Overview

The ServiceNow Technical Lead is the senior technical authority responsible for solution design, architecture governance, technical delivery leadership and platform quality across IT Service Management, HR Service Delivery and broader Enterprise Service Management capabilities. The role ensures that ServiceNow solutions are scalable, secure, maintainable and aligned to enterprise architecture, platform standards and business outcomes.

This role partners with Product Managers, Business Analysts, Architects, Developers, Scrum Masters, vendors and business stakeholders to convert strategic demand into technically sound solutions that improve service excellence, employee experience and operational efficiency across IT, HR and enterprise functions.

Responsibilities

Platform Architecture & Governance

• Own technical design authority for ServiceNow initiatives across ITSM, HRSD and ESM.
• Define and enforce platform architecture principles, development standards, coding guidelines and reusable design patterns.
• Review and approve technical design documents, integration designs, data models, workflow designs and customization requests.
• Ensure platform solutions comply with security, identity, access management, data privacy, audit and enterprise architecture requirements.
• Identify opportunities to reduce technical debt, improve maintainability and increase reuse of common platform capabilities.

Technical Delivery Leadership

• Lead technical planning for epics, features, user stories, releases and platform upgrades.
• Guide developers and administrators through design, build, test, deployment and hyper-care phases.
• Act as escalation point for complex technical issues, production defects, release blockers and integration risks.
• Coordinate with Delivery Leads and Scrum Masters to manage technical dependencies, estimates, sprint readiness and release readiness.
• Provide hands-on support where required for complex scripting, workflow design, integrations or platform troubleshooting.

ITSM, HRSD & ESM Solution Leadership

• Lead ITSM solution design across Incident, Problem, Change, Request, CMDB, Knowledge and Service Catalog capabilities.
• Lead HRSD solution design across Employee Center, HR Case Management, Lifecycle Events, Knowledge and employee self-service capabilities.
• Lead ESM solution design for Workplace Services, Facilities, Finance, Procurement, Legal and Corporate Function service workflows.
• Ensure service designs are consistent, reusable and aligned to a consumer-grade employee experience.
• Promote catalog-first, workflow-first and automation-first patterns across service owners and product teams.

Automation, Integration & AI Enablement

• Define integration approaches using Integration Hub, REST, SOAP, scripted APIs, event-based integration and enterprise middleware patterns.
• Evaluate and guide adoption of Virtual Agent, AI Search, Now Assist, predictive capabilities and knowledge automation.
• Partner with security, IAM, data and infrastructure teams to ensure safe integration with systems such as Microsoft 365, Azure DevOps, identity platforms and enterprise SaaS solutions.
• Champion automation that reduces manual effort, improves first-contact resolution and strengthens end-user self-service.

Qualifications

• 9-11 years of ServiceNow platform experience with hands-on technical background.
• 3+ years leading technical teams or serving as technical authority on enterprise-scale ServiceNow programs.
• Strong functional and technical experience across ITSM, HRSD and ESM.
• Experience with global Agile delivery, backlog refinement, sprint planning, release management and platform upgrades.
• Proven experience with enterprise integrations, data model design, technical troubleshooting and production support escalation.
• Bachelor’s degree in Computer Science, Information Systems, Engineering or equivalent practical experience.

Technical Skills

• ServiceNow: ITSM, HRSD, Employee Center, Service Catalog, Flow Designer, Integration Hub, CMDB, Knowledge, Reporting and Dashboards.
• Development: JavaScript, Glide APIs, Business Rules, Client Scripts, Script Includes, ACLs, UI Policies, UI Actions and portals.
• Integration: REST, SOAP, JSON, XML, OAuth, SSO, web services, Integration Hub and enterprise integration patterns.
• Delivery: Agile, DevOps, CI/CD, release management, testing strategy, defect triage and technical documentation.
• Enterprise Platforms: Microsoft 365, Azure DevOps, identity management, cloud concepts and security controls.

Certifications

• Required: ServiceNow CSA. 
• Preferred: ServiceNow CAD, Certified Technical Architect path, SAFe Agilist, Certified Scrum Master, PMP or PMI-ACP. CIS-ITSM or CIS-HRSD, ITIL v4 Foundation.