ServiceNow Technical Lead

Job description

Service Now System Technical Administrator Subject Matter Expert (SME)

Location:

India Remote

Experience:

5 - 8+ years in Service Now platform administration and technical delivery

Role Overview

As our Service Now System Technical Administrator (SME), you'll own the end-to-end technical administration, configuration, optimization, and governance of the Service Now platform. Serve as the primary technical authority, driving stability, scalability, security, and alignment with business and Service Now best practices. Collaborate with IT, HR, security, operations, and business stakeholders to deliver high-impact solutions, provide expert guidance, mentor teams, and enforce platform governance.

Key Responsibilities

- Act as the primary technical owner of the Service Now platform.
- Administer core modules: ITSM (Incident, Problem, Change, Request), CMDB & Discovery, Service Catalog & Workflows, Knowledge Management, FSM, and Employee Center within a domain-separated environment.
- Execute system configurations, upgrades, patching, and releases.
- Maintain platform performance, availability, and reliability.
- Customize business rules, client scripts, UI policies, flow designer, workflows, ACLs, roles, and security rules.
- Develop and maintain script includes, REST integrations, APIs, and MID Server-based external system connections.
- Adhere to Service Now best practices to minimize technical debt.
- Own CMDB health, data integrity, normalization, discovery, service mapping, and reconciliation rules.
- Lead compliance audits and lifecycle management.
- Enforce role-based access controls (RBAC) and data security.
- Support SOX, ISO, and GDPR compliance and audit readiness through change reviews.
- Advise IT leadership and business partners as a technical expert.
- Translate requirements into scalable solutions with impact analysis and recommendations.
- Govern development standards, update sets, deployments, change management, and release planning.
- Review and approve technical designs and implementations.

Required

Skills & Qualifications

Technical Skills

- Proven hands-on expertise in Service Now administration, JavaScript scripting, Flow Designer & Workflows, REST/SOAP integrations, CMDB, Discovery, and Service Mapping.

- Experience with upgrades, releases, and performance management of the Service Now platform.
- Exceptional experience leveraging Service Now Studio, Performance Analytics & Reporting, Integration Hub, MID Servers, and LDAP/SSO integrations in support of business requirements.

Certifications

- Required:

Service Now Certified System Administrator (CSA) expert level.
- Preferred:
Service Now Certified Implementation Specialist (ITSM/CSM/ITOM: HAM/SAM, CMDB), ITIL v4 Foundation.