ServiceNow Technical Lead

Overview

We are seeking a seasoned Service Now Technical Lead to own the end-to-end design, development, and delivery of solutions across the Service Now platform—with a strong emphasis on Customer Service Management (CSM),
Virtual Agent
, Integrations
, CMDB
, and Now Assist (GenAI) capabilities
. The ideal candidate will combine deep platform expertise with strong leadership, solution architecture, and stakeholder management skills to drive scalable, secure, and performant implementations that align with business outcomes.

• 6+ years of hands-on experience with the Service Now platform, including 3+ years in a technical lead or solution architect role.
• Proven delivery experience across CSM, Virtual Agent, CMDB, and platform Integrations.
• Strong development expertise in JavaScript, Glide API, and core Service Now components:
  Business Rules, Client Scripts, Script Includes, UI Policies/Actions, ACLs, Flow Designer, and Delegated Development.
• Solid integration experience using REST/SOAP APIs, OAuth 2.0, MID Server, Integration Hub, webhooks, and event-based integrations (e.g., Jira, Azure, MS Teams, Slack).
• Hands-on CMDB experience including class modeling, CI relationships, reconciliation, discovery sources, and CMDB health KPIs.
• Experience designing and configuring Virtual Agent solutions (NLU models, topics, dialog flows, and deflection strategies).
• Exposure to Now Assist / GenAI capabilities, including grounding responses using Knowledge and CMDB.
• Strong understanding of SDLC, Agile/Scrum, and Service Now Dev Ops practices (Update Sets, App Repository, ATF).

• Excellent communication, stakeholder engagement, and technical documentation skills.
• Bachelor's degree.
• Service Now Certification - Good to Have.