Technical Lead (ServiceNow)

About ETG Digital

ETG Digital is a technology and digital transformation company delivering innovative software solutions, enterprise applications, and AI-driven capabilities to global businesses and government organizations. We work with leading clients, including Fortune 500 companies, to build scalable, secure, and high-performance digital solutions.

Role Overview

We are looking for a highly skilled Senior ServiceNow Developer / Technical Lead with strong hands-on development experience in ServiceNow, particularly in Customer Service Management (CSM) and Order Management (OMT). The candidate will develop and enhance ServiceNow applications, implement complex integrations, automate business processes, and provide technical leadership to the development team.

Key Responsibilities

• Develop, configure, customize, and enhance ServiceNow applications based on business requirements.
• Implement and maintain CSM and OMT solutions, including case management, customer workflows, order fulfilment, and process automation.
• Develop and maintain Business Rules, Client Scripts, Script Includes, UI Actions, UI Policies, Flow Designer flows, and workflows.
• Build integrations with internal and external systems using REST APIs, SOAP web services, IntegrationHub, and other integration tools.
• Develop and customize Service Portal components and user interfaces to meet business requirements.
• Translate business requirements and user stories into technical solutions and provide effort estimates.
• Implement authentication and SSO integrations using LDAP, Active Directory, Azure identity services, and relevant federation protocols.
• Develop dashboards, reports, and Performance Analytics to support business operations and decision-making.
• Manage data imports, transformations, and synchronization between ServiceNow and connected applications.
• Perform unit, system, and integration testing; troubleshoot defects and resolve production issues.
• Lead technical discussions, conduct code reviews, mentor developers, and ensure adherence to ServiceNow development best practices.
• Support deployments, release management, performance optimization, and continuous platform improvement.

Required Skills and Experience

• Strong hands-on experience in ServiceNow development, configuration, and customization.
• Proven implementation experience in Customer Service Management (CSM) and Order Management (OMT).
• Excellent proficiency in JavaScript, ServiceNow scripting, Glide APIs, Business Rules, Script Includes, and Client Scripts.
• Strong experience with REST/SOAP APIs, web services, IntegrationHub, and third-party system integrations.
• Experience with Flow Designer, workflow automation, and end-to-end business process implementation.
• Knowledge of LDAP, Active Directory, Azure identity services, and Single Sign-On (SSO).
• Experience with Service Portal development and web technologies such as HTML, CSS, JavaScript, and Angular, where applicable.
• Working knowledge of other ServiceNow modules, such as ITSM, ITOM, CMDB, or Performance Analytics.
• Strong troubleshooting, analytical, problem-solving, and communication skills.

What We Expect

• A hands-on technical lead who can independently develop complex ServiceNow solutions and integrations.
• Deep practical knowledge of CSM and OMT, including configuration, scripting, automation, and end-to-end implementation.
• Ownership of technical deliverables, complex issue resolution, and quality and timely delivery.
• Ability to guide developers, review code, and collaborate with business stakeholders and cross-functional teams.
• Ability to deliver scalable, maintainable solutions while following ServiceNow development best practices.

Preferred Qualifications

• ServiceNow certifications such as CSA, CAD, or relevant Implementation Specialist certifications.
• Experience with enterprise ServiceNow implementations, production support, and Agile development methodologies.