ServiceNow Platform Lead

Job Title: ServiceNow Platform Lead

Location: Melbourne, Florida Onsite

Duration / Term: Long-Term Contract

Job Description

We are seeking a highly skilled and strategic ServiceNow Platform Lead to oversee the operations, enhancements, and automation initiatives within the ServiceNow ecosystem. This role requires deep expertise in ServiceNow administration, JavaScript scripting, REST/SOAP API integrations, and AngularJS UI development, along with strong leadership and stakeholder engagement capabilities. The Platform Lead will drive operational excellence, manage escalations, and implement frameworks that improve service delivery and customer satisfaction.

Key Responsibilities

Platform Operations & Automation

• Lead the generation of tower-level revenue by leveraging ServiceNow admin capabilities and automation tools
• Manage escalations and crisis situations, ensuring resolution within SLA norms, using JavaScript for custom scripting
• Oversee operational hygiene by validating reports and aligning service delivery with the Statement of Work (SOW)
• Utilize REST/SOAP APIs for seamless platform integration and automation
• Drive the Profit Improvement Plan (PIP) by identifying automation opportunities and implementing self-driven initiatives

Customer Experience & UI Enhancements

• Enhance customer satisfaction by implementing new initiatives and frameworks
• Incorporate feedback and best practices using AngularJS for user interface improvements
• Collaborate with stakeholders to ensure platform enhancements align with business goals

Reporting & Documentation

• Deliver key operational reports and maintain platform documentation
• Support knowledge transfer and enablement across teams

Required Skills & Qualifications

• Proficient in ServiceNow administration and support
• Strong hands-on experience with JavaScript for scripting and customization
• Solid understanding of REST/SOAP APIs for integration and automation
• Experience with AngularJS for developing user-friendly interfaces
• Familiarity with operational metrics, SLA management, and service delivery frameworks
• ServiceNow Certified System Administrator certification recommended
• ITIL Foundation certification is a plus

Key Skills

ServiceNow Administration, JavaScript, REST APIs, SOAP APIs, AngularJS, SLA Management, Automation, Platform Integration, UI Development, Operational Reporting, Stakeholder Engagement, ITIL, Service Delivery, Profit Improvement Plan, Escalation Management, Custom Scripting, ServiceNow Certification

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