Description

• Serve as the go-to expert for the ServiceNow platform across multiple business domains.
• Lead the architecture, design and implementation of scalable and secure ServiceNow Solutions.
• Customize and configure IT Service Management modules by following ITIL standards and best practices.
• Oversee and support the development of IT Service Management, IT Asset Management, Customer Service Management and Custom Application Development using JavaScript, Flow Designer, UI Builder and other ServiceNow capabilities.
• Establish and enforce platform best practices, governance standards, and development lifecycle processes.
• Define enterprise architecture standards for ServiceNow and ensure alignment with organizational technology roadmaps.
• Lead cross-functional architecture reviews, ensuring enterprise integrations and workflows are optimized for long-term maintainability.
• Utilize Automated Test Framework to ensure code quality and platform stability.
• Collaborating with stakeholders to assess customer service needs and translate functional requirements into scalable technical solutions.
• Experience with ServiceNow App Engine studio, UI Builder and Performance Analytics.
• Customization and maintenance of configurable workspaces within ServiceNow.
• Promote platform upgrades, feature adoption and support for ServiceNow releases and patching.
• Guide and mentor development teams, conduct code reviews and support code promotions across environments.
• Experience with Agile/Scrum Methodologies and CI/CD process.

Detailed Job Activities

• Participate in daily stand – up meetings to provide project updates, discuss blockers, and align with Agile sprint goals.
• Lead end-to-end design of complex integrations, ensuring data integrity, security compliance and consistent cross-system workflows.
• Analyze incoming business requirements or enhancement requests and assess feasibility within the ServiceNow platform.
• Design enterprise-level workspace experiences using UI Builder, including custom pages, components, data visualizations and workspace templates.
• Identify opportunities for process automation and implement solutions using flow designer, Business rules, Script includes and Schedule Jobs.
• Design and maintain integrations with external systems using REST, SOAP, Mid Servers and Integration Hub.
• Implement and manage Role based access control (RBAC), SLAs/OLAs and compliance standards.
• Troubleshoot and resolve platform issues, including performance, script errors or misconfigured workflows.
• Design and develop new features, forms, workflows, and catalog items using JavaScript, Flow Designer, Scripting, and UI Builder.
• Collaborate with business stakeholders, process owners and technical teams to gather requirements, define solution architecture, and ensure ServiceNow implementations aligned with organizational goals and user expectations.
• Perform automated testing using Automated Test Framework (ATF) for newly developed features or enhancements.
• Conduct peer code reviews to ensure best practices and compliance with coding standards are maintained.
• Review and merge update sets, promote code changes from development to test and production environments while following change management protocols.
• Document solution designs, configurations and technical processes to ensure maintainability and compliance

Key Skills

Education

Bachelor's degree