Description
Role Overview :
The ServiceNow Technical Lead will drive end-to-end technical delivery for a DevOps-based ServiceNow engagement encompassing new feature development, platform enhancements, and ongoing backlog support. The role requires hands-on expertise in ServiceNow development and leadership in guiding the DevOps team through backlog grooming, sprint planning, and delivery alignment with product owners.
Key Responsibilities
Technical Leadership & Delivery :
- Lead a cross-functional ServiceNow DevOps team handling development, enhancement, and platform support tasks.
- Translate business requirements into technical designs leveraging ServiceNow best practices and platform capabilities.
- Ensure development standards, coding guidelines, and review mechanisms are followed.
- Own solution delivery from story refinement to deployment, ensuring high quality and minimal technical debt.
DevOps & Agile Execution
- Manage sprint backlog, assist in grooming user stories, and define acceptance criteria with Product Owners.
- Drive continuous integration, testing, and automated deployment through ServiceNow DevOps pipelines (if implemented).
- Monitor sprint progress, manage dependencies, and mitigate delivery risks proactively.
Platform Expertise
- Hands-on in ServiceNow modules such as ITSM, IRM, ITBM/SPM, or HRSD/ESG (as relevant).
- Strong knowledge of Flow Designer, Integration Hub, UI Builder/Next Experience, and Scripted APIs.
- Drive improvements in code efficiency, reusability, and platform scalability.
Support & Enhancement Oversight
- Prioritize and balance enhancement requests vs. operational support activities within the DevOps backlog.
- Review incident/problem tickets to identify automation and optimization opportunities.
- Support L3 troubleshooting and root cause analysis when required.
Governance & Stakeholder Management
- Collaborate closely with Product Owners, Architects, and Customer SMEs for roadmap alignment.
- Provide weekly technical status, risk logs, and improvement recommendations.
- Mentor and upskill junior developers to improve overall team maturity and velocity.
Required Skills & Qualifications
- Strong development expertise in ServiceNow (JavaScript, Glide API, Flow Designer, UI Policy, Client Scripts, Business Rules).
- Experience with DevOps methodologies (Agile/Scrum, CI/CD pipelines, Git, ATF).
- Experience in backlog grooming, estimation, and sprint planning.
- Excellent communication and leadership skills with experience leading multi-location teams.
Certifications (Preferred)
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Application Developer (CAD)
- ITSM / ITOM / DevOps Specialist certifications are a plus.
Nice To Have
- Exposure to ServiceNow Pro features (e.g., Predictive Intelligence, Process Optimization, Now Assist).
- Understanding of integrations with external systems (REST/SOAP, JSON, MID Server).
- Experience in establishing automated testing and deployment frameworks within ServiceNow.
- Knowledge of ESG, IRM, RTR, OTC, T&T, Legal Service Delivery.
(ref:hirist.tech)
