Senior Program Manager - IT

• A ServiceNow Development Technical Lead provides technical expertise, architecture, and development for the ServiceNow platform, guiding teams to design, and implement scalable solutions, enforce best practices, and ensure high-quality delivery of applications for ITSM, ITOM, and other modules
• Key responsibilities include solution design, pro-code development using JavaScript and APIs, integration with other systems, and stakeholder collaboration, along with leading and mentoring development teams
• In this role, the successful candidate will oversee the management and maintenance of the ServiceNow Platform and must be able to act with a sense of urgency and adapt to changing priorities
• The candidate should have overall ServiceNow technical skills including experience with Integrations, SPM, ITOM, CSM, ITSM and Asset Management.

Key Responsibilities

• Technical Leadership: Lead the architecture, design, and development of ServiceNow solutions, ensuring adherence to best practices, platform performance optimization, and quality.
• Solution Design: Develop end-to-end architecture blueprints for ServiceNow modules like ITSM, ITOM, and SecOps, and translate business requirements into technical solutions.
• Development & Implementation: Design, develop, and customize ServiceNow applications, workflows, and user interfaces (Service Portal, Next Experience) using pro-code techniques like JavaScript, Glide APIs, and web technologies.
• Integration: Build and maintain integrations between ServiceNow and other enterprise systems using REST/SOAP APIs and other web services.
• Mentoring & Guidance: Provide technical guidance and training to development teams, fostering a high-performing environment and ensuring effective solution delivery.
• Governance & Best Practices: Ensure compliance with ITIL, Agile, and DevOps methodologies, enforce platform governance, security controls, and maintain technical documentation.
• Stakeholder Collaboration: Work with business analysts, stakeholders, and program teams to gather requirements and deliver solutions that meet business needs.
• Platform Management: Oversee platform maintenance, upgrades, performance optimization, and assist in troubleshooting and support.

• Deep understanding of the ServiceNow platform, including ITSM, ITOM, HAM&SAM CSM and SPM modules, along with pro-code development skills (JavaScript, AngularJS, Python).

• Strong capabilities in solution design, architecture, and building integrations.

• Excellent communication, problem-solving, and people management skills to effectively lead and influence teams.

• Experience with Agile and DevOps practices, and knowledge of ITIL best practices.

• Experience in building user interfaces (Service Portal, Workspaces) to create excellent user experiences.

• Preferred degree in Computer Science, IT, or a related field, along with extensive experience in IT or ServiceNow development.

• ServiceNow certifications, such as Application Developer, are often required or beneficial.
• ITIL certification is preferred