Senior Technical Lead

Job Summary

Role Summary:

The Senior Service Now Developer is a seasoned, hands-on technical contributor responsible for design realization, implementation, maintenance, and optimization of Service Now solutions across the SENSE/cSENSE ecosystem. Working within hybrid teams and Agile Release Trains (ARTs), this role delivers secure, performant, and scalable implementations based on solution designs defined by Solution Architects.

Beyond delivery, the Senior Developer acts as a quality owner and technical guide—driving clean code practices, reducing technical debt, strengthening engineering standards, and mentoring junior developers and SDA students. The role balances independent ownership of complex stories/features with strong collaboration across architects, product, operations, and integration stakeholders.

Key Responsibilities

Key Responsibilities Development & Implementation · Translate approved solution designs into production-ready Service Now implementations aligned with platform best practices. · Develop across Service Now capabilities such as: o ITSM / CSM / FSM (and/or other product lines), o Custom applications, Flow Designer, Integration Hub, o Service Portal and/or UI Builder, o Scripting and automation: Business Rules, Script Includes, Client Scripts, Scheduled Jobs, UI Policies, and related platform components. · Implement clean, maintainable JavaScript (TypeScript as a plus), following SOLID principles, code readability standards, and platform performance guidelines. · Own story-level implementation decisions (within approved designs), including code structure, testing strategy, and deployment readiness. Integration & Data Flows · Build and maintain integrations with external systems (e.g., Azure API Management, Snap Logic, SAP, Azure Blob Storage) using established enterprise patterns. · Implement and support: o REST/SOAP APIs, authentication patterns, payload contracts, o Import Sets / Transform Maps, data normalization, reconciliation, o Scheduled interfaces and event-driven flows where applicable. · Design robust integration behaviors including logging, retries, error handling, compensating actions, and operational traceability. · Support incident/problem resolution by analyzing logs, tracing data flows, and identifying root causes in owned applications and integrations. Quality, Peer Review & Governance · Conduct and champion high-quality peer reviews with focus on: o maintainability, reuse, and simplicity, o platform performance and scalability, o security (least privilege, safe scripting, secure integrations), o adherence to engineering standards and guardrails. · Ensure changes meet definition of done, including documentation, tests, review sign-off, and readiness for higher-tier promotion. · Proactively identify, communicate, and reduce technical debt, proposing improvements and implementing refactoring when appropriate. · Adhere to technical governance: ensure implementations receive authorized technical approval (Solution Architect or nominated authority) before promotion. Operational Stability & Supportability · Implement solutions with “secure-by-design” and “privacy-by-design” principles; ensure no PROD data is used on sub-production instances. · Minimize production incidents through quality engineering, monitoring-friendly implementation, and robust error handling. · Participate in root-cause analysis and implement permanent fixes for recurring issues in owned areas. Continuous Improvement & ART Ways of Working · Contribute to evolving development standards, patterns, reusable components, and delivery guardrails across the team/vertical. · Actively stay current with Service Now releases, new features, and roadmap implications; keep certifications active. · Collaborate in ART ceremonies and Agile delivery practices (planning, refinement, PI execution support), supporting predictable and transparent delivery. Mentoring of juniors · Mentor junior developers and SDA (Summer Dev Academy) students through: o onboarding and guided ramp-up plans, o pair programming and hands-on coaching, o structured feedback via code reviews and technical check-ins. · Raise team capability through: o knowledge-sharing sessions (brown bags, demos, guilds), o practical documentation (how-to guides, patterns, do/don’t lists), o encour

Skill Requirements

Required Skills and Qualifications:

Technical Expertise

· 5+ years of Service Now development experience, preferably across at least two product lines (e.g., ITSM, CSM, FSM, HRSD, Discovery) and/or custom app development.

· Strong hands-on expertise in:

o Service Now scripting: server-side & client-side JavaScript (TypeScript is a plus),

o Flow Designer, Integration Hub, and automation patterns,

o ATF (Automated Test Framework) and pragmatic testing approaches,

o UI delivery using Service Portal and/or UI Builder.

· Proven integration engineering experience:

o REST/SOAP, import/export patterns, Transform Maps,

o robust interface design (logging, retries, fault handling),

o familiarity with enterprise integration tooling (e.g., Azure API Management, Snap Logic, SAP) is a strong plus.

· Experience with Service Now delivery practices:

o update sets and/or Source Control Integration,

o CI/CD concepts and controlled promotions across instances.

· Strong understanding of:

o performance optimization (queries, script efficiency, platform limitations),

o secure development practices (roles, ACLs, secure APIs),

o clean code principles (SOLID, readability, maintainability).

Certifications (Required)

· Service Now Certified System Administrator (CSA)

· Service Now Certified Application Developer (CAD)

Other Requirements

Nice-to-have Certifications

· CIS (ITSM/CSM/FSM/HRSD/Discovery or similar)

· ITIL 4 Foundation

· SAFe Practitioner (or similar Agile certification)

Mentoring & Communication:

· Demonstrated ability to lead by influence: improving outcomes through guidance, review quality, and constructive coaching.

· Strong problem-solving skills; comfortable owning complex deliverables end-to-end with minimal supervision.

· Clear communicator within technical teams and across stakeholders; able to explain technical decisions in accessible terms when needed.

· Highly collaborative and effective in global, multicultural, hybrid teams (internal/external; near/offshore).

· Quality-driven mindset with attention to detail and a strong sense of accountability.

· Fluent English (spoken and written).