Technical Lead

ServiceNow Development/Engineering/Architecture area

• Create, configure and customize workflows and applications on the ServiceNow platform and ensure system performance through regular maintenance.
• Develop integrations with external systems using REST/SOAP APIs to enhance functionality.
• Write and debug client scripts, business rules, and UI policies to maintain system functionality and improve user interactions.
• Work closely with stakeholders and team members to gather requirements, provide development time estimations, and ensure solutions aligned with business need.
• Participate in testing phases, including UAT, to ensure the quality of developed solutions.
• Strong knowledge all ServiceNow core application suits: ITSM, HRSD, CRM, IRM, SecOps, ITOM, Discovery, ITAM, SPM etc.
• Implementation and configuration ServiceNow AI solutions – VA, AI Agents, Predictive Intelligence etc.
• Implementation and configuration of ServiceNow SPM solutions - Project, Program, and Portfolio Management, Resource and Financial Planning, Demand and Timesheet Management, Agile Development, Lean Portfolio Management, Digital Product Management, Test Management etc.
• Process and configuration improvements to help drive a better understanding around AIOps and ITOM with strong focus on the following areas:

• Optimal Event Management configuration (specifically binding and qualification, correlation, event noise suppression and leveraging machine learning)
• Navigation of Metric Explorer (specifically agent, database and dashboard challenges inhibiting effective and timely information gathering)
• General Process and Product Knowledge (intended to help us understand best practices and process dependencies, order of operations, etc.)
• Determination of Root Cause and drive toward automated resolution (intended to drive a faster mean time to restore service in an outage situation)
• Devise a strategy to deploy service operations (whereas a top-level red/yellow/green status of business services can be deployed and monitored, likely in conjunction with Service Mapping and concurrent CMDB improvements)
• Event management for services and associated dashboards
• HLA, associated dashboards and recommended metrics
• High value alerts, making changes to alerts and understanding where alerts are coming from
• Agents review - update out of date agents and troubleshoot agents with errors.
• Discovery jobs review - review errors, troubleshoot credentials/access.

ServiceNow Business Analysis area

• Analyzing, designing and implementing business processes and workflows within ServiceNow.
• Collaborating with stakeholders to gather and analyze business requirements.
• Translating business needs into technical specifications and user stories.
• Conducting gap analysis and recommending solutions to meet business objectives.
• Designing and documenting business processes and workflows in ServiceNow.
• Identifying opportunities for process improvement and automation.
• Ensuring best practices and compliance with company policies and industry standards.
• Working with developers to ensure requirements are understood and implemented correctly.
• Assisting in configuring ServiceNow applications based on business requirements.
• Participating in testing, including writing test cases and conducting user acceptance testing (UAT).
• Serving as a liaison between business units, IT, and the ServiceNow development team.
• Facilitating meetings and workshops to gather and refine requirements.
• Creating and maintaining comprehensive documentation for processes, workflows, and solutions.
• Developing training materials and conducting training sessions for end-users.
• Developing and maintaining dashboards/reports to monitor performance and usage of ServiceNow applications.

Required Skills and Qualifications

• Technical Skills: Proficiency in JavaScript, HTML, CSS, and AJAX; experience with ServiceNow APIs; familiarity with low-code tools like Flow Designer.
• Education: A degree in Computer Science, Information Technology, or a related field.
• Certifications: Relevant certifications such as ITIL v3/v4, ServiceNow Certified Application Developer, CSA, Implementation Specialist or similar.
• Experience: At least 5 years of prior experience in software development and business analysis, particularly within the ServiceNow platform. Familiarity with ITIL standard and CSDM framework.

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