Enterprise Digital & IT Lead - ServiceNow Platform Technical Lead
Listed on 2026-02-08
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IT/Tech
IT Project Manager, Systems Engineer, IT Support, IT Consultant
Position Summary
Position Summary
The Service Now Platform Technical Lead is responsible for the technical leadership, architecture quality, and delivery standards of the Service Now platform across ITSM and enterprise workflows. This role serves as the senior technical authority for the platform, leading a small team of developers/engineers while partnering closely with the Service Now Manager to ensure platform stability, scalability, and alignment to business strategy.
The Technical Lead owns technical design decisions, code quality, platform governance enforcement, and complex solution delivery while mentoring technical staff and enabling operational excellence.
Scope/Supervision and Interaction
Has Direct Reports
Works with Division staff and other Corporate I/T staff under the direction and guidance of Enterprise management. Supervises project leaders, and technical analysts. Maintains operational relationships with vendors and Parker locations.
Responsibilities
Essential Functions
Platform Technical Leadership
- Serve as the senior technical authority for all Service Now platform architecture, development, and integrations.
- Own technical design standards, development patterns, and platform best practices.
- Ensure platform solutions are scalable, maintainable, secure, and aligned with enterprise architecture.
- Lead technical design reviews and approve all major platform changes.
People Leadership
- Lead and mentor a small team of Service Now developers and engineers.
- Conduct technical coaching, performance feedback, and skill development planning.
- Ensure team adherence to coding standards, SDLC processes, and quality expectations.
Solution Design & Delivery
- Translate business requirements into technical designs and implementation plans.
- Lead development for complex workflows, integrations, CMDB/CSDM alignment, and ITSM enhancements.
- Oversee sprint execution, backlog grooming, and technical task estimation.
Platform Governance & Quality
- Enforce platform guardrails including:
- Update set discipline
- Source control practices
- Naming conventions and data standards
- Testing and deployment controls
- Ensure alignment with CSDM, ITSM processes, security policies, and audit requirements.
- Partner with IAM, Security, and Infrastructure teams on integrations and controls.
- Enforce platform guardrails including:
Operations & Stability
- Ensure platform reliability, performance, and operational health.
- Lead troubleshooting for high-severity incidents and root-cause analysis.
- Drive continuous improvement of monitoring, logging, and technical documentation.
Stakeholder Partnership
- Collaborate with Product Owners, Process Owners, and the Service Now Manager on roadmap planning.
- Act as the technical liaison to Infrastructure Architecture, Security, and Core Infrastructure teams.
Qualifications
Required Qualifications
- University Degree (or international equivalent)
- Managerial experience and significant Project Leader experience
- 8+ Years Experience in IT including 6+ years of hands-on Service Now development and platform engineering experience.
- Strong experience across ITSM modules (Incident, Problem, Change, Request).
- Advanced scripting experience:
JavaScript, Glide APIs, Flow Designer, Integration Hub. - Proven experience leading technical teams or acting as a technical lead.
- Deep understanding of Service Now platform architecture, CSDM, CMDB, and integrations.
- Experience with enterprise SDLC, CI/CD, and release management.
- Service Now Certified System Administrator (CSA) or Certified Technical Architect (CTA) or Certified Implementation Specialist.
- Experience with ITOM, HRSD, Sec Ops, or custom app development.
- Experience integrating with IAM platforms such as SailPoint, Entra, Okta.
- Familiarity with IT governance, audit controls, and regulated environments.
- Technical leadership & mentorship
- Architecture design & platform governance
- Stakeholder communication
- Problem solving & root-cause analysis
- Agile / Dev Ops delivery models
- Quality assurance & risk management
- Platform stability and reduction in critical defects.
- On-time delivery of technical solutions.
- Improved code quality and deployment success rates.
- Team capability growth and reduced dependency on external resources.
- High stakeholder satisfaction with Service Now platform performance.
Preferred Qualifications
- Service Now Certified System Administrator (CSA) or Certified Technical Architect (CTA) or Certified Implementation Specialist.
- Experience with ITOM, HRSD, Sec Ops, or custom app development.
- Experience integrating with IAM platforms such as SailPoint, Entra, Okta.
- Familiarity with IT governance, audit controls, and regulated environments.
Key Competencies
- Technical leadership & mentorship
- Architecture design & platform governance
- Stakeholder communication
- Problem solving & root-cause analysis
- Agile / Dev Ops delivery models
- Quality assurance & risk management
Success Metrics
- Platform stability and reduction in critical defects.
- On-time delivery of technical solutions.
- Improved code quality and deployment success rates.
- Team capability growth and reduced dependency on external…
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