Servicenow Lead

Position Title:

Experience:

Key Responsibilities

Solution Design & Development

• Lead the design, development, and delivery of ServiceNow solutions across modules with a 

  strong focus on Customer Service Management (CSM)

   and 

  ITSM

  .
• Architect scalable solutions aligning with best practices, business objectives, and IT governance standards.
• Develop and maintain ServiceNow integrations, especially with 

  3CLogic telephony systems

  , ensuring smooth functionality and issue resolution.
• Implement eBonding, automation workflows, custom apps, and enhancements to meet evolving client needs.
• Manage ServiceNow upgrades and ensure existing functionalities remain stable and unaffected.
• Implement chat and virtual agent functionalities to improve user experience and service efficiency.

Client & Stakeholder Management

• Act as the 

  primary technical point of contact

   for client stakeholders and end users.
• Gather, document, and analyze client requirements to ensure accurate solution delivery.
• Conduct solution walkthroughs and demonstrations for clients.
• Support client onboarding and setup of new ServiceNow instances, including data structure design and instance configuration.
• Manage ServiceNow and 3CLogic licenses, access provisioning, and compliance requirements.

Team Leadership & Project Management

• Lead and mentor a team of ServiceNow developers, ensuring adherence to agile (SCRUM) practices.
• Create and maintain a backlog of requirements; prioritize and manage delivery timelines.
• Oversee project progress, ensuring on-time implementation of solutions.
• Coordinate cross-functional efforts to ensure alignment between business and technical teams.
• Review code quality, enforce coding standards, and manage testing/QA before production rollouts.

Operations & Maintenance

• Implement and manage reporting dashboards and analytics within ServiceNow and 3CLogic.
• Manage foundation data and perform system data audits as required.
• Coordinate IVR creation and updates in 3CLogic.
• Handle inbound email integrations, automations, and service request configurations.
• Drive continuous improvement initiatives by identifying efficiency opportunities in reporting, data collection, and automation.

Technical Expertise

• Proven expertise in the 

  ServiceNow platform

  , particularly 

  CSM (Customer Service Management)

   and 

  ITSM

   modules.
• Strong understanding of 

  ServiceNow architecture

  , 

  workflow automation

  , 

  integration hub

  , 

  UI policies

  , 

  client/server scripts

  , and 

  catalog development

  .
• Hands-on experience with 

  3CLogic

   integration, IVR management, and telephony troubleshooting.
• Familiarity with 

  Virtual Agent

  , 

  Performance Analytics

  , and 

  IntegrationHub

   modules is a strong advantage.
• Experience managing ServiceNow 

  upgrades

  , 

  foundation data

  , and 

  configuration management

  .
• Exposure to 

  project management

   and 

  agile methodologies (SCRUM)

  .

Qualifications

• Bachelor’s degree

   in Computer Science, Information Technology, or a related discipline.

• 10+ years of experience

   in ServiceNow development and implementation, including large-scale enterprise projects.
• Demonstrated experience in 

  CSM implementations and support

  .
• Excellent communication, analytical, and client management skills.
• Ability to work independently and lead cross-functional teams.

Preferred Certifications

• Mandatory:

   ServiceNow Certified System Administrator (CSA)

• Preferred:

• Certified Application Developer (CAD)
• Certified Implementation Specialist – CSM (CIS-CSM)
• Micro-Certifications in 

  Virtual Agent

  , 

  Performance Analytics

  , or 

  IntegrationHub

• ServiceNow Community badges or rank level