Lead ServiceNow Developer

Job Description

We are seeking a highly experienced Lead ServiceNow Developer to spearhead the design, development, and governance of our ServiceNow platform in alignment with the global ServiceNow Center of Excellence (CoE) vision. This role will provide technical leadership, ensure delivery excellence, and drive adoption of ServiceNow solutions across the region, enabling business transformation and IT service optimization.

Responsibilities:

- Lead the overall technical approach for the ServiceNow platform, ensuring alignment with global CoE vision and regional delivery outcomes.
- Define, develop, and implement standards, guidelines, frameworks, and patterns for ServiceNow projects.
- Blueprint and document end-to-end application architecture of ServiceNow solutions in collaboration with the global CoE.
- Perform technical solution design reviews and provide recommendations to ensure consistency and compliance.
- Design reusable assets, components, and frameworks to facilitate ServiceNow API and integration projects.
- Establish, cascade, and enforce ServiceNow platform standards, patterns, and governance frameworks.
- Lead, mentor, and provide hands-on delivery guidance to the ServiceNow Factory team on advanced development concepts.
- Review and analyze IT4IT and business workflow demands for technical feasibility; manage zone-level ServiceNow backlog.
- Manage delivery of new features, enhancements, and platform evolution needs through the regional ServiceNow Factory.
- Ensure operational excellence by driving world-class RUN services for all ServiceNow users in the region.
- Engage with IT stakeholders to promote ServiceNow offerings and demonstrate alignment with IT4IT strategy (e.g., Strategy to Portfolio, Demand to Project, IT Service Management, Application Portfolio Management, Governance, Security & Compliance).
- Develop and maintain a high-quality ServiceNow knowledge base.
- Deliver demos and training sessions on new ServiceNow features to regional stakeholders.
- Govern the ServiceNow Factory with a solid operating framework to ensure compliance, scalability, and sustainability.
- Assess and document the impact of ServiceNow solutions on business operations and transformation objectives.
- Act as the ServiceNow SME, collaborating with global ServiceNow teams to provide technical leadership and knowledge sharing.
- Support ServiceNow upgrades, scheduled maintenance, new releases, and other global CoE-driven activities.

Requirements:

- 12+ years of experience in technical consulting/managerial roles with a strong focus on the ServiceNow platform.
- Proven expertise in Agile management, delivery management, and resource management.
- Strong understanding of the IT4IT framework (The Open Group) and its application within ServiceNow.
- Demonstrated success in managing stakeholder expectations across functional and non-functional deliverables.
- Strong presentation and communication skills, with the ability to engage diverse audiences.
- Extensive hands-on experience across BUILD, CONFIGURE, and RUN phases of ServiceNow modules, including:

1. IT Business Management (ITBM)
2. IT Service Management (ITSM)
3. Application Portfolio Management (APM)
4. IT Operations Management (ITOM)

- Proficiency in ServiceNow workflow engines and delivery of business workflow use cases.
- 10+ years of direct ServiceNow experience, ideally as a platform owner, platform manager, or product owner.
- Strong background in IT solution design and development with ServiceNow technologies.
- 5+ years of proven IT and business process design experience.
- ServiceNow certifications (CSA, CAD, CIS, or CTA) highly preferred.
- Strong interpersonal skills to collaborate with multi-cultural and geographically distributed teams.
- Analytical, innovative, and problem-solving mindset, with the ability to challenge current models and propose scalable solutions.
- Skilled in mapping IT4IT processes to ServiceNow functions, addressing gaps between conceptual and operational models.
- Proven ability to run governance of ServiceNow platforms in complex enterprise environments.

To apply, simply click the 'Apply' button or send your updated profile to [Confidential Information]

EA Licence No.:18S9405 / EA Reg. No.:R1330864

Percept Solutions is expanding and actively seeking talented individuals. We encourage applicants to follow Percept Solutions on LinkedIn at https://www.linkedin.com/company/percept-solutions/ to stay informed about new opportunities and events.

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