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).

Requirements

• Excellent communication, stakeholder engagement, and technical documentation skills.
• Bachelor's degree.
• ServiceNow Certification - Good to Have.