ServiceNow Technical Lead

About This Role

As a Service Now technical leader responsible for developing, administering, and ensuring quality across our enterprise Service Now platform. You'll translate complex regulatory and operational requirements into scalable technical solutions while maintaining platform integrity through rigorous testing and continuous improvement.

• Partner with Product Management and business stakeholders to refine requirements and ensure clarity before development
• Transform complex business requirements into robust technical specifications for software components and applications
• Provide guidance considering maintainability, scalability, and compatibility with future upgrades

• Build and deploy AI features for both existing processes and potentially new tools
• Configure and customize Service Now using best practices—balancing functionality with minimal complexity
• Create and modify tables, fields, business rules, UI policies, workflows, and other platform elements
• Design authentication mechanisms, roles, and permissions integrated with our Identity and Access Management platform via automated LDAP sync
• Build integrations between Service Now and enterprise systems for seamless data flow and automation using existing iHub spokes or customized REST APIs

• Design and maintain reports, work spaces, dashboards, service portals, and data visualizations
• Provide end users with actionable insights into platform performance and usage

• Conduct comprehensive testing including peer reviews and regression testing
• Develop and troubleshoot Automated Test Frameworks (ATF) to maintain platform reliability
• Participate in testing platform upgrades and patches to ensure business continuity
• Execute timely updates including password rotations, AMI/midserver upgrades, and adaptive maintenance
• Manage change activities within FINRA's JIRA instance, including risk evaluation and approvals
• Orchestrate migrations between instances using update sets or application repository functionality
• Create and maintain documentation for system processes, configurations, and troubleshooting procedures
• Provide training to end-users and stakeholders
• Investigate and resolve platform incidents with the appropriate level of urgency through systematic troubleshooting and root cause analysis (coordinate with Service Now support when needed)
• Proactively identify and implement process improvements and optimizations
• Adapt effectively to changing priorities in an evolving environment

• Bachelor s degree in Computer Science, Computer Engineering, or equivalent practical experience
• 4+ years of IT/software development work experience, including at least 3 years focused on Service Now platform development
• Proven experience with IRM/GRC Service Now applications
• Demonstrated success designing, developing, and deploying at least 2 large-scale projects end-to-end
• Practical experience following iterative and agile SDLC practices
• Hands-on experience implementing Service Now integrations with other applications/platforms
• Willingness to learn other SaaS products and expand technical expertise
• Familiarity with AI concepts and tools
• Strong communication, collaboration, and problem-solving skills with a customer service orientation

• Service Now CSA (Certified System Administrator) or Service Now CAD (Certified Application Developer) certifications
• 8+ years of IT/software experience
• Experience evaluating or implementing AI-powered features in enterprise applications
• Experience supporting other SaaS products such as NAVEX, Regology, Icertis, or iManage
• Experience with Agile collaboration tools (JIRA, Confluence, Miro)