Senior Technical Lead - ServiceNow Expert

Job Overview

Our organization is seeking a seasoned ServiceNow expert to lead our enterprise development, implementation, and support teams. The ideal candidate will have deep knowledge of core modules, including ITSM, CMDB, and Performance Analytics. Key Responsibilities

• Provide technical direction and architectural guidance for ServiceNow implementations across multiple modules
• Lead complex ServiceNow projects including upgrades, integrations, and custom application development
• Oversee CMDB strategy, data governance, and accuracy initiatives to ensure reliable IT asset visibility
• Ensure adherence to ServiceNow best practices, coding standards, and governance frameworks
• Review and approve technical designs, workflows, and customizations
• Stay current with ServiceNow platform updates, new features, and emerging capabilities Team Leadership
• Manage, mentor, and develop a team of ServiceNow administrators, developers, and analysts
• Conduct performance reviews, set goals, and create individual development plans
• Foster a collaborative, innovative team culture focused on continuous learning
• Provide coaching and technical guidance to team members at various skill levels
• Manage resource allocation and workload distribution across the team Operational Efficiency
• Oversee day-to-day ServiceNow platform operations, maintenance, and support
• Ensure SLA compliance and maintain high service quality standards
• Lead incident response and problem resolution for platform issues
• Manage vendor relationships and coordinate with ServiceNow support when needed
• Develop and maintain team documentation, procedures, and knowledge base Strategic Planning
• Lead the ServiceNow roadmap planning and technology strategy
• Develop and maintain analytics frameworks to measure team performance and platform effectiveness
• Create executive-level dashboards and reports to demonstrate business value and ROI
• Identify opportunities for process improvement and automation using data-driven insights
• Support business stakeholders in defining requirements and solution approaches

The successful candidate will have strong leadership skills, excellent communication skills, and a passion for staying up-to-date with the latest ServiceNow technologies.