Servicenow Lead

Position Title: Lead ServiceNow Developer / Architect

Experience: 10+ Years

Location: Hyderabad (Work from Office)

Employment Type: Permanent Full-time

Shift Timings: 2:00 PM to 11:00 PM IST

Key Responsibilities

Solution Design & Development

• Lead the design, development, and delivery of ServiceNow solutions across modules with a strong focus on Customer Service Management (CSM) and ITSM.
• Architect scalable solutions aligning with best practices, business objectives, and IT governance standards.
• Develop and maintain ServiceNow integrations, especially with 3CLogic telephony systems, ensuring smooth functionality and issue resolution.
• Implement eBonding, automation workflows, custom apps, and enhancements to meet evolving client needs.
• Manage ServiceNow upgrades and ensure existing functionalities remain stable and unaffected.
• Implement chat and virtual agent functionalities to improve user experience and service efficiency.

Client & Stakeholder Management

• Act as the primary technical point of contact for client stakeholders and end users.
• Gather, document, and analyze client requirements to ensure accurate solution delivery.
• Conduct solution walkthroughs and demonstrations for clients.
• Support client onboarding and setup of new ServiceNow instances, including data structure design and instance configuration.
• Manage ServiceNow and 3CLogic licenses, access provisioning, and compliance requirements.

Team Leadership & Project Management

• Lead and mentor a team of ServiceNow developers, ensuring adherence to agile (SCRUM) practices.
• Create and maintain a backlog of requirements; prioritize and manage delivery timelines.
• Oversee project progress, ensuring on-time implementation of solutions.
• Coordinate cross-functional efforts to ensure alignment between business and technical teams.
• Review code quality, enforce coding standards, and manage testing/QA before production rollouts.

Operations & Maintenance

• Implement and manage reporting dashboards and analytics within ServiceNow and 3CLogic.
• Manage foundation data and perform system data audits as required.
• Coordinate IVR creation and updates in 3CLogic.
• Handle inbound email integrations, automations, and service request configurations.
• Drive continuous improvement initiatives by identifying efficiency opportunities in reporting, data collection, and automation.

Technical Expertise

• Proven expertise in the ServiceNow platform, particularly CSM (Customer Service Management) and ITSM modules.
• Strong understanding of ServiceNow architecture, workflow automation, integration hub, UI policies, client/server scripts, and catalog development.
• Hands-on experience with 3CLogic integration, IVR management, and telephony troubleshooting.
• Familiarity with Virtual Agent, Performance Analytics, and IntegrationHub modules is a strong advantage.
• Experience managing ServiceNow upgrades, foundation data, and configuration management.
• Exposure to project management and agile methodologies (SCRUM).

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related discipline.
• 10+ years of experience in ServiceNow development and implementation, including large-scale enterprise projects.
• Demonstrated experience in CSM implementations and support.
• Excellent communication, analytical, and client management skills.
• Ability to work independently and lead cross-functional teams.

Preferred Certifications

• Mandatory: ServiceNow Certified System Administrator (CSA)

• Preferred:

• Certified Application Developer (CAD)

• Certified Implementation Specialist – CSM (CIS-CSM)
• Micro-Certifications in Virtual Agent, Performance Analytics, or IntegrationHub
• ServiceNow Community badges or rank level