ServiceNow Technical Lead

Overview

We are seeking a seasoned ServiceNow Technical Lead to own the end-to-end design, development, and delivery of solutions across the ServiceNow platform—with a strong emphasis on Customer Service Management (CSM), Virtual Agent, Integrations, CMDB, and Now Assist (GenAI) capabilities. The ideal candidate will combine deep platform expertise with strong leadership, solution architecture, and stakeholder management skills to drive scalable, secure, and performant implementations that align with business outcomes.

Responsibilities

• 6+ years of hands-on experience with the ServiceNow platform, including 3+ years in a technical lead or solution architect role.
• Proven delivery experience across CSM, Virtual Agent, CMDB, and platform Integrations.
• Strong development expertise in JavaScript, Glide API, and core ServiceNow components: Business Rules, Client Scripts, Script Includes, UI Policies/Actions, ACLs, Flow Designer, and Delegated Development.
• Solid integration experience using REST/SOAP APIs, OAuth 2.0, MID Server, IntegrationHub, webhooks, and event-based integrations (e.g., Jira, Azure, MS Teams, Slack).
• Hands-on CMDB experience including class modeling, CI relationships, reconciliation, discovery sources, and CMDB health KPIs.
• Experience designing and configuring Virtual Agent solutions (NLU models, topics, dialog flows, and deflection strategies).
• Exposure to Now Assist / GenAI capabilities, including grounding responses using Knowledge and CMDB.
• Strong understanding of SDLC, Agile/Scrum, and ServiceNow DevOps practices (Update Sets, App Repository, ATF).
• Excellent communication, stakeholder engagement, and technical documentation skills.
  
  
  

• 6+ years of hands-on experience on the ServiceNow platform.
• Strong delivery experience in CSM, Virtual Agent, CMDB, and Integrations.
• Proficiency in JavaScript, Glide API, Flow Designer, UI Policies/Actions, Business Rules, Client Scripts, Script Includes, ACLs, and Delegated Development.
• Integration expertise: REST/SOAP APIs, OAuth 2.0, MID Server, IntegrationHub Spokes (e.g., Jira, Azure, Slack, MS Teams), Webhooks, Eventing.
• CMDB practical know-how: class modeling, relationships, reconciliation, discovery sources, health KPIs.
• Experience configuring Virtual Agent (NLU, topics, dialog flows, deflection strategies).
• Exposure to Now Assist / GenAI features and grounding with Knowledge/CMDB.
• Strong understanding of SDLC, Agile/Scrum, DevOps/CI-CD for ServiceNow (update sets, app repos, ATF).
• Excellent communication, stakeholder management, and documentation skills.