Servicenow Lead

Key Responsibilities

• Own the overall ServiceNow architecture  Defining platform strategy, governance standards, and roadmap aligned with business and IT goals.

• Design and implement scalable solutions across multiple ServiceNow modules, including:

• ITSM (Incident, Problem, Change, Request, CMDB)

• CSM (Customer Service Management)

• ITOM (Discovery, Event, Service Mapping, Cloud Management)

• ITAM (Hardware, Software, and Cloud Asset Management)

• SecOps (Security Incident, Vulnerability, Threat Intelligence)

• GRC (Policy, Risk, Audit, and Compliance Management)

• APM (Application Portfolio Management)

• Architect, develop, and optimize Service Portals, Virtual Agent, and Employee Center experiences.

• Lead complex integrations with enterprise systems such as OKTA, Azure AD, Oracle, SAP, Salesforce, JIRA, MS Teams, Active Directory, and monitoring tools via REST APIs, IntegrationHub, and MID Servers.

• Ensure platform performance, scalability, and maintainability through best-practice design and governance.

• Define data models and relationships across CMDB, CSDM, and other configuration elements.

• Enforce security and compliance standards, including ACLs, SSO/MFA setup, and data protection measures.

• Guide and mentor development teams, performing design reviews and code governance.

• Collaborate with business stakeholders to translate requirements into architectural blueprints and technical designs.

• Promote automation, orchestration, and AI-driven efficiencies using Flow Designer, Predictive Intelligence, and AI Search.

• Maintain architectural documentation, reusable frameworks, and solution templates for ongoing improvement.

• Stay updated on the latest ServiceNow features and drive continuous innovation within the platform.

Qualifications

• 10+ years of experience in ServiceNow design, development, and implementation across multiple modules.
• Proven success in architecting large-scale, enterprise-grade ServiceNow solutions.
• Expertise in Flow Designer, IntegrationHub, REST/SOAP APIs, CMDB, and CSDM frameworks.
• Hands-on experience with platform integrations (OKTA, Azure AD, JIRA, Teams, SAP, Oracle, etc.).
• Certifications: ServiceNow Certified System Administrator (CSA), Certified Application Developer (CAD); Certified Implementation Specialist (CIS) in at least one domain preferred (ITSM, ITOM, SecOps, or GRC).
• Excellent communication, stakeholder management, and technical leadership skills.

Nice to Have

• Experience implementing Virtual Agent, Performance Analytics, Predictive Intelligence, or GenAI capabilities.
• Knowledge of cloud, security, and compliance frameworks (ISO, NIST, SOC2, etc.).
• Background in DevOps, CI/CD pipelines, or Agile delivery using JIRA or Azure DevOps.
• Prior experience establishing a ServiceNow Center of Excellence (CoE) or leading multi-instance strategies