ServiceNow Lead Developer

Overview

As a ServiceNow Lead Developer, you will serve as a senior technical expert within the Digital Technology team, responsible for hands-on development, end-to-end implementation, and strategic optimization of our mature ServiceNow platform. This role requires a proactive, solution-oriented mindset—someone who can go beyond order-taking to identify opportunities, propose improvements, and deliver impactful solutions aligned with enterprise strategies and business goals.

Key Responsibilities

Hands-On Development & Implementation

• Design, develop, and implement ServiceNow solutions tailored to business requirements.
• Own full lifecycle delivery: BA work, development, testing, deployment, and post-implementation support.

Platform Optimization

• Drive platform enhancements through upgrades and new feature implementations, including semi-annual upgrades.
• Understand and manage customizations and configurations within a mature ServiceNow environment.

Strategic & Technical Leadership

• Identify opportunities for automation, AI-driven workflows, and self-service capabilities (e.g., Virtual Agents).
• Partner with stakeholders to analyze requirements, propose solutions, and translate business needs into technical deliverables.

Integration & Architecture

• Strong backend integration skills using JavaScript and APIs (REST, SOAP, JSON).
• Collaborate with ITOM, ITAM, and CMDB experts to enhance discovery, automation, and asset management capabilities.

Documentation & Compliance

• Document architectural designs, data flows, code, and configurations to maintain traceability and platform integrity.
• Ensure platform performance, data quality, and compliance with security standards.

Special Projects

• Participate in upcoming initiatives such as Software Asset Management deployment and self-service automation for help desk.
• Cross-Functional Engagement
• Work directly with business teams (no separate BA team) to gather requirements and deliver solutions.
• Educate and present design impacts and innovation to stakeholders.

Must-Have Qualifications

• 5+ years of ServiceNow development or implementation experience (hands-on coding required).
• Strong experience with ITSM, ITOM, and Project Portfolio Management (SPM).
• Advanced knowledge of SDLC or Agile methodologies.
• Backend integration and scripting expertise (JavaScript).
• Excellent communication, stakeholder alignment, and problem-solving skills.
• Ability to work in a hybrid onsite environment and collaborate across virtual teams.

Plusses Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 7+ years managing enterprise IT platforms, including ServiceNow and/or integration platforms like Boomi.
• Proven experience leading ServiceNow implementations and custom development.
• Experience with AI/ML-driven automation and self-service solutions.
• Familiarity with ITIL, DevOps, and Agile methodologies.