ServiceNow Technical Lead

Role: ServiceNow Technical Lead

Location: Boston, MA - Hybrid

Visa: Open except OPT

Notes: They need a strong tech lead who will work directly with the client, face to face in office, determining the requirements and assessing the dev teams work. They will manage 2 springs a month and handle post sprint and deployment communication

Job Description:

KEY POINTS FOR RECRUITERS
Position is based out of Boston, MA and requires a hybrid schedule.


Primary business driver is leading ongoing support and module implementations for ITOM and HRSD.


High focus on platform governance, integrations (REST/SOAP/IntegrationHub), and mentoring junior developers.


Interview process will focus heavily on hands-on configuration experience and solution architecture capabilities.


Candidate must have experience designing HR Case & Knowledge Management alongside core ITSM/ITOM modules.


TOP HARD SKILLS
ServiceNow Tech Lead / Architecture experience (5+ years)


HRSD and ITOM Implementation (3+ years)


Advanced ServiceNow Scripting & Integrations (5+ years)


NICE-TO-HAVES
Lifecycle Events & Employee Center experience


MID Server & OAuth integration experience


Workshop facilitation and UAT leadership experience


DISQUALIFIERS
Purely admin background without hands-on custom development/architecture experience


Lack of hands-on experience with both HRSD and ITOM modules


Inability to work onsite in Boston on a hybrid schedule

Job Responsibilities

Technical Leadership & Solution Design

Lead end-to-end ServiceNow support or implementations for ITOM and HRSD.

Translate business requirements into scalable and compliant technical solutions.

Define and maintain platform architecture, data models, and integration designs.

Drive CMDB, Service Catalog, and Workflow design best practices.

Development & Configuration

Configure and customize ServiceNow modules using Flows, UI Policies, Business Rules, Script Includes, Client Scripts, Widgets, and IntegrationHub.

Develop and maintain HR Case & Knowledge Management, HR Services, Lifecycle Events, and Employee Center experiences.

Implement ITSM processes including Incident, Problem, Change, Request, Knowledge, CMDB, SLA, and Discovery where applicable.

Integration & Platform Governance

Design and manage integrations between ServiceNow and external systems (REST, SOAP, MID Server, OAuth).

Govern platform upgrades, patches, performance tuning, and security compliance.

Ensure adherence to ServiceNow coding, naming, and security standards.

Team & Stakeholder Collaboration

Lead and mentor ServiceNow developers and analysts.

Work closely with Business Stakeholders, HR, ITOM Process Owners, Security Teams, and Project Managers.

Lead workshops, solution reviews, demos, and UAT sessions.