Position OverviewWe are seeking a highly experienced Platform Team Lead(ServiceNow platform) to design, develop, and optimize end-to-end solutions on the ServiceNow platform. In this role you will lead and mentor a team of developers, ensure high-quality and well-documented delivery, and partner closely with service owners, process owners, and cross-functional teams. You will drive solution design, lead requirements sessions, perform code reviews, deliver demos, present at Change Control Boards, and oversee deployments - all while remaining hands-on. Supporting a multi-tenant, domain-separated platform on a 24x7 basis, the role requires deep expertise in ServiceNow architecture, third-party integrations, and full SDLC execution, combined with strong problem-solving skills and a proven ability to enhance platform performance and reliability in complex enterprise environments.
Responsibilities- Lead and mentor the ServiceNow platform team - providing development best practices, technical coaching on scripting, code reviews (including work delivered by partners and internal developers), and enforcement of coding standards and architectural guidelines - while fostering a culture of high performance, collaboration, and continuous learning.
- Serve as a hands-on, servant leader, dedicating roughly 50% of time to direct development.
- Lead the development lifecycle end to end - requirements gathering, solution design, configuration, customization, testing, documentation, and deployment - using both Agile and Waterfall practices.
- Architect and design scalable ServiceNow solutions, translating business, functional, and technical requirements into solution designs, architecture documentation, and ServiceNow roadmaps aligned with platform best practices.
- Develop and optimize workflows, service requests, business rules, UI policies, automations, and integrations using Flow Designer, Integration Hub, and scripting; integrate ServiceNow with enterprise systems (e.g., Workday, ADP, ERP, HRIS, and third-party tools) via REST/SOAP, MID Server, and JDBC.
- Lead platform upgrades, patches, module rollouts, and custom application development across ITSM, CSM, and other modules.
- Maintain and support a domain-separated ServiceNow environment, ensuring proper data segregation, delegated administration, and tenant-level configuration across customer domains.
- Ensure 24x7 availability, performance, security, compliance, and governance of the platform - monitoring instance health and usage, troubleshooting complex issues, performing performance tuning, and supporting capacity planning.
- Lead proactive monitoring and incident response across the platform, driving rapid resolution of production-impacting issues and maintaining service-level agreements.
- Maintain data quality across integrations, including data loads, transformations, and maintenance across connected systems.
- Support governance and change processes, including demos, Change Control Board (CCB) presentations, and release planning.
- Advise stakeholders on ServiceNow capabilities, limitations, and optimal use, and collaborate with service owners, process owners, solution architects, and delivery managers to deliver high-quality solutions that accelerate digital transformation.
- Create technical documentation, requirements definitions, and specifications, and provide stakeholder training as needed.
- Stay current with ServiceNow releases and recommend enhancements to maximize platform capability.
RequirementsRequired Qualifications- 7+ years of IT experience, including a minimum of 5 years of ServiceNow development and architecture experience, with a track record of leading end-to-end solution design, custom application development, and developer mentorship.
- Deep expertise across ServiceNow ITSM, CSM, CMDB, ITOM, and Domain Separation, including Discovery, Service Mapping, Custom Application development, UI Builder, and Now Assist.
- Strong proficiency in JavaScript, Glide API, Business Rules, Client Scripts, UI Policies, Script Includes, Flow Designer, Integration Hub, Service Portal, and platform scripting.
- Proven experience integrating ServiceNow with enterprise systems using REST/SOAP, MID Server, JDBC, and modern API frameworks.
- Strong working knowledge of core ServiceNow components: Service Catalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge, and Release Management.
- Demonstrated track record in platform performance tuning, CMDB/data modeling, Discovery/Service Mapping, and maintaining instance governance.
- Experience supporting a multi-tenant, domain-separated platform in a managed-services or enterprise environment.
- Strong understanding of upgrade strategies, security models, access controls, and compliance requirements.
- Experience with ServiceNow Scoped Applications and custom application development.
- Knowledge of MID Server, LDAP, SSO, OAuth, and web services integration.
- Experience applying AI or automation to workflows, insights, or decision-making, with the ability to evaluate emerging platform capabilities.
- Skilled in Agile/Scrum and DevSecOps practices, with excellent problem-solving, communication, and stakeholder management skills and strong executive presence.
- Availability to support a 24x7 platform, including participation in an on-call/pager rotation covering nights and weekends, and willingness to work extended support hours for upgrades, deployments, and critical incidents.
- Bachelor's degree in Computer Science, Engineering, or a related field; Master's degree a plus.
Required Certifications- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Application Developer (CAD)
Preferred Certifications- ITIL v3/v4 Foundation
- ServiceNow Certified Implementation Specialist (CIS) - ITSM (and/or ITOM, HRSD, SPM)
- ServiceNow Micro-Certification: Integration Hub Fundamentals
- ServiceNow Advanced Administrator or Architect certifications
- Additional CIS certifications in Discovery, Service Mapping, Software Asset Management, and Hardware Asset Management
