Description :

Role Overview :

The ServiceNow Technical Lead will drive end-to-end technical delivery for a DevOps-based ServiceNow engagement encompassing new feature development, platform enhancements, and ongoing backlog support. The role requires hands-on expertise in ServiceNow development and leadership in guiding the DevOps team through backlog grooming, sprint planning, and delivery alignment with product owners.

Key Responsibilities :

Technical Leadership & Delivery :

- Lead a cross-functional ServiceNow DevOps team handling development, enhancement, and platform support tasks.

- Translate business requirements into technical designs leveraging ServiceNow best practices and platform capabilities.

- Ensure development standards, coding guidelines, and review mechanisms are followed.

- Own solution delivery from story refinement to deployment, ensuring high quality and minimal technical debt.

DevOps & Agile Execution :

- Manage sprint backlog, assist in grooming user stories, and define acceptance criteria with Product Owners.

- Drive continuous integration, testing, and automated deployment through ServiceNow DevOps pipelines (if implemented).

- Monitor sprint progress, manage dependencies, and mitigate delivery risks proactively.

Platform Expertise :

- Hands-on in ServiceNow modules such as ITSM, IRM, ITBM/SPM, or HRSD/ESG (as relevant).

- Strong knowledge of Flow Designer, Integration Hub, UI Builder/Next Experience, and Scripted APIs.

- Drive improvements in code efficiency, reusability, and platform scalability.

Support & Enhancement Oversight :

- Prioritize and balance enhancement requests vs. operational support activities within the DevOps backlog.

- Review incident/problem tickets to identify automation and optimization opportunities.

- Support L3 troubleshooting and root cause analysis when required.

Governance & Stakeholder Management :

- Collaborate closely with Product Owners, Architects, and Customer SMEs for roadmap alignment.

- Provide weekly technical status, risk logs, and improvement recommendations.

- Mentor and upskill junior developers to improve overall team maturity and velocity.

Required Skills & Qualifications :

- Strong development expertise in ServiceNow (JavaScript, Glide API, Flow Designer, UI Policy, Client Scripts, Business Rules).

- Experience with DevOps methodologies (Agile/Scrum, CI/CD pipelines, Git, ATF).

- Experience in backlog grooming, estimation, and sprint planning.

- Excellent communication and leadership skills with experience leading multi-location teams.

Certifications (Preferred) :

- ServiceNow Certified System Administrator (CSA)

- ServiceNow Certified Application Developer (CAD)

- ITSM / ITOM / DevOps Specialist certifications are a plus.

Nice to Have :

- Exposure to ServiceNow Pro features (e.g., Predictive Intelligence, Process Optimization, Now Assist).

- Understanding of integrations with external systems (REST/SOAP, JSON, MID Server).

- Experience in establishing automated testing and deployment frameworks within ServiceNow.

- Knowledge of ESG, IRM, RTR, OTC, T&T, Legal Service Delivery.