Lead ServiceNow Developer

Role

• Lead the overall technical approach for the ServiceNow platform, ensuring alignment with global CoE vision and regional delivery outcomes.
• Define, develop, and implement standards, guidelines, frameworks, and patterns for ServiceNow projects.
• Blueprint and document end-to-end application architecture of ServiceNow solutions in collaboration with the global CoE.
• Perform technical solution design reviews and provide recommendations to ensure consistency and compliance.
• Design reusable assets, components, and frameworks to facilitate ServiceNow API and integration projects.
• Establish, cascade, and enforce ServiceNow platform standards, patterns, and governance frameworks.
• Lead, mentor, and provide hands-on delivery guidance to the ServiceNow Factory team on advanced development concepts.
• Review and analyze IT4IT and business workflow demands for technical feasibility; manage zone-level ServiceNow backlog.
• Manage delivery of new features, enhancements, and platform evolution needs through the regional ServiceNow Factory.
• Ensure operational excellence by driving world-class RUN services for all ServiceNow users in the region.
• Engage with IT stakeholders to promote ServiceNow offerings and demonstrate alignment with IT4IT strategy (e.g., Strategy to Portfolio, Demand to Project, IT Service Management, Application Portfolio Management, Governance, Security & Compliance).
• Develop and maintain a high-quality ServiceNow knowledge base.
• Deliver demos and training sessions on new ServiceNow features to regional stakeholders.
• Govern the ServiceNow Factory with a solid operating framework to ensure compliance, scalability, and sustainability.
• Assess and document the impact of ServiceNow solutions on business operations and transformation objectives.
• Act as the ServiceNow SME, collaborating with global ServiceNow teams to provide technical leadership and knowledge sharing.
• Support ServiceNow upgrades, scheduled maintenance, new releases, and other global CoE-driven activities.
  

Requirements

• 12+ years of experience in technical consulting/managerial roles with a strong focus on the ServiceNow platform.
• Proven expertise in Agile management, delivery management, and resource management.
• Strong understanding of the IT4IT framework (The Open Group) and its application within ServiceNow.
• Demonstrated success in managing stakeholder expectations across functional and non-functional deliverables.
• Strong presentation and communication skills, with the ability to engage diverse audiences.
• Extensive hands-on experience across BUILD, CONFIGURE, and RUN phases of ServiceNow modules, including:
• IT Business Management (ITBM).
• IT Service Management (ITSM).
• Application Portfolio Management (APM).
• IT Operations Management (ITOM).
• Proficiency in ServiceNow workflow engines and delivery of business workflow use cases.
• 10+ years of direct ServiceNow experience, ideally as a platform owner, platform manager, or product owner.
• Strong background in IT solution design and development with ServiceNow technologies.
• 5+ years of proven IT and business process design experience.
• ServiceNow certifications (CSA, CAD, CIS, or CTA) highly preferred.
• Strong interpersonal skills to collaborate with multi-cultural and geographically distributed teams.
• Analytical, innovative, and problem-solving mindset, with the ability to challenge current models and propose scalable solutions.
• Skilled in mapping IT4IT processes to ServiceNow functions, addressing gaps between conceptual and operational models.
• Proven ability to run governance of ServiceNow platforms in complex enterprise environments.