Service Lead

Position: Service Now Lead
A Service Now Lead is responsible for architecting, designing, and delivering end‑to‑end solutions on the Service Now platform. The role involves technical leadership, platform governance, development oversight, and aligning implementations with ITIL processes and enterprise requirements.

Key Responsibilities

1. Architecture, Design & Development

- Deliver end-to-end automated solutions using the Service Now platform, including technical implementation of core applications.
- Design and implement solutions across modules such as ITSM, ITOM, CSM, IRM, CMDB.
- Customize workflows, ticketing processes, dashboards, and automation flows.
- Convert legacy systems into modern Service Now applications.

2. Platform Administration & Governance

- Maintain configuration consistency across development, testing, and production environments.
- Manage platform upgrades, enhancements, and governance compliance.
- Ensure best practices and adherence to Service Now standards across the platform.

3. ITOM / ITSM Operations

- Implement and support Event Management, Discovery, Service Mapping, and Orchestration.
- Work with Flow Designer, Widgets, and OMT for advanced automation.

4. Integrations & Technical Troubleshooting

- Perform system integrations using REST/SOAP, XML, HTML, AJAX, CSS, and other web technologies.
- Manage dependencies and ensure seamless integration with third‑party tools.

5. Leadership & Project Oversight

- Lead developers, analysts, and cross-functional teams throughout project life cycles.
- Apply Agile/SCRUM methodologies for project delivery.
- Communicate effectively with business stakeholders and clients.