, and maintenance of the ServiceNow platform.

- Define platform roadmaps, standards, governance models, and best practices.

- Ensure the platform architecture aligns with business objectives and organizational requirements.

- Identify opportunities for process optimization and automation using ServiceNow capabilities.

- Drive continuous improvement initiatives to maximize platform adoption and business value.

Solution Design & Development :

- Gather and analyze business requirements from stakeholders and translate them into scalable ServiceNow solutions.

- Design, configure, and customize ServiceNow modules to meet business needs.

- Develop workflows, forms, UI policies, client scripts, business rules, and automation capabilities.

- Configure and support core ITSM modules, including :

1. Incident Management

2. Change Management

3. Problem Management

4. Service Catalog

5. Knowledge Management

6. Request Fulfillment

- Ensure adherence to ServiceNow development standards and coding best practices.

Integration & Automation :

- Lead integrations between ServiceNow and enterprise applications using REST and SOAP APIs.

- Collaborate with infrastructure, application, and security teams to enable seamless system interoperability.

- Develop and optimize integration solutions to support business processes.

- Support third-party integrations and data synchronization activities.

Team Management & Mentorship :

- Lead, mentor, and manage a team of 8 to 10 ServiceNow developers and administrators.

- Conduct code reviews and provide technical guidance to team members.

- Support resource planning, task allocation, and performance management activities.

- Foster a culture of collaboration, innovation, and continuous learning.

Platform Operations & Support :

- Monitor platform health, system performance, and usage metrics.

- Troubleshoot issues and implement proactive measures to maintain platform stability.

- Provide technical leadership during critical incidents, upgrades, and platform enhancements.

- Coordinate ServiceNow upgrades, patches, and release management activities.

- Ensure platform security, compliance, and governance standards are maintained.

Stakeholder Management :

- Collaborate closely with business leaders, IT teams, and external vendors.

- Facilitate workshops, requirement gathering sessions, and solution demonstrations.

- Communicate project progress, risks, issues, and mitigation strategies effectively.

- Prepare executive reports and dashboards related to platform performance and operational excellence.

Required Skills & Experience :

Technical Skills :

- 58 years of hands-on experience with the ServiceNow platform.

- Strong expertise in ServiceNow development, administration, and platform customization.

- Extensive knowledge of :

1. ITSM processes

2. ITIL Framework

3. Incident Management

4. Change Management

5. Problem Management

6. Service Catalog

- Proficiency in :

1. JavaScript

2. ServiceNow Scripting

3. REST APIs

4. SOAP APIs

5. HTML

6. CSS

- Experience with Agile development methodologies.

- Strong understanding of ServiceNow platform architecture and governance.

- Hands-on experience with integrations, workflows, and automation capabilities.

Leadership Skills :

- Experience managing teams of 810 engineers, developers, or administrators.

- Strong stakeholder management and communication skills.

- Proven ability to lead projects and drive cross-functional collaboration.

- Experience handling risks, escalations, and delivery challenges.

- Excellent problem-solving and decision-making capabilities.

Preferred Certifications :

- ServiceNow Certified System Administrator (CSA)

- Certified Implementation Specialist (CIS)

- ITIL Foundation Certification

- Additional ServiceNow certifications will be an advantage.

Educational Qualification :

- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.

- Master's degree or relevant certifications will be considered an added advantage.