Technical Lead, Software Development, IT Specialist

Job Description

Service Now Technical Lead / Platform Lead

• Strong hands-on experience leading Service Now implementations and enhancements across ITSM and CMDB (data model, discovery/alignment, service mapping fundamentals).
• Service Now technical leadership: platform standards, application scope strategy, update sets/app repo, code review, and release governance.
• Strong scripting and configuration skills (Business Rules, Script Includes, Client Scripts, Flow Designer/Workflow) with performance-aware design.
• Integration experience (REST/SOAP, integration patterns, authentication, error handling); familiarity with MID Server and enterprise integrations is a plus.
• Experience with Service Now upgrade planning, impact assessment, testing strategy, and deployment best practices.
• Functional understanding of telecom domain concepts (OSS/BSS, order management/orchestration, fulfillment, billing) to translate business needs into platform solutions.
• Strong stakeholder management, documentation, and communication skills; able to lead workshops and drive decisions.
• Certifications:
  
  CSA, CAD (preferred); CIS-EM or other CIS (good-to-have).

• Lead end-to-end delivery for Service Now initiatives: requirements discovery, solution design, configuration/development, testing, and deployment.
• Own platform technical design decisions and ensure adherence to Service Now best practices, security (ACLs), and performance standards.
• Design and govern integrations and data flows; ensure robust error handling, monitoring hooks, and documentation.
• Plan and execute upgrades/patches: impact analysis, regression testing coordination, release readiness, and change governance.
• Mentor developers/admins, perform technical reviews, and drive reusable patterns, automation, and platform hygiene.
• Partner with operations to ensure smooth production releases and ongoing platform health (basic monitoring/alerts and continuous improvement).

• Own and drive incident communications with cross-functional stakeholders (business, operations, engineering).
• Coordinate across onshore/offshore teams and vendors to restore service quickly and safely.
• Strong prioritization, decision-making under pressure, and continuous-improvement mindset. Bachelor's degree in computer science/engineering/information systems or similar technical area

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage:
  Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support:
  Matern al & Parental Leaves.
• Insurance Options:
  Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth:
  Commuter Benefits & Certification & Training Reimbursement.
• Time Off:
  Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance:
  Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Salary Range: $100000 - 130000 a year

BACHELOR OF COMPUTER SCIENCE