Lead ServiceNow Engineer

Key Responsibilities:

Platform Administration

• Manage day-to-day operations and maintenance of the ServiceNow platform.
• Perform instance cloning, patching, upgrades, and system health checks.
• Manage users, roles, ACLs, and platform security configurations.
• Maintain CMDB, Discovery schedules, and ensure data accuracy.
• Monitor system performance and ensure high platform availability.

Development & Technical Delivery

• Design and develop custom applications, workflows, UI policies, UI actions, and catalog items.
• Enhance and customize Service Portal widgets and pages.
• Develop solutions using Script Includes, Business Rules, and Flow Designer.
• Implement integrations using REST APIs, SOAP, MID Server, and IntegrationHub.
• Support ITOM implementations including Discovery and CMDB management.
• Build automation solutions to improve operational efficiency.

Leadership & Collaboration

• Review technical work delivered by developers and provide guidance.
• Collaborate with product owners, architects, and process owners to gather requirements.
• Participate in Agile ceremonies and ensure timely sprint delivery.
• Provide technical leadership and perform root cause analysis for issues.
• Manage stakeholder communication with India and US teams.

Governance & Best Practices

• Ensure adherence to ServiceNow development standards and governance.
• Maintain proper technical documentation.
• Identify automation opportunities and drive platform improvements.

Requirements:

• 7+ years of experience in ServiceNow development and administration.
• Strong experience with ITSM modules (Incident, Problem, Change, Request, CMDB).
• Hands-on experience with ServiceNow upgrades, cloning, MID Server, and Discovery.
• Experience working with roles, ACLs, data policies, and platform security.
• Knowledge of ITIL processes.
• Experience with ServiceNow integrations (REST / SOAP APIs).
• Ability to work in Agile development environments.

Good to Have:

• Experience with ITOM modules and licensing.
• Exposure to Banking or Financial domain projects.
• Experience with Service Portal customization.

If interested, please share your updated CV to [HIDDEN TEXT]