ServiceNow Lead

Provide hands‑on technical leadership for day‑to‑day platform support, enhancements, incidents, and small changes, translating architectural direction into high‑quality, compliant, and upgrade‑safe Service Now solutions across ITSM and non‑ITSM domains within a highly demanding ecosystem for a client operating out of the UKI in life assurance, pensions, and long‑term savings business domain.

• Lead day‑to‑day technical delivery across incident, problem, change, enhancement, and small‑change services. Understand architecture solution for implementation or maintenance of Service Now platform.
• Work with the architect and customers for the technical requirements, document them, play back and baseline.
• Provide hands‑on configuration and development aligned to approved architecture and OOTB standards.
• Develop a design aligned with architecture (if applicable) and technical requirements.
• Lead a team of Service Now developers, web designers, integration SMEs and QA analysts to build and deploy applications meeting customer requirements.
• Perform sprint activities (if agile) with the customer and the team, estimate effort, and work with the product sponsor to prioritize user stories.
• Advise best practices and provide technical solutions and/or work‑arounds for issues/requirements.
• Track and share the status of sprint/user stories across all stated process areas (ITSM, ITOM, CMDB, IRM, BCM, S2P, TPRM, Supplier Portal).
• Identify and manage risks and challenges.
• Ensure quality deployment of the product as per design, including security and resilience of components.
• Own technical triage and resolution for ITSM and non‑ITSM workflows, including RCA for repeat and high‑severity incidents across all process areas.
• Deliver small and medium enhancements (as defined contractually), ensuring quality, documentation, and testing standards are met.
• Translate business requirements into well‑defined technical stories, balancing effort vs. value.
• Evaluate and identify opportunities for continuous improvement in delivery and/or design.
• Design technical solutions based on customer requirements and convert to functional specifications.
• Maintain and review license data in Service Now and proactively report on compliance slippage.

• Experienced in ITIL process definition, integration solutions, and understanding architecture solution.
• Experience in Service Now custom application design and development.
• Expertise in Service Now deployments, ITSM migrations, upgrades, integration with other third‑party tools, and orchestration expertise.
• Experience in ITSM, ITOM, CMDB, IRM, BCM, S2P, TPRM, Supplier Portal.
• Experience supporting the development team and customizing Service Now ITxM and Non‑ITxM solutions: IT Service Management, IT Operations Management, Integrated Risk Management, Third‑Party Risk Management, Business Continuity Management, Source‑to‑Pay, Supplier Portal, REST API, workflow, data fabric and knowledge graph based integration with external systems.
• Hands‑on experience creating integration frameworks using i‑Hub connectors.
• Strong work experience in projects such as support, maintenance, migration, product upgrades, integrations and implementations.
• Very good ITIL process knowledge and ability to evaluate and bring out correlations and impacts with respect to customer requirements and ITIL/industry standards.
• Certified with Service Now System Administrator; preferably also certified in ITSM, ITOM and process‑based certifications on ITIL V3 and V4.

• Experience in Service Now custom application design and development.
• Evaluate tool stability and performance and provide recommendations.
• Knowledge of new Service Now modules (Sec Ops, GRC, IRM, ITBM, etc.).

Our clients provide equal opportunities to all its employees and all qualified applicants for employment, without regard to race, caste, religion, colour, ancestry, marital status, sex, age, nationality, disability, and veteran status. Employees of our client shall be treated with dignity and in accordance with their policy to maintain a work environment free of sexual harassment, whether physical, verbal, or psychological.

Employee policies and practices shall be administered in a manner that would ensure that in all matters equal opportunity is provided to those eligible and the decisions are merit‑based.