ServiceNow Technical Lead; HAM Pro​/SAM Pro

Service Now Software Engineer Lead

Required Skills & Experience

Key Responsibilities

Technical Leadership & Development Oversight

• Act as the technical lead and primary escalation point for Service Now developers.

• Provide hands-on guidance in development, including:

• Business Rules
• Script Includes
• Client Scripts
• Flow Designer
• UI Actions
• Service Portal components
• Scoped Applications
• APIs

• Lead code reviews, enforce development standards, and ensure best practices are followed.

• Mentor and coach developers, supporting their technical growth and capability development.

• Manage technical delivery across sprints, ensuring alignment with priorities and capacity.

Service Now Development & Engineering

• Design and develop solutions within Service Now across ITAM, ITSM, SPM, FedRAMP, Now Assist/AI.

• Develop scoped and global applications aligned to enterprise standards.

• Lead development of ITAM solutions across HAM Pro and SAM Pro, including lifecycle and compliance workflows.

• Troubleshoot complex platform issues and support high-quality solution delivery.

Architecture Collaboration & Governance

• Work closely with Service Now Architecture to design scalable and compliant solutions.

• Contribute to and align with Architecture Decision Records (ADRs).

• Translate architectural designs into actionable development patterns and standards.

• Ensure solutions align with platform roadmap, data models, and governance frameworks.

Technical Ownership

• Provide technical support and leadership for implementations.

• Design and support ITSM and ITAM workflows:

• Asset lifecycle workflows (procure → deploy → retire)
• Normalization and reconciliation rules
• Asset-to-CI relationships

• Develop to support compliance, optimization, and governance initiatives.

• Manage and support Threat Modelling and Technical Reviews.

Integration Development

• Design and oversee integrations using REST APIs and Integration Hub.

• Ensure integrations with discovery tools, endpoint management platforms, procurement systems, and financial systems are scalable and maintainable.

• Provide technical oversight for integration design and troubleshooting.

Platform Quality & Optimization

• Drive adoption of Automated Test Framework (ATF) and automated testing practices.

• Support platform upgrades, patching, and performance tuning.

• Ensure code quality, version control, and deployment governance across environments.

• Maintain technical documentation, standards, and reusable development patterns.

Cross-Functional Collaboration

• Translate business requirements into scalable technical solutions.

• Partner with teams across the organization (ITAM, ITSM, Security, CCoE, Finance, Infrastructure, and Service Operations teams).

• Act as the bridge between Development, Architecture, and Platform Leadership.

Required Qualifications

• Proven experience with the Service Now platform, including a strong understanding of its functionalities and best practices.

• Demonstrated hands-on experience in Service Now development, such as building, customizing, and deploying solutions.

• Proven experience leading or mentoring Service Now developers.

• Demonstrated expertise in:

• JavaScript and Glide API
• Business Rules and Script Includes
• Flow Designer automation
• Service Now integrations (REST, Integration Hub)
• Proven development experience in ITAM and ITSM modules.
• Experience designing and maintaining CMDB data models and reconciliation rules.
• Strong understanding of CSDM.
• Experience building custom applications (scoped/global).
• Experience supporting enterprise-scale Service Now environments.

Nice to Have Skills & Experience

• Service Now Certified System Administrator (CSA)

• Service Now Application Developer (CAD)

• CIS-ITAM or CIS-SAM certification

• Experience with Discovery and Service Mapping

• Experience leading Service Now development teams or technical delivery

• Experience contributing to architecture design and governance frameworks

• Experience delivering ITAM transformations or large-scale platform initiatives