ServiceNow Technical Lead

Service Now Technical Lead

The Application Delivery Lead is responsible for solution and implementation activities as assigned for the Ryder Distribution Management (DM) technology portfolio. Major activities include solution documentation, solution estimation, solution design, solution configuration/development, and solution implementation. This position will be required to work closely with business partners and extended technology team to deliver competitive and quality distribution management solutions.

A Technical Lead is a hybrid role that bridges software engineering and team leadership. They guide the technical direction of projects, write and review code, and mentor team members. The role focuses heavily on ensuring product quality and bridging the gap between business goals and development execution

Key Responsibilities

• Solution Design & Architecture:
  Translate complex business requirements into scalable, secure, and maintainable Service Now solutions and custom applications.
• Team Leadership:
  Mentor and guide junior/mid-level developers, conduct code reviews, and enforce architectural best practices.
• Integrations:
  Design and oversee complex integrations with external enterprise systems (e.g., ERP, HRIS, CRM) utilizing REST/ MID Server, and Integration Hub etc.
• Platform Governance:
  Monitor system performance, security, and data quality while managing platform patching, upgrades, and module rollouts.
• Module Expertise:
  Oversee implementation across various modules (e.g., ITSM, HRSD, Legal, CSM, App Engine) based on organizational needs.

Experience & Knowledge

• Experience:
  
  Typically, 5-8+ years of hands-on Service Now development and configuration experience, including full-lifecycle project implementations. Specialization in any of the Service Now module is a plus.
• Technical
  
  Skills:
  
  Deep proficiency in JavaScript, HTML/CSS, AngularJS, and Service Now scripting (Business Rules, Client Scripts, Script Includes, Flow Designer).
• Certifications:
  
  Current Service Now certifications are highly preferred (e.g., Certified System Administrator (CSA), Certified Application Developer (CAD), and Certified Implementation Specialist (CIS) for specific modules).
• Frameworks:
  Familiarity with ITIL, Agile/Scrum methodologies, and the Common Service Data Model (CSDM) framework.
• Soft Skills:
  
  Exceptional communication, problem-solving, and stakeholder management skills.

Essential Functions

• Solutions Delivery:
  Translates business needs and objectives into requirements and project estimates. Enable competitive and quality technology solutions in response to business needs. Solution documentation Solution configuration Solution modification design, development, test and delivery:
  Design, develop, test and deploy complex SQL query statements Design, develop, test, and deploy advanced database level stored procedures Design, develop, test, and deploy custom user/system interfaces and processes using programming languages such as C++Java, Android, and Power Shell Drive innovation and creative solutions to business challenges. Assignments can include customer/enterprise change requests, customer projects, vertical projects, and technology projects Test planning and support
• Product Management:
  Collaborates with business partners, external customers, and other IT functional teams to contribute to the product roadmap. The roadmap is the foundation for prioritization, resource planning, and investment Continue to develop domain expertise through project experience, industry publications/events, and self-learning Detailed knowledge of the Ryder Distribution Management platform and technology offerings
• Customer:
  Represent Ryder technology as the DM product subject matter expert in new/existing customer presentation/events Perform product demonstrations and solution training Communication on product capability and assigned project status
• Administrative:
  Weekly status report on assigned activities Accurate and timely timesheet and project required reporting

Additional Responsibilities

• Continuous improvement and internal innovation
• Performs other duties as assigned

Skills and Abilities

• Well rounded knowledge of distribution/3PL industry to facilitate requirements discussion and troubleshooting efforts between business owner, Ryder customer, and IT development teams; including facilitating discussions around supply chain process implementations and/or improvements for integrated solutions
• Strong documentation skills as it relates to business requirements, functional design definition, and solution configuration
• Candidate must possess strong client facing skills and understand the mechanisms for building strong, long-lasting internal and external customer relationships, including the ability to generate results through influence
• Ability to conceptualize how systems need to be configured and used to solve daily business problems
• Problem solving; ability to solve complex supply chain challenges working in a team environment
• Ability to manage multiple assignments and tasks,…