ServiceNow Technical Lead

Job Description:

This position will act as the technical subject matter expert for how AtoZ leverages ServiceNow, owning the technical backlog, guiding enhancements, coordinating platform upgrades, and ensuring long-term stability and scalability. It requires someone who can be hands-on when needed, troubleshoot issues, and validate integrator/implementation vendor architecture and development work.

Key Responsibilities:

• Serve as the primary technical owner of the AtoZ ServiceNow implementation, ensuring platform quality, performance, and scalability.
• Oversee and manage the ServiceNow technical backlog in Jira, including enhancements, bugs, maintenance tasks, and modernization initiatives.
• Review and validate solution architecture, workflows, and technical decisions provided by the MVP and long term vendor development teams.
• Provide hands-on configuration or development support as needed to troubleshoot issues or validate platform behavior.
• Act as the main technical point of contact between AtoZ and maintenance and vendor development teams.
• Review vendor designs, technical documentation, and proposed solutions to ensure alignment with best practices and program goals.
• Participate in evaluating vendor SOW responses and technical proposals during procurement cycles.
• Support agency onboarding by joining integration meetings and providing technical expertise related to ServiceNow capabilities such as notifications, workflows, catalog use, and routing.
• Collaborate with the AtoZ Identity Platform and agency technical teams to ensure successful authentication, attribute flow, and notification patterns.
• Support the AtoZ Program Manager in translating business priorities into technical execution plans.
• Lead planning for platform upgrades, modernization efforts, and release cycles.
• Ensure compliance with accessibility, security, and state technology policies and standards.
• Actively participate in agile ceremonies, including Sprint Planning, Backlog Refinement, Standups, Reviews, and Retrospectives.
• Prepare technical stories, acceptance criteria, and testing requirements.
• Ensure all ServiceNow work is delivered in alignment with product goals, timelines, and quality standards.
• Maintain technical documentation, diagrams, workflow maps, and configuration details.
• Recommend improvements to platform stability, performance, and long-term scalability.
• Stay informed of ServiceNow roadmap updates and new platform capabilities.

Required Qualifications:

• 5 or more years of ServiceNow experience in a technical role such as developer, architect, or technical lead.
• Experience with ServiceNow Public Sector Digital Services (PSDS), including case management, constituent engagement, public sector workflows, or related modules.
• Strong understanding of ServiceNow architecture, configuration, workflows, scripting, and platform best practices.
• Experience overseeing vendor development teams or external technical partners.
• Ability to translate business requirements into technical stories, tasks, and execution plans.
• Strong communication skills and ability to explain complex technical topics to non-technical stakeholders.

Preferred Qualifications:

• Hands-on experience with ServiceNow Notifications, Catalog Items, Flow Designer, and Integration Hub.
• Experience working in agile or iterative development environments.
• Solid understanding of integrations, identity concepts including SSO, OIDC and SAML, and API fundamentals including JSON and REST.
• Familiarity with government, public sector, or highly regulated environments.
• Experience participating in technical evaluation during procurement processes.
• Knowledge of platform upgrade planning, release management, and long-term maintenance strategies.
• Experience supporting cross-system integrations or coordinating between multiple technical teams.
• Ability to build technical diagrams, architecture visuals, and integration flow documentation