ServiceNow Technical Lead

Job Description Summary:

Information Technology oversees the effective development, delivery, and operation of computing and information services. This function anticipates, plans, and delivers Information Technology solutions and strategies that enable operations and drive business value. Application Development & Maintenance performs configuration or coding to develop, enhance and sustain the organization's software systems in a cross-functional team environment through adherence to established design control processes and good engineering practices.

The ServiceNow Technical lead is responsible for the health, transformation, and ongoing maintenance of the ServiceNow platform. This includes platform maintenance/upgrades and overseeing the design and implementation of all enhancements and project-related transformational changes to the platform. The tech lead will partner with the product owner overseeing the work performed by internal ServiceNow Developers, CSAs, citizen developers, and 3rd-party System Integrators. The tech lead will also coach and mentor less experienced members of the team

Job Description:

Essential Duties and Responsibilities:

• Act as a subject matter expert (SME) on the ServiceNow Platform
• Collaborates with the team on Sprint planning, refinement and executions.
• Leads platform implementation projects, providing updates on project progress, and proactively communicating issues that may impact project success.
• Responsible for the stability, availability, and security of platform components and related applications
• Uses platform functionality to develop enhancements, workflows, reports, and dashboards
• Responsible for the full lifecycle, planning, and administration of components of an application platform, related integrations, and applications running on the platform
• Experience in designing new servicenow applications, integrations using various methods and data feeds
• Collaborates with internal and external partners to ensure solutions provide the best user experience
• Works with partners to design and implement integration/data feeds/interfaces with other systems, such as APIs and Authentication
• Participates in platform communities and stay up to date on new software technologies and best practices
• Executes software installations, creation, configuration, and loads
• Promote ServiceNow and CMDB best practices and recommend out of the box solutions where appropriate.
• Act as a mentor to less experienced colleagues

Experience

• Bachelors degree in related field or equivalent work experience
• 10+ years of hands-on experience in developing enterprise software and solutions
• Minimum of 5-year experience with ServiceNow Platform Administration
• Minimum of 5+ years working on a team as part of a large IT organization
• Minimum of 2 years' experience with Configuration Management, ITIL v3 certification a plus
• Experience with ServiceNow instance upgrades and patches along with strategy and execution.
• Experience with developing flows, migrating workflows to flow, scoped applications and managing cross scope access
• Experience Developing ServiceNow applications using AES and GitHub
• Experience with leading citizen developers and developing agent workspace.
• Experience with GCP or AWS Cloud Infrastructure
• Experience with integration components such as SSO, LDAP
• Experience with web technologies such as AJAX, XML, CSS, HTML, JavaScript, Web Services (SOAP, REST)
• Experience with databases and data-driven web applications
• Experience in the System Development Life Cycle (SDLC) processes including client requirement analysis and system design, and/or software engineering principles
• Understanding of Incident Management, Change Management, Configuration Management, and Release Management as it relates to ITIL
• Experience with Run book automation and data integration
• Experience with a scripting language, such as PowerShell, Perlor Python

Desired Skills

• ITIL v3 Foundation certification
• Experience implementing systems using Agile methodology
• ServiceNow Certified System Administrator, Certified Application Developer or Certified Implementation Specialist is a plus
• Excellent oral and written communication skills
• Excellent organizational skills
• Cloud GCP certification preferred. 

What is expected of you and others at this level

• Applies comprehensive knowledge and a thorough understanding of concepts, principles, and technical capabilities to perform varied tasks and projects
• May contribute to the development of policies and procedures 
• Works on complex projects of large scope 
• Develops technical solutions to a wide range of difficult problems. Solutions are innovative and consistent with organization objectives
• Completes work independently receives general guidance on new projects