Software Technical Lead (ServiceNow)

About the role

You will join a dedicated agile squad working across the full delivery lifecycle — from design and configuration through to go-live and ongoing support. As Technical Lead you own the end-to-end solution architecture and lead the engineering team on the design, development, configuration and maintenance of backend solutions on ServiceNow, with specific depth in Field Service Management (FSM). This is a hands-on leadership role — you set technical direction and stay close to the build.

Key responsibilities

• Own the end-to-end architecture and ensure detailed design and development align to the agency's enterprise architecture
• Design, develop, configure and customise ServiceNow FSM modules, workflows, business rules, Script Includes and integrations
• Translate business requirements, including application resiliency requirements, into architectural specifications
• Ensure solutions comply with ServiceNow best practices, performance standards and security guidelines
• Own and evolve the architecture blueprint to keep business and technology aligned
• Support system testing, defect resolution, deployment and post-implementation support
• Review source code and solutions as part of the software development lifecycle
• Set development standards across the team and mentor engineers

About you

• Minimum 8 years of relevant engineering experience, including at least 5 years hands-on ServiceNow development
• At least 3 years of hands-on ServiceNow development covering server-side scripting (Business Rules, Script Includes, Scheduled Jobs) and client-side scripting (Client Scripts, UI Policies), plus REST and SOAP integrations with external systems
• Enterprise-scale ServiceNow solutions delivered within the last 2 years
• Minimum 2 years managing ServiceNow update sets, working within application scopes, and supporting version upgrades with minimal service disruption
• Able to work independently, make design decisions, own technical direction and mentor others
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Implementation Specialist — Field Service Management (CIS-FSM)