ServiceNow Technical Lead / DeveloperReports ToDirector, Global IT Support & Collaboration Services
Position SummaryWe are seeking an experienced ServiceNow Technical Lead / Developer to provide both strategic leadership and hands-on development expertise for the ServiceNow platform. This role is responsible for defining platform direction, guiding architecture and design decisions, and developing scalable, secure, and efficient ServiceNow solutions that support enterprise service management and workflow automation.
The ideal candidate will serve as the primary technical lead for the platform, bridging business requirements with platform capabilities while also designing, developing, configuring, and supporting ServiceNow solutions. This role combines SME-level ownership with developer-level execution, ensuring strong governance, high-quality delivery, and long-term platform sustainability.
Key ResponsibilitiesPlatform Leadership, Strategy & Governance- Serve as the primary technical lead and subject matter expert for the ServiceNow platform.
- Define and enforce platform governance, standards, and best practices.
- Provide strategic direction for ServiceNow roadmap and architecture.
- Ensure alignment with ITSM/ITIL and enterprise standards.
Solution Architecture, Development & Configuration- Design and implement ServiceNow solutions including workflows and applications.
- Configure ITSM, CMDB, and Service Catalog modules.
- Develop scripts: Business Rules, Client Scripts, UI Policies, Script Includes.
- Recommend configuration vs customization strategies.
Workflow Automation & Process Improvement- Design and implement automated workflows.
- Drive automation initiatives to improve efficiency.
- Identify opportunities to reduce manual effort.
Implementation, Delivery & Platform Support- Lead development lifecycle activities including testing and deployment.
- Support enhancements and production issues.
- Manage platform upgrades and releases.
Integration, CMDB & Data Management- Develop integrations with enterprise systems.
- Maintain CMDB and ensure data integrity.
- Manage data imports and transformations.
Stakeholder Engagement, Mentorship & Documentation- Gather requirements and translate into technical solutions.
- Mentor team members and perform code reviews.
- Maintain technical documentation and reports.
Required Qualifications- 5+ years of ServiceNow development and administration experience
- Expertise in ITSM, CMDB, and Service Catalog
- Strong JavaScript and Glide API knowledge
- Experience with REST/SOAP integrations
- Understanding of ITIL/ITSM processes
- Strong problem-solving and communication skills
Preferred Qualifications- ServiceNow certifications (CSA, CAD, CIS)
- Experience with ITOM, HRSD, or CSM modules
- Agile/Scrum experience
- Enterprise-scale ServiceNow environment experience
Location This role is based out of our Frisco, TX office and follows a hybrid schedule (2-3 days per week in office), with travel as needed.
What We Offer We believe great work deserves great support. Here's what you can expect:
- Very competitive compensation
- Generous Paid Time Off (25 PTO days)
- 8 Hours Annually Volunteer Time Off (VTO)
- Comprehensive medical, dental, and wellness program
- 12 weeks paid parental leave
- Flexible working arrangements
- Formal and informal reward, recognition, and acknowledgement programs
- Fun and engaging employee development events
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