Servicenow Lead

Role & responsibilities

Key Responsibilities

Technical Leadership

• Lead the technical design and implementation of ServiceNow solutions.
• Provide technical direction to developers, administrators, and consultants.
• Review technical designs, scripts, integrations, and customisations.
• Establish coding standards and development best practices.
• Mentor team members and support technical skill development.

ServiceNow Platform Delivery

Lead implementation and enhancement activities across:

• Incident Management
• Problem Management
• Change Management
• Request Management
• Service Catalog
• Knowledge Management
• CMDB
• Discovery
• Service Mapping
• Employee Center

Solution Design

• Analyse business requirements and translate them into technical solutions.
• Produce functional and technical design documents.
• Recommend out-of-the-box capabilities before customisation.
• Ensure solutions remain scalable and upgrade safe.
• Define implementation and deployment strategies.

Development Oversight

• Oversee development activities involving JavaScript, Glide APIs, Flow Designer, and IntegrationHub.
• Conduct code reviews and quality assurance checks.
• Ensure proper utilisation of update sets and deployment processes.
• Manage technical debt and platform optimisation initiatives.
• Support release planning and implementation activities.

Integration Management

Design and support integrations with:

• Microsoft 365
• Azure / Microsoft Entra ID
• HR systems
• Monitoring tools
• Asset management platforms
• Third-party business applications

Responsibilities include API design, REST/SOAP integrations, data synchronisation, MID Server administration, and IntegrationHub implementations.

Stakeholder Management

• Collaborate with business and IT stakeholders.
• Facilitate requirement workshops and solution reviews.
• Provide effort estimation and technical recommendations.
• Communicate delivery progress and technical risks.
• Support governance and steering committee discussions.

ServiceNow Governance

• Ensure adherence to platform standards and governance policies.
• Define development and release management processes.
• Support upgrade planning and platform roadmaps.
• Ensure compliance with security and audit requirements.
• Promote ServiceNow best practices across teams.

Required Technical Skills

ServiceNow Core Skills

Development Skills

ITSM Knowledge

ITSM, CMDB, Discovery and Service Mapping

JavaScript, Glide APIs and Script Includes

Incident, Problem and Change Management

Virtual Agent, Now Assist, Service Catalog and Employee Center

Business Rules, Client Scripts and UI Policies

Request Fulfilment and Knowledge Management

Workflow, Flow Designer and IntegrationHub

REST APIs, SOAP web services, JSON and XML

Service Level Management and ITIL framework

Platform Analytics, Reporting and Dashboards

Update sets and deployment processes

Continual Service Improvement

Leadership Responsibilities

• Lead a team of ServiceNow developers and administrators.
• Allocate and monitor technical work assignments.
• Perform peer reviews and quality assurance checks.
• Drive continuous improvement initiatives.
• Support hiring, onboarding, and mentoring activities.
• Foster collaborative Agile delivery practices.

Experience Requirements

Essential

• 8-12 years of IT industry experience.
• 5+ years of hands-on ServiceNow development experience.
• 2+ years leading ServiceNow teams or projects.
• Experience delivering multiple end-to-end ServiceNow implementations.
• Experience with complex integrations and enterprise-scale solutions.
• Experience with ServiceNow Now Assist or AI-driven automation solutions.

Desirable

• Experience with ITOM, ITAM, HRSD, CSM or SPM.
• Exposure to enterprise platform governance and upgrade planning.

Certifications

Mandatory

Desirable

ServiceNow Certified System Administrator (CSA)

ServiceNow Certified Technical Architect (CTA)

ServiceNow Certified Implementation Specialist - ITSM

ServiceNow Certified Application Developer (CAD)

Agile / Scrum Certifications

Soft Skills

• Technical leadership
• Stakeholder management
• Communication and presentation skills
• Team mentoring
• Problem-solving and analytical thinking
• Customer-focused mindset
• Decision-making capabilities

Preferred candidate profile

The ideal ServiceNow Lead is a hands-on technical leader with strong ServiceNow platform expertise, excellent stakeholder management skills, and the ability to guide development teams while ensuring delivery excellence. The individual should be equally comfortable reviewing code, designing solutions, leading workshops, mentoring resources, and engaging with senior business stakeholders.