Lead ServiceNow Developer / Administrator

We are seeking an experienced Lead ServiceNow Developer / Administrator to lead end-to-end ServiceNow implementation, development, administration, integrations, and platform architecture. The ideal candidate will have 14+ years of overall IT experience and 10+ years of hands-on ServiceNow experience , with strong expertise across ITSM, ITOM, ITAM, CMDB, CSDM, SecOps, IRM/GRC, SPM, HRSD, and enterprise integrations.

The Lead will provide technical leadership, hands-on development, platform administration, architecture guidance, stakeholder engagement, and mentoring while ensuring scalable, secure, and high-quality ServiceNow solutions.

Required Qualifications

• 14+ years of overall IT experience
• 10+ years of hands-on ServiceNow experience
• Must hold ServiceNow Certified System Administrator (CSA) certification.
• Must hold a ServiceNow Implementation/Implementation Specialist certification .
• Certification copies are required for submission.
• Proven experience leading 5+ end-to-end ServiceNow implementation projects .
• Strong experience in ServiceNow development, customization, configuration, and administration.
• Experience across ITSM, ITOM, ITAM/SAM, ITBM/SPM, DevOps, SecOps, IRM/GRC, CMDB, and Change Management .

Key Responsibilities

• Lead end-to-end ServiceNow implementation, development, configuration, administration, and integration activities.
• Serve as the technical lead and ServiceNow Administrator for enterprise platform initiatives.
• Design and implement scalable ServiceNow solutions supporting ITIL, ITSM, security, and regulatory requirements.
• Lead architecture discussions with executives, stakeholders, technical teams, and business users.
• Define ServiceNow governance frameworks, architecture standards, development standards, and platform operating models.
• Lead process analysis, process redesign, technical design, implementation, and configuration activities.
• Ensure configurations and customizations across ServiceNow modules do not negatively impact other platform areas.
• Provide technical leadership and mentoring to ServiceNow developers and administrators.
• Prepare and maintain technical design, implementation, configuration, and integration documentation.

ServiceNow Technical Expertise

• Expert-level JavaScript , Script Includes, Business Rules, Client Scripts, UI Policies, UI Actions, and scoped applications.
• Strong expertise with Flow Designer, IntegrationHub, workflows, process automation, and ServiceNow scripting .
• Experience implementing Automated Test Framework (ATF) and automated testing practices.
• Experience with ServiceNow Discovery, Service Mapping, CMDB, CSDM, and Service Graph Connectors .
• Strong understanding of CMDB governance, data quality, CI relationships, and CSDM strategy .
• Experience with Incident, Problem, Change, Request, Service Catalog, Asset, User Provisioning, and Email modules.
• Experience implementing ITIL core processes and enterprise service management solutions.
• Knowledge of platform performance tuning, instance health, scalability, upgrades, and release management.

Enterprise Integrations

Hands-on experience designing and implementing inbound and outbound ServiceNow integrations using:

• REST and SOAP Web Services
• APIs and event-driven integrations
• IntegrationHub
• MID Server
• LDAP and Active Directory
• Azure AD / Microsoft Entra ID
• SSO, MFA, RBAC, and identity management
• Email infrastructure
• Trusted sources for SSO
• Azure Integration Services
• Custom-built applications
• COTS and SaaS applications
• Enterprise identity and security platforms

DevOps & Platform Engineering

• Implement DevSecOps, CI/CD, source control, automated deployments, and release governance .
• Experience integrating ServiceNow with source control and CI/CD pipelines.
• Implement and maintain automated testing using ATF .
• Establish development, deployment, upgrade, and release management best practices.
• Support platform modernization, scalability, performance, and upgrade initiatives.

CMDB & CSDM

• Define and implement enterprise CMDB and CSDM strategies .
• Establish CMDB governance, data quality standards, and configuration management practices.
• Design and implement Service Graph Connector architecture.
• Support Discovery and Service Mapping initiatives.
• Ensure accurate relationships and dependencies between configuration items and business services.

Core Process Areas

The candidate should have hands-on implementation experience with:

• User Provisioning
• Incident Management
• Problem Management
• Change Management
• Request Management
• Service Catalog
• Asset Management
• CMDB
• ITIL processes
• Email Management
• Workflow and Process Automation
• Reporting and Dashboards

Leadership & Communication

• Lead technical discussions with executives, business stakeholders, architects, and development teams.
• Present architecture decisions, technical risks, scalability considerations, and modernization opportunities.
• Provide technical guidance and mentorship to less experienced team members.
• Work effectively with distributed and remote teams.
• Communicate complex technical concepts clearly, both verbally and in writing.
• Participate in training, knowledge transfer, and implementation best-practice sessions.

Preferred Technical Skills

• JavaScript
• Java
• SQL
• REST/SOAP APIs
• Azure
• Microsoft Entra ID / Azure AD
• LDAP / Active Directory
• SSO / MFA / RBAC
• Cloud and identity management
• Enterprise integration architecture