ServiceNow Tech Lead, Vice President

Key Role Overview

We are seeking a hands-on Service. Now Technical Lead to drive architecture, security, governance, implementation, support and capability maturity across multiple Service. Now products (including IT Asset Management HAM Pro/SAM Pro), integrations, orchestration/automation, and AI-driven capabilities. This role combines deep technical execution with leadership responsibilities—managing FTE and offshore teams while owning roadmap, strategy, and delivery to align with enterprise priorities and measurable business outcomes.

Key Responsibilities

• Serve as the technical subject-matter-expert and collaborate with process/function owners and SMEs across IT to implement and enhance Service. Now capabilities.

• Own the Service. Now product roadmap and delivery, ensuring alignment with enterprise priorities and measurable business outcomes.

• Lead architecture and implementation for HAM Pro and SAM Pro, including lifecycle workflows and compliance controls.

• Drive integration architecture with third-party tools (e.g., Flexera, cloud platforms, monitoring systems) using REST/SOAP APIs, Integration. Hub, and MID Server.

• Champion AI-driven enhancements (Predictive Intelligence, AI Search, Virtual Agent) and automation initiatives to improve service delivery and user experience.

• Establish and enforce governance, coding standards, and Dev. Ops practices (ATF, CI/CD, instance strategy).

• Collaborate with Process Owners, SMEs, and cross-functional teams to translate requirements into actionable solutions and deliver executive-ready reports on platform health and improvement areas.

• Mentor and manage global teams (FTE, onshore, offshore), ensuring quality, scalability, and operational excellence.

• Design, develop, test, implement and support Service. Now capabilities and engage in day-to-day operational support and continuous capability improvement, including on-call support as needed.

• Maintain adequate operational documentation and reporting and analyze existing processes to identify opportunities for consolidation and enhancement.

Required Qualifications

• Bachelor's degree in Computer Science or a closely-related discipline, or an equivalent combination of formal education and experience.

• 10+ years of Service. Now platform experience and at least 5+ years in a lead/architect role.

• Deep technical and functional expertise in Service. Now ITAM (HAM Pro, SAM Pro), ITSM, IRM, Vulnerability Response, integrations, CMDB/CSDM, data modeling, and service mapping.

• Hands-on Service. Now development experience: Business Rules, Client Scripts, Script Includes, Flow Designer, UI Policies, ACLs, and familiarity with the Service. Now data model, tables, and relationships.

• Proven ability to design and implement complex integrations using REST/SOAP APIs, orchestration, Integration. Hub, MID Server, and third-party tools.

• Experience with AI features in Service. Now (Predictive Intelligence, AI Search, Virtual Agent) and automation frameworks.

• Proficiency in scripting/programming: Java. Script, Power. Shell; familiarity with backend development (SQL Server).

• Experience with cloud integrations (AWS, Azure, OCI) and secure design principles.

• Strong communication, stakeholder engagement, documentation skills, and leadership experience managing global teams and mentoring developers.

Preferred Qualifications

• Experience with Python is preferred.

• Prior experience implementing ATF, CI/CD pipelines, and formal Dev. Ops practices for Service. Now instances.

• Familiarity with additional automation and orchestration tools and deeper experience with Service. Now AI/automation feature sets.

Compensation & Benefits

• Typical base pay range: $140,000 - $173,000 (may be adjusted based on knowledge, skills, experience, and location).

• Role may be eligible for discretionary performance-based bonuses and/or incentive compensation.

• Total Rewards package includes comprehensive health and wellness benefits, retirement plans, educational assistance and training programs, income replacement for qualified employees with disabilities, paid maternity and parental bonding leave, and paid vacation, sick days, and holidays (subject to eligibility and plan terms).

Additional Information

• Work arrangement: hybrid — expected to work at an MUFG office or client sites four days per week and remotely one day per week.

• Location: New Jersey office (210 Hudson Street, Jersey City, NJ) and may include client site visits as required.

• Visa sponsorship/support is based on business needs; the employer does not anticipate providing visa sponsorship/support for this position.

• The company is an Equal Opportunity Employer and considers applicants with criminal histories consistent with applicable state and local laws; certain regulatory background screening requirements (e.g., FINRA, NFA) may apply.

• Role includes potential on-call responsibilities and requires maintaining operational documentation and reporting.