Technical Lead (ServiceNow)

Module Expertise: App Engine and Customer Service Management (CSM)

About the Role

We are looking for an experienced Technical Lead to provide overall technical leadership for ServiceNow platform implementations. This role goes beyond individual contribution — you will drive solution architecture, mentor the development team, govern code quality, and ensure successful end-to-end delivery aligned with client and business requirements.

• Experience of 7 or more years in ServiceNow, with at least 3 years in a technical lead role
• Lead the technical design and implementation of ServiceNow solutions leveraging App Engine and CSM capabilities
• Own overall solution architecture, technical standards, development best practices, and platform governance
• Review and approve technical designs, customisations, integrations, scripts, workflows, and data models
• Provide technical leadership and mentorship to developers, administrators, and integration specialists
• Drive adoption of Out-of-the-Box (OOTB) capabilities and ensure platform scalability and maintainability
• Collaborate with Solution Architects, Business Analysts, QA teams, and client stakeholders
• Lead technical estimation, feasibility analysis, and sprint planning activities
• Oversee integration architecture and guide API, middleware, and data migration strategies
• Ensure adherence to coding standards, security policies, performance optimisation, and documentation practices
• Govern development activities related to Business Rules, Client Scripts, Script Includes, Flow Designer, UI Policies, UI Actions, and Service Portal components
• Provide guidance during SIT, UAT, defect triage, and production issue resolution
• Support release management, deployment planning, cutover activities, and go-live stabilisation
• Identify technical risks, dependencies, and improvement opportunities throughout the project lifecycle
• Conduct code reviews and ensure high-quality deliverables aligned with ServiceNow best practices
• Support platform enhancement and continuous improvement initiatives

• Strong hands-on expertise in ServiceNow App Engine, CSM, Flow Designer, Business Rules, and Script Includes
• Experience with REST and SOAP API integrations and MID Server
• Knowledge of ServiceNow security model including roles and ACLs
• Strong working knowledge of JavaScript and Glide API
• Experience with update sets, deployments, and environment management
• Practical experience in CSM module implementations
• Exposure to Automated Test Framework (ATF) or AutomatePro is an advantage
• Experience in government or regulated environments is an advantage

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist — Customer Service Management (CIS-CSM)

• Bachelor's degree in Computer Science, Information Technology, Electronics, or a related engineering discipline
• Master's degree (M.Tech, MCA, or equivalent) is preferred