Service Management Platform Technical Lead

Summary The Service Management Platform Technical Lead will lead the technical design, development, and delivery of enterprise service management solutions on ServiceNow. This role ensures implementations are scalable, secure, maintainable, and aligned to business outcomes. The Technical Lead partners closely with product owners, process owners, and cross-functional stakeholders to translate requirements into platform-native solutions, guide technical decisions, and mentor engineers to drive consistent, high-quality delivery. This role is expected to be proactive and innovation-driven—continuously identifying opportunities to modernize workflows, reduce friction, improve data quality, and increase automation. A key focus is forward-thinking use of AI to make service management better—not only leveraging ServiceNow AI capabilities, but also applying AI/ML techniques and approved external AI services where appropriate. While the role is currently focused on ServiceNow, the Technical Lead is expected to build capabilities that remain resilient and portable across service management platforms (e.g., Jira Service Management, Freshservice/Freshdesk, BMC Helix, Ivanti, Zendesk) as strategy evolves. In-Office Requirements: 4 days per week in-office Responsibilities 40% — Platform Leadership & Architecture Serve as technical authority for the service management platform; lead end-to-end solutioning and delivery (design → build → test → deploy). Produce and maintain architecture artifacts (target state designs, reference architectures, integration patterns, data/service models, governance guardrails). Lead technical intake: scope solutions, estimate level of effort, identify dependencies/risks, and shape technical roadmaps with stakeholders. Present technical options and tradeoffs to senior stakeholders; drive decisions and alignment. 25% — Delivery, Engineering Standards & Mentorship Provide hands-on development and technical oversight (Script Includes, Business Rules, Client Scripts, UI Policies, Flow Designer, catalog/workflow design). Establish and enforce engineering standards (coding conventions, reusable patterns, documentation, peer review, testing). Mentor and coach developers/admins; raise overall team capability through coaching and code reviews. Drive documentation quality (solution design, runbooks, knowledge enablement) to ensure maintainability and supportability. 15% — Governance, Reliability & Release Management Own platform governance: instance/environment strategy (dev/test/prod), scoped app standards, configuration controls, and release governance. Lead upgrade planning and readiness (impact analysis, regression approach, remediation planning) to ensure upgrade-safe solutions. Partner with operations/support teams to ensure platform reliability (performance, stability, monitoring/alerting patterns). 10% — Data, CMDB & Service Modeling Define and evolve core data standards (taxonomy, categories, catalog model, knowledge model, asset/CI/service model) for consistency and portability. Drive CMDB/service modeling direction (CSDM-aligned where applicable) and establish data quality controls and sustainment practices. 10% — AI, Innovation & Future-Proofing Drive an innovation pipeline: identify opportunities, validate with stakeholders, prototype quickly, and scale successful solutions. Identify and deliver high-value AI use cases (e.g., triage/routing, summarization, agent assist, knowledge improvement, CI/ticket enrichment) with safe human-in-the-loop patterns and governance. Maintain migration readiness artifacts (customization footprint, integration map, critical data flows, capability inventory) and evaluate alternative platforms as needed.

Education & Certificates Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field (or equivalent practical experience). ServiceNow CSA strongly preferred. Additional certifications (CAD, CIS