Lead Software Engineer - ServiceNow

Overview:

Responsible at the expert level for writing code and the overall team's technical requirements gathering. Completes work following banking technology standards and contributes to the overall stability and resiliency of banking technology within the Software Development Lifecycle (SDLC) while also coaching others.

Lead design, development, and delivery of Service Now solutions, including Service Catalog items, record producers, Flow Designer workflows, and task orchestration.

Architect and implement complex, multi-stage workflows with routing, approvals, SLAs, and parallel/sequential task execution.

Serve as technical lead and subject matter expert for Service Now development, establishing standards, patterns, and best practices.

Provide hands-on mentorship and technical coaching to junior and mid-level developers on Service Now development, workflow design, and platform capabilities.

Drive adoption of reusable, modular, catalog-driven solutions to enable scalability and reduce duplication across the platform.

Design and maintain approval frameworks, assignment group routing, and task lifecycle management aligned to enterprise processes.

Lead code reviews, design reviews, and pair programming sessions to ensure high-quality, secure, and maintainable implementations.

Establish and enforce Service Now development standards, including scripting best practices (server/client), naming conventions, and configuration management.

Collaborate with Product Owners, Architects, and Business Analysts to translate business requirements into scalable technical solutions.

Partner across teams to ensure clear ownership, accountability, and alignment of workflows, tasks, and integrations.

Drive continuous improvement of workflows and processes, optimizing for efficiency, user experience, and operational outcomes.

Design and support integrations between Service Now and external systems (e.g., Jira, internal APIs, cloud platforms).Implement and monitor workflow performance metrics (cycle time, SLA adherence, task completion) to improve platform effectiveness.

Ensure all solutions align with enterprise architecture, governance, risk, and compliance standards, including auditability and traceability.

Oversee source control, CI/CD pipeline alignment, and promotion of changes through development, test, and production environments.

Contribute to and lead application and platform architecture decisions within the Service Now domain.

Communicate technical designs, decisions, and tradeoffs effectively to both technical and non-technical stakeholders.

Promote a culture of engineering excellence, continuous learning, and knowledge sharing within the team.

SKILLS AND EDUCATION REQUIRED Associate’s degree and a minimum of 7 years’ systems analysis and/or application development work experience or Bachelor's degree and a minimum of 5 years' systems analysis and/or application development work experience. In lieu of a degree, a combined minimum of 9 years’ education and/or relevant work experience, including a minimum of 5 years’ systems analysis and/or application development work experience

Expert proficiency in at least one programming language and professional proficiency in at least one additional programming language, with hands-on experience in Service Now platform development (server-side and client-side scripting)
Extensive experience designing and implementing solutions in Service Now, including Service Catalog items, record producers, and Flow Designer workflows

Proven experience architecting and delivering complex workflow-based solutions, including approvals, task orchestration, SLAs, routing rules, and lifecycle management

Strong understanding of Service Now platform architecture, including data model, tables,…