Responsibilities
- Team Leadership & Management
- Lead, mentor, and manage a team of ServiceNow developers.
- Foster a collaborative and high-performance team culture.
- Conduct weekly 1-on-1s, annual performance reviews, and support career development.
- Manage JIRA stories and sprints to meet specified release dates.
- Development Strategy & Governance
- Define and maintain the ServiceNow development roadmap aligned with business goals.
- Establish and enforce development standards, best practices, and governance processes.
- Ensure compliance with security, privacy, and regulatory requirements.
- Solution Delivery
- Oversee the design and development of configuration changes to ServiceNow modules (e.g., ITSM, ITOM, HRSD, CSM, SecOps, SRM, IRM, etc.).
- Collaborate with business analysts to translate business requirements into scalable solutions.
- Manage the full software development lifecycle (SDLC) for ServiceNow projects.
- Stakeholder Engagement
- Serve as the primary point of contact for ServiceNow-related initiatives.
- Partner with business units, IT leadership, and vendors to align platform capabilities with organizational needs.
- Provide regular updates and reporting on project status, risks, and performance metrics.
- Continuous Improvement
- Drive innovation and continuous improvement of the ServiceNow platform.
- Stay current with new features, releases, and industry trends.
- Identify opportunities to automate and optimize business processes.
Knowledge and Experience
- Bachelor’s degree in computer science, Information Systems, or related field.
- ServiceNow Certified System Administrator required.
- ServiceNow Certified Application Developer required.
- ITIL Foundation Certification preferred.
- 5+ years of experience with ServiceNow development and administration.
- 3+ years in a managerial role or previous leadership experience.
- Deep understanding of ServiceNow architecture, scripting (JavaScript, Glide), and APIs.
- Expert experience with ServiceNow modules such as ITSM, ITOM, CMDB, and custom applications.
- Familiarity and working knowledge of Agile/Scrum methodologies and DevOps practices.
- Strong leadership, communication, and interpersonal skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strategic thinker with a problem-solving mindset.
