Roles and Responsibility:
- Own the overall roadmap, and execution for ServiceNow projects , ensuring project is executed on time with quality.
- Lead the design, implementation, and support of scalable ServiceNow solutions and workflows. Oversee ServiceNow custom development, scripting, debugging, troubleshooting and high-availability deployments. Ensure robust workflow management, business rules, and ServiceNow best practices are adhered to
- Drive DevOps and automation practices, including Git version control, CI/CD pipelines, and integration of microservices with Kubernetes.
- Optimize performance, scalability, and security of ServiceNow environments.
- Serve as the escalation point for critical incidents, troubleshooting, problem resolution and platform debugging
- Mentor, manage, and grow a high-performing team of ServiceNow developers, administrators, and support professionals
- Partner with business, IT, and vendor stakeholders to align ServiceNow delivery with strategic objectives
- Effective project management thru KPIs
- Stay up-to-date with emerging ServiceNow features and technology trends, including big data integrations
- Foster a culture of innovation, continuous improvement, and collaboration across cross-functional teams, bringing in a culture of ownership and accountability. Build a collaborative and inclusive work environment to attract and retain top talent.
- Communicate effectively with executive leadership, providing regular updates on project progress, risks, and opportunities.
Qualifications:
- 12+ years of experience in software development, with at least 3 years in a leadership role managing ServiceNow development and support programs.
- In-depth understanding of ServiceNow modules: ITSM, ITOM, CSM, FSM, CMDB Business Rules, and IntegrationHub
- Strong development skills in Java and JavaScript
- Experience with DevOps implementation, Git, CI/CD pipelines, automation, and container orchestration (Kubernetes)
- Microservices architecture: design and deployment experience in distributed systems
- Proficiency in Unix Shell Scripting for systems integration and automation
- Familiarity with Apache Spark and its integration for analytics/data pipelines is a plus
- Demonstrated leadership managing teams, driving delivery, and guiding technical strategy
- Strong stakeholder engagement, communication, and influencing abilities
- ServiceNow Implementation Specialist or ServiceNow Technical Architect certifications (CIA, CTA.) strongly preferred
- Additional certifications in DevOps, Java, Kubernetes, or related technologies are a plu
