Lead ServiceNow Developer

Key Responsibilities

• Lead and mentor a team of ServiceNow developers in BAU support, platform enhancements, and project implementations. 
• Drive strategic optimization of ServiceNow ITSM and ITOM modules to align with business goals and improve operational efficiency. 
• Champion workflow automation using Flow Designer, scripting, and ServiceNow AI capabilities to streamline processes and reduce manual effort. 
• Oversee and enhance Discovery configurations, ensuring accurate CI population and effective mapping of infrastructure and cloud environments and Service mapping. 
• Design, implement, and maintain integrations with upstream and downstream IT systems using REST/SOAP APIs. 
• Customize and manage the Employee Center portal, CAB Workbench, and user interfaces to improve usability and end-user experience. 
• Ensure platform reliability through proactive monitoring, performance tuning, and timely resolution of issues and defects. 
• Collaborate with IT support teams to improve service delivery, reduce turnaround times, and enhance support workflows. 
• Implement and continuously improve core ITSM workflows including Incident, Problem, Change, and Service Request Management. 
• Manage platform components such as Scheduled Jobs, Script Includes, Business Rules, and automation scripts to support scalable operations. 
• Design and publish dashboards and reports to provide visibility into performance metrics and support data-driven decision-making. 
• Engage with stakeholders and product owners to understand business needs and deliver maintainable, scalable solutions. 
• Stay current with ServiceNow best practices, especially in AI, automation, and platform capabilities relevant to your subscribed modules. 
• Promote a culture of continuous improvement, leveraging user feedback and analytics to enhance platform functionality and user satisfaction.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Relevant ServiceNow training in ITSM, Discovery, and scripting modules
• ServiceNow Certified System Administrator (CSA) – required.
• ServiceNow Certified Implementation Specialist – preferred.
• ITIL Foundation certification – desirable.
• Minimum of 5 years of hands-on experience in ServiceNow development with JavaScript/Glide Scripting, Rest/SOAP API.
• Proven track record with ServiceNow ITSM modules and Discovery implementation.
• Experience with form customization, API integration, and dashboard/report creation.
• Demonstrated experience in troubleshooting platform issues and scripting errors.
• Strong problem-solving and analytical skills.
• Proactive approach to continuous improvement and platform reliability.
• Effective communication with technical and non-technical stakeholders.
• Ability to lead, work independently and manage priorities in a fast-paced environment