Servicenow Lead

Our Digital Solutions team goes beyond traditional IT. We are a collaborative, agile, and customer-centric group of problem solvers who are passionate about innovation and technology. We continuously explore advancements and leverage them to drive business outcomes, enhance user experience, and support enterprise-wide transformation.Role SummaryAs part of the Enterprise Tools Engineering team, you will leverage your ServiceNow expertise to design, develop, and optimize solutions that improve efficiency and productivity across the organization. You will collaborate with cross-functional teams including ITSM, HR, Security, Vendor Management, and CMDB teams to deliver scalable and intelligent workflows for over 45,000 users.You will play a key role in driving continuous improvement by applying best practices, recommending platform enhancements, and contributing to the ServiceNow roadmap to address complex business challenges.
Key ResponsibilitiesServiceNow Administration & Development

• Act as a ServiceNow Administrator/Developer
• Design, develop, and maintain ITSM modules including Incident, Problem, and Change Management
• Configure and manage:
• Business Rules, Script Includes, UI Scripts, Client Scripts, UI Policies
• Workflows, Assignment Rules, SLAs, Notifications, and Templates
• Administer and enhance Service Catalog and related components (Catalog Items, Record Producers, Order Guides)
• Configure ServiceNow Portal using AngularJS
• Develop workflows and integrations using Flow Designer
• Manage data imports and transformation maps
• Implement platform configurations across ITSM modules

Automation & Integration

• Implement and manage ServiceNow Discovery
• Integrate third-party systems with CMDB
• Develop and maintain REST/SOAP API integrations
• Build automated workflows to improve operational efficiency

Monitoring & Optimization

• Monitor platform performance, including Health Scan scores
• Proactively enhance system performance, scalability, and maintainability
• Improve overall user experience and platform reliability

Security & Compliance

• Manage roles, access controls, and authentication mechanisms
• Ensure compliance with data governance and audit requirements
• Maintain secure logging and platform security standards

Collaboration & Leadership

• Partner with cross-functional stakeholders including HR, ITSM, and Operations teams
• Mentor and guide junior team members
• Conduct knowledge-sharing sessions and promote best practices

Continuous Improvement

• Stay updated with ServiceNow releases and new capabilities
• Contribute to platform strategy, standards, and best practices
• Identify opportunities for automation, optimization, and innovation

Business Impact

• Support a platform serving 40,000+ employees
• Handle high transaction volumes:
• ~1200 HR requests/day
• ~1000 Incidents/day
• ~230 Service Requests/day
• ~70 Change Requests/day
• Manage Discovery data for 14,000+ servers, ensuring accurate CMDB data across the enterprise

Basic Qualifications

• 6+ years of hands-on experience as a ServiceNow Administrator/Developer
• Strong expertise in:
• ITSM modules (Incident, Problem, Change Management)
• Service Catalog and Portal (AngularJS)
• CMDB and ServiceNow Discovery
• REST/SOAP API integrations
• Flow Designer and automation
• JavaScript and HTML
• Experience working in Agile/Scrum/SAFe environments
• Relevant certifications:
• CSA (Certified ServiceNow Administrator) or
• CAD (Certified Application Developer)
• Experience with Virtual Agent / Natural Language Understanding (NLU)
• Performance Analytics implementation
• PowerShell scripting
• ITSM Pro experience

Key Competencies

• Strong problem-solving and analytical skills
• Ability to work independently and prioritize effectively
• Excellent stakeholder management and communication skills
• Ability to translate technical concepts for non-technical audiences