Platform Team Lead, Digital Platforms

About Us

Position Overview

Responsibilities

• Lead and mentor the ServiceNow platform team — providing development best practices, technical coaching on scripting, code reviews (including work delivered by partners and internal developers), and enforcement of coding standards and architectural guidelines — while fostering a culture of high performance, collaboration, and continuous learning.
• Serve as a hands-on, servant leader, dedicating roughly 50% of time to direct development.
• Lead the development lifecycle end to end — requirements gathering, solution design, configuration, customization, testing, documentation, and deployment — using both Agile and Waterfall practices.
• Architect and design scalable ServiceNow solutions, translating business, functional, and technical requirements into solution designs, architecture documentation, and ServiceNow roadmaps aligned with platform best practices.
• Develop and optimize workflows, service requests, business rules, UI policies, automations, and integrations using Flow Designer, Integration Hub, and scripting; integrate ServiceNow with enterprise systems (e.g., Workday, ADP, ERP, HRIS, and third-party tools) via REST/SOAP, MID Server, and JDBC.
• Lead platform upgrades, patches, module rollouts, and custom application development across ITSM, CSM, and other modules.
• Maintain and support a domain-separated ServiceNow environment, ensuring proper data segregation, delegated administration, and tenant-level configuration across customer domains.
• Ensure 24x7 availability, performance, security, compliance, and governance of the platform — monitoring instance health and usage, troubleshooting complex issues, performing performance tuning, and supporting capacity planning.
• Lead proactive monitoring and incident response across the platform, driving rapid resolution of production-impacting issues and maintaining service-level agreements.
• Maintain data quality across integrations, including data loads, transformations, and maintenance across connected systems.
• Support governance and change processes, including demos, Change Control Board (CCB) presentations, and release planning.
• Advise stakeholders on ServiceNow capabilities, limitations, and optimal use, and collaborate with service owners, process owners, solution architects, and delivery managers to deliver high-quality solutions that accelerate digital transformation.
• Create technical documentation, requirements definitions, and specifications, and provide stakeholder training as needed.
• Stay current with ServiceNow releases and recommend enhancements to maximize platform capability.

Required Qualifications

• 7+ years of IT experience, including a minimum of 5 years of ServiceNow development and architecture experience, with a track record of leading end-to-end solution design, custom application development, and developer mentorship.
• Deep expertise across ServiceNow ITSM, CSM, CMDB, ITOM, and Domain Separation, including Discovery, Service Mapping, Custom Application development, UI Builder, and Now Assist.
• Strong proficiency in JavaScript, Glide API, Business Rules, Client Scripts, UI Policies, Script Includes, Flow Designer, Integration Hub, Service Portal, and platform scripting.
• Proven experience integrating ServiceNow with enterprise systems using REST/SOAP, MID Server, JDBC, and modern API frameworks.
• Strong working knowledge of core ServiceNow components: Service Catalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge, and Release Management.
• Demonstrated track record in platform performance tuning, CMDB/data modeling, Discovery/Service Mapping, and maintaining instance governance.
• Experience supporting a multi-tenant, domain-separated platform in a managed-services or enterprise environment.
• Strong understanding of upgrade strategies, security models, access controls, and compliance requirements.
• Experience with ServiceNow Scoped Applications and custom application development.
• Knowledge of MID Server, LDAP, SSO, OAuth, and web services integration.
• Experience applying AI or automation to workflows, insights, or decision-making, with the ability to evaluate emerging platform capabilities.
• Skilled in Agile/Scrum and DevSecOps practices, with excellent problem-solving, communication, and stakeholder management skills and strong executive presence.
• Availability to support a 24x7 platform, including participation in an on-call/pager rotation covering nights and weekends, and willingness to work extended support hours for upgrades, deployments, and critical incidents.
• Bachelor's degree in Computer Science, Engineering, or a related field; Master's degree a plus.

Required Certifications

Preferred Certifications