ServiceNow Lead

Key Responsibilities

ITSM

• Architect and implement workflows for Incident, Problem, Change, Knowledge, and Request Management.
• Automate ITSM processes and develop custom solutions for specific business needs.

GRC/SECOps

• Design and implement Governance, Risk, and Compliance (GRC) solutions, including risk management, policy and compliance management, and audit management.
• Lead the deployment and enhancement of Security Operations (SECOps) modules, including:
  • Security Incident Response (SIR): Automate workflows for security incident management to reduce response times.
  • Threat Intelligence: Integrate with external threat feeds to enrich incident details and enhance response.
  • Vulnerability Response (VR): Develop processes for identifying, prioritizing, and remediating vulnerabilities across systems and applications.
  • Event Management Integration: Correlate security events with IT incidents for proactive resolution.
  • Attack Surface Management: Enable visibility into the organization's exposed assets and vulnerabilities.
• Integrate SECOps modules with third-party tools like SIEMs (e.g., Splunk, QRadar) and endpoint protection platforms for comprehensive security monitoring.
• Automate the response to security incidents using playbooks, workflows, and orchestration.
• Monitor and enhance platform performance for continuous improvements in detection and response capabilities.

HRSD

• Lead the design and deployment of HR Service Delivery workflows, including onboarding, lifecycle events, and employee self-service portals.
• Ensure seamless integration of HRSD with other business systems to enhance the employee experience.

CSM

• Oversee the configuration of Customer Service Management (CSM) modules, including case management and customer portals.
• Develop solutions to improve customer service processes and integrate CSM with third-party systems.

SPM (Strategic Portfolio Management)

• Implement and optimize SPM modules, including Project and Portfolio Management (PPM), demand management, and resource planning.
• Develop dashboards for performance analytics and project tracking.

General Responsibilities

• Partner with client business and technical team members to turn business requirements and technical challenges into technical solutions.
• Develop and host periodic workshops, white papers, and other success stories to educate and share knowledge within the ServiceNow ecosystem.
• Collaborate with technical team members to develop next-gen platform technologies and enhance delivery methodologies.
• Evaluate concepts and recommend the best solution. Skilled in using evaluation techniques ranging from simple "pro and con" comparisons to sophisticated Return on Investment (ROI) calculations.
• Provide peer mentoring and coaching to technical consultants and other technical team members. 
• Support marketing events, including user conferences, regional trade shows, and webinars, etc. Provide strategic guidance and technical leadership across ServiceNow modules.
• Design and deliver scalable solutions that align with ITIL, security, and enterprise best practices.
• Collaborate with business stakeholders to gather requirements and translate them into technical designs.
• Integrate ServiceNow with third-party tools using REST/SOAP APIs, MID servers, and other methods.
• Mentor junior developers and administrators, providing guidance and best practices.
• Create training materials, documentation, and deliver training sessions to end-users.
• Monitor platform performance and ensure solutions are optimized for scalability and reliability.
• Excellent problem solving, analytical, and decision-making skills.
• Excellent communication skills with the ability to present effectively to both internal and external stakeholders.
• Demonstrated ability to influence, both credibly and effectively, with all levels within the organization.
• Demonstrated consulting aptitude (understanding of business drivers behind technology, problem solver, attention to detail, resourcefulness, etc.).
• Facilitation skills in leading and planning meetings, reviews, workshops, and retrospectives.
• Proven ability to lead multiple complex projects at a time, paying close attention to the details.
• Ability to tie technology back to solving a business needs and desired outcomes.

Education

• Bachelor’s degree in Computer Science, IT, or related field (Master’s degree preferred).

Job Requirements

• 8+ years of ServiceNow development experience, with at least 3+ years in a lead or technical expert role.
• CSA/CAD certifications (Compulsory).
• CIS certifications (ITSM, GRC/SECOps, HRSD/CSM/ITOM/ITAM/SPM) in at least one speciality
• Multiple CIS highly preferred.
• Advanced knowledge of JavaScript, Flow Designer, and ServiceNow platform architecture.  Experience with web technologies (XML, HTML, Angular JS, Web Services, etc.)
• Knowledge of technical components such as LDAP, VPN, SSL, API usage, etc.
• Experience with multiple ServiceNow Implementations in various industries
• Proven experience delivering solutions across multiple ServiceNow modules.

Knowledge, Skills, Abilities, and Responsibilities

• Extensive expertise in ServiceNow modules:
  • ITSM: Incident, Problem, Change, Knowledge, Request Management.
  • GRC: Risk assessments, policy and compliance management, and audit trails.
  • SECOps:
    • Security Incident Response (SIR): Automate, track, and manage security incidents.
    • Threat Intelligence Integration: Automate ingestion and correlation of threat data from external feeds.
    • Vulnerability Management: Implement workflows for identifying and remediating vulnerabilities.
    • Orchestration: Automate routine security tasks with playbooks and workflows.
    • Event and SIEM Integration: Enable seamless integration with Splunk, QRadar, or other SIEM tools for event correlation.
    • Security Dashboarding: Develop real-time security dashboards to provide actionable insights.
  • HRSD: Employee onboarding, lifecycle events, case and knowledge management.
  • CSM: Case management, customer portals, and service workflows.
  • SPM: Portfolio management, resource planning, and demand management.
  • ITOM: Discovery, Service Mapping, Event Management, and Cloud Management.
  • ITAM: Asset lifecycle management for HAM and SAM.
• Strong understanding of CMDB best practices and configuration management.
• Experience in integrating ServiceNow with third-party platforms using REST/SOAP APIs and other techniques.
• Expertise in ServiceNow customizations, including:
  • UI Policies, Client Scripts, Workflows, UI Actions, Business Rules, and Script Includes.
• Hands-on experience with web-based languages:
  • JavaScript, CSS, Jelly, XML, HTML, and Glide.
• Proven ability to manage and deliver complex implementations.
• Strong knowledge of ITIL best practices and process alignment.
• Excellent leadership, communication, and collaboration skills.