ServiceNow Software Engineering Tech Lead

About the role

We are seeking a hands-on ServiceNow Software Engineer Lead to act as the technical lead and working manager for our ServiceNow development team, with a strong focus on ServiceNow IT Service Management (ITSM) and IT Asset Management (ITAM), including Hardware Asset Management (HAM Pro) and Software Asset Management (SAM Pro). This is a technical leadership role, not a purely managerial or administrative position.

Responsibilities

• Technical Leadership & Development Oversight
• Act as the technical lead and primary escalation point for ServiceNow developers.
• Provide hands-on guidance in development, including:
• Business Rules
• Script Includes
• Client Scripts
• Flow Designer
• UI Actions
• Service Portal components
• Scoped Applications
• APIs
• Mentor and coach developers, supporting their technical growth and capability development.
• Manage technical delivery across sprints, ensuring alignment with priorities and capacity.
• ServiceNow Development & Engineering
• Design and develop solutions within ServiceNow across ITAM, ITSM, SPM, FedRAMP, NowAssist/AI.
• Develop scoped and global applications aligned to enterprise standards.
• Lead development of ITAM solutions across HAM Pro and SAM Pro, including lifecycle and compliance workflows.
• Troubleshoot complex platform issues and support high-quality solution delivery.
• Architecture Collaboration & Governance
• Work closely with ServiceNow Architecture to design scalable and compliant solutions.
• Contribute to and align with Architecture Decision Records (ADRs).
• Translate architectural designs into actionable development patterns and standards.
• Ensure solutions align with platform roadmap, data models, and governance frameworks.
• Technical Ownership
• Provide technical support and leadership for implementations.
• Design and support ITSM and ITAM workflows:
• Asset lifecycle workflows (procure → deploy → retire)
• Normalization and reconciliation rules
• Asset-to-CI relationships
• Develop to support compliance, optimization, and governance initiatives.
• Manage and support Threat Modelling and Technical Reviews.
• Integration Development
• Design and oversee integrations using REST APIs and IntegrationHub.
• Ensure integrations with discovery tools, endpoint management platforms, procurement systems, and financial systems are scalable and maintainable.
• Provide technical oversight for integration design and troubleshooting.
• Platform Quality & Optimization
• Drive adoption of Automated Test Framework (ATF) and automated testing practices.
• Support platform upgrades, patching, and performance tuning.
• Ensure code quality, version control, and deployment governance across environments.
• Maintain technical documentation, standards, and reusable development patterns.
• Cross-Functional Collaboration
• Translate business requirements into scalable technical solutions.
• Partner with teams across the organization (ITAM, ITSM, Security, CCoE, Finance, Infrastructure, and Service Operations teams).
• Act as the bridge between Development, Architecture, and Platform Leadership.

Required Qualifications

• Proven experience with the ServiceNow platform, including a strong understanding of its functionalities and best practices.
• Demonstrated hands-on experience in ServiceNow development, such as building, customizing, and deploying solutions.
• Proven experience leading or mentoring ServiceNow developers.
• Demonstrated expertise in:
• JavaScript and Glide API
• Business Rules and Script Includes
• Flow Designer automation
• ServiceNow integrations (REST, IntegrationHub)
• Proven development experience in ITAM and ITSM modules.
• Experience designing and maintaining CMDB data models and reconciliation rules.
• Strong understanding of CSDM.
• Experience building custom applications (scoped/global).
• Experience supporting enterprise-scale ServiceNow environments.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Application Developer (CAD)
• CIS-ITAM or CIS-SAM certification
• Experience with Discovery and Service Mapping
• Experience leading ServiceNow development teams or technical delivery
• Experience contributing to architecture design and governance frameworks
• Experience delivering ITAM transformations or large-scale platform initiatives