Senior Lead Software Engineer

Duties

• We are seeking an experienced ServiceNow Lead including significant expertise in managing large-scale ServiceNow implementations and distributed enterprise applications. You will oversee ServiceNow deployments, integrations, and provide strategic direction for scaling the platform in complex distributed environments.
• Architecture & Strategy: Define and own the ServiceNow platform architecture, ensuring it aligns with business goals and scales with future needs, including the development of enterprise roadmaps.
• Enterprise Integration: Lead the design and implementation of complex integrations across enterprise systems, utilizing IntegrationHub, LDAP, SSO (Single Sign-On), multi-factor authentication (MFA), and federated identity management (SAML 2.0).
• Module Implementation: Lead the end-to-end operation of core ServiceNow modules such as ITSM, CMDB, CSM, Virtual agent etc. ensuring that each module integrates with existing enterprise applications.
• Data & Process Automation: Understanding of CMDB and Asset Management configuration, ensuring adherence to ITIL/ITSM frameworks. Understanding of automated processes using Event Management and Discovery to enhance operational efficiency.
• Governance & Best Practices: Establish and enforce governance frameworks, coding standards, and best practices across the platform to ensure quality, consistency, security, and compliance.
• Advanced Reporting & Dashboards: Drive the creation of advanced reporting, performance analytics, and executive dashboards to provide key business insights.
• Platform and Plug in Management: Oversee the planning and execution of ServiceNow upgrades, ensuring new features are evaluated and effectively implemented with zero impact.
• Performance Planning: Implement solutions that are within the guardrails of healthy platform performance ensuring high availability and reliability.
• Team Leadership: Passionate about technical mentoring and coaching within and outside the team.
• Stakeholder Management: Act as the primary point of contact for senior leadership, IT, and business stakeholders, ensuring that ServiceNow solutions are aligned with organizational objectives.
• Value Maximization: Identify and pursue opportunities that enable the organization to maximize value on investment and work towards advancement of product.
• AI Adoption: Exposure to ITSM specific solutions that leverage Generative AI and Predictive Intelligence.

Required

• Deep knowledge and hands-on experience with advanced ServiceNow implementations across ITSM, and CSM modules.
• Proven experience with large-scale platform integrations, including REST/SOAP APIs, LDAP, SSO, OAuth, and external system data syncs.
• Strong technical understanding of platform-level architecture, multi-instance management, and governance frameworks.
• Good understanding of CMDB architecture and asset lifecycle management.
• ServiceNow Certified Implementation Specialist and/or ServiceNow Certified Technical Architect (CTA) is highly desirable.
• Strong knowledge of ITIL best practices and service management methodologies (certifications like ITIL Foundation or Expert preferred).
• Experience with Agile and DevOps, including tools like Selenium, Git, and Automated Testing Framework (ATF).
• Excellent interpersonal skills, with the ability to communicate complex technical concepts to non-technical stakeholders.

Desired

• ​​​​​Microservices & API Management: Hands-on experience with microservices, containers (Docker, Kubernetes), and API management tools for building resilient, distributed applications that communicate with ServiceNow
• DevOps & CI/CD: Strong knowledge of DevOps practices and tools, including automated testing frameworks, and managing distributed deployments.

Education

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or related field.
• Around 10 years of IT experience, with at least 5+ years in a ServiceNow Lead or Architect role.