ServiceNow Team Lead / Business Analyst

Quick Facts

• Role: ServiceNow Team Lead / Business Analyst

• Focus: Hands-on ServiceNow technical leadership, solution architecture guidance, and delivery oversight

Description

Lead day-to-day operations, code reviews, and quality assurance for a ServiceNow platform team. You will bridge business stakeholders and technical developers—executing the platform roadmap, enforcing architecture standards (CSDM, CMDB governance, custom applications), managing release cycles, and mentoring engineers. You’ll also design enterprise integrations and serve as the primary escalation point for critical production incidents.

Responsibilities

• Lead day-to-day operations, task planning, code reviews, and QA for developers, system administrators, and technical analysts

• Enforce ServiceNow development standards, scoping best practices, and release management workflows

• Mentor engineers on script performance (Client Scripts, Business Rules, Script Includes), Flow Designer automation, and platform upgrades

• Architect end-to-end solutions aligned with ServiceNow Out-of-the-Box (OOTB) functionality across ITSM, ITOM, HAM/SAM, CSDM/CMDB, CSM, and HRSD

• Design enterprise integrations using Integration Hub, REST/SOAP Web Services, and Mid Servers

• Establish and enforce CMDB class hierarchy rules, data reconciliation, Discovery schedules, and CSDM lifecycle alignment

• Translate business requirements into technical user stories, architecture diagrams, and release roadmaps

• Collaborate with Process Owners, Enterprise Architects, and IT Operations to prioritize backlog and manage sprint execution

• Serve as the primary technical escalation point for critical production incidents and complex bug remediation

Requirements

• 6+ years of hands-on ServiceNow solution design, implementation, and administration; 2+ years leading technical teams or projects

• Advanced knowledge of JavaScript, Glide API, Flow Designer, Integration Hub, Service Portal, App Engine, and REST/SOAP APIs

• Expertise in ITSM and CMDB/CSDM, plus at least two additional core modules (e.g., ITOM, ITAM/HAM, CSM, SPM, SecOps)

• Experience with Agile/Scrum, ITIL v4, and automated test frameworks (ATF)

• ServiceNow Certified System Administrator (CSA)

• ServiceNow Certified Application Developer (CAD)

• Certified Implementation Specialist (CIS) – ITSM / HAM / CMDB / Discovery

• ITIL v4 Foundation certification

• US work authorization required; no visa sponsorship now or in the future

Benefits

• Salary range: $79,000–$91,000 depending on skills and qualifications