Job Description: ServiceNow Center of Excellence (CoE) Lead / Manager
Location: [Insert Location e.g., Bangalore / Chennai / Pune / Hybrid]
Experience: 15+ Years (with 5+ Years in ServiceNow)
Employment Type: Full-time
Department: Digital Transformation / Enterprise Platforms / IT Service Management
Role Overview
The ServiceNow Center of Excellence (CoE) Lead will be responsible for defining, driving, and governing the strategic roadmap, architecture, and best practices for the ServiceNow platform across the enterprise. This role ensures consistent delivery, platform scalability, and alignment with business outcomes through governance, enablement, and continuous improvement of ServiceNow capabilities.
Key Responsibilities
- Define and enforce the ServiceNow CoE governance model, including design standards, architecture, and delivery best practices.
- Establish KPIs, metrics, and success frameworks for platform adoption and maturity.
- Partner with IT and business stakeholders to develop a strategic roadmap aligning ServiceNow capabilities with enterprise goals.
- Act as the ServiceNow platform owner ensuring performance, compliance, and scalability.
- Oversee instance management, upgrades, and environment strategy (Dev/Test/Prod).
- Guide the design and implementation of ServiceNow modules (ITSM, HRSD, CSM, IRM, SecOps, SPM, etc.).
- Ensure all developments adhere to platform architecture standards and CSDM framework.
- Evaluate and implement AI and GenAI capabilities, Virtual Agents, and automation opportunities.
- Define and monitor CoE processes for demand intake, prioritization, and release management.
- Build and lead a high-performing ServiceNow CoE team comprising developers, architects, business analysts, and admins.
- Define competency frameworks, training programs, and certification paths.
Required Skills & Competencies
- Deep expertise in one or more ServiceNow modules (ITSM, HRSD, CSM, GRC/IRM, SecOps, SPM).
- Strong understanding of ServiceNow platform architecture, Flow Designer, IntegrationHub, CSDM, and CMDB best practices.
- Experience in managing ServiceNow upgrades, governance, and security compliance.
- Ability to code, configure, deploy, fault find, setup instances
- Proficiency in integration design using APIs, REST, SOAP, and MID servers.
- Demonstrated success in establishing or managing a ServiceNow CoE or Governance Board.
- Excellent communication, stakeholder management, and leadership skills.
- Ability to align business objectives with technology capabilities.
- Should be comfortable with an individual contributor role
Qualifications
- Bachelor's or Master's degree in Computer Science, Information Technology, or related field.
- ServiceNow Certified System Administrator (CSA) Mandatory.
- Preferred Certifications: CIS-ITSM, CIS-HRSD, CIS-CSM, CAD, CTA.
Preferred Experience
- Experience in large enterprise or multi-instance ServiceNow environments.
- Exposure to Agile and ITIL frameworks.
- Experience working with global teams and cross-functional stakeholders.
- Experience having led a product management group/COE function
- Proven experience in ServiceNow roadmap definition, platform governance, and operating model creation.
Why Join Us
- Be part of a strategic digital transformation initiative.
- Opportunity to define enterprise-wide standards and innovation practices.
- Collaborate with global teams driving ServiceNow excellence and innovation.
