Technical Lead – ServiceNow Administrator

Role: Technical Lead – ServiceNow Administrator

Experience & Qualification

• Bachelor's Degree in Computer Science, IT, or related field
• 5–7 years of hands-on experience with ServiceNow platform administration and development
• Strong exposure to enterprise ITSM environments

Role Overview

As a Technical Lead – ServiceNow Admin, you will own the end-to-end administration, customization, and optimization of the ServiceNow platform. You will act as the bridge between business stakeholders and technical teams, translating business needs into scalable, high-quality platform solutions aligned with IT strategy.

Primary Responsibilities

• Collaborate with stakeholders to gather, analyze, and document business and functional requirements
• Translate requirements into technical designs and scalable ServiceNow solutions
• Design and implement custom workflows, automations, and platform enhancements
• Ensure solutions align with enterprise architecture and IT governance standards

Core Responsibilities

• Administer, configure, and maintain the ServiceNow platform
• Customize applications and modules across:
• ITSM (IT Service Management)
• ITBM (IT Business Management)
• CMDB (Configuration Management Database)
• CSM (Customer Service Management)
• Configure:
• UI policies, forms, and dashboards
• Business rules, workflows, and flow designer
• Perform system updates, patches, and upgrades with minimal disruption
• Manage:
• User roles, groups, and access controls
• License allocation and optimization

Technical & Operational Ownership

• Ensure environment consistency across Development, QA, and Production
• Maintain release management discipline and deployment governance
• Identify system gaps and proactively recommend improvements
• Ensure platform stability, performance, and scalability
• Support incident resolution and production issues

Support & Enablement

• Provide end-user support and troubleshooting
• Conduct user training and knowledge transfer sessions
• Develop and maintain:
• Process documentation
• Technical documentation
• SOPs and best practices

Key Competencies

• Strong expertise in ServiceNow configuration & scripting (JavaScript)
• Deep understanding of ITIL processes
• Experience with workflow automation and integrations
• Strong problem-solving and analytical mindset
• Ability to lead discussions with both technical and non-technical stakeholders

Nice to Have

• ServiceNow Certifications (CSA, CAD, CIS modules)
• Experience with API integrations (REST/SOAP)
• Exposure to Agile / DevOps environments