ServiceNow Technical Lead

Job Description:

As a Service Now Technical Lead,
You will be the primary technical executor delivering insurance workflow solutions on Service Now FSO. You will lead development, manage code migration and release cycles, drive automation through Flow Designer and Playbooks, and mentor junior developers — all within a practice building custom insurance applications spanning claims processing, billing integration, policy servicing, AI document processing, and compliance automation.
This role requires a seasoned professional with deep Service Now development experience, strong understanding of platform upgrade cycles, and proven ability to review, refactor, and migrate code into stable production environments. You will also guide teams through technical best practices, platform governance, and continuous improvement efforts.

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• Key Responsibilities
• Support the design, development, and implementation of scalable Service Now solutions aligned with client requirements and platform best practices.
• Review and refactor submitted code, ensuring quality, performance, and maintainability across modules and custom applications.
• Manage the end-to-end migration of code and configurations from development to production environments.
• Participate in platform upgrades, patching, and release activities, ensuring minimal disruption and optimal performance.
• Collaborate with architects, administrators, and business analysts to define requirements and implement solutions using Service Now native tools.
• Drive automation through Flow Designer, Playbooks, and Automated Test Framework (ATF).
• Ensure adherence to coding standards, security guidelines, and compliance requirements.
• Mentor and guide junior developers, promoting a culture of technical excellence.
• Support continuous improvement initiatives across development, testing, and deployment processes.

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• Required Skills & Experience
• 8–10 years of overall experience in Service Now design, development, and implementation.
• Service Now Certified Application Developer (CAD) certification is required.
• Strong hands-on experience with Service Now architecture, scripting (JavaScript/Glide), and system design.
• Proven track record of migrating Service Now applications from development to production and supporting platform releases, and version management.
• Demonstrated ability to analyze, refactor, and modernize legacy Service Now codebases.

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Must-Have Service Now Knowledge or Micro-Certification in at least one of the following areas:

• Customer Service Management (CSM) (Must Have)
• Playbooks
• Flow Designer
• UI Builder
• Now Assist / AI
• Platform Analytics
• Predictive Intelligence
• Service Portal
• Catalog Items
• Automated Test Framework (ATF)

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• Preferred Qualifications
• Bachelor’s or Master’s degree in Computer Science, Information Systems, or a related field.
• Experience with Agile or DevOps methodologies for Service Now delivery.
• Familiarity with CI/CD pipelines and source control (e.g., Git, Jenkins).
• Strong analytical, communication, and leadership skills.
• Ability to work collaboratively with distributed teams across time zones.
  Service Now FSO experience is strongly preferred. We will consider candidates with equivalent depth in:
• BPM platform developers: Strong process orchestration, case management, and integration depth that maps well to Service Now Flow Designer and FSO.
• Insurance platform developers: Deep insurance workflow knowledge from enterprise platforms, with willingness to upskill on Service Now.
• Full-stack developers with BPM exposure: React/Angular front-end plus back-end API/integration experience in financial services or insurance.
  Insurance domain knowledge — claims lifecycle, policy administration, billing, compliance — is a significant differentiator. Business process optimization experience is a plus.

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• Nice to have skills & experience
• Experience with intelligent document processing or AI document classification integrated within Service Now workflows.
• Familiarity with insurance compliance requirements: state DOI regulations, OFAC, AML, escheatment.
• Knowledge of Now Assist and Generative AI capabilities within Service Now.
  Experience in multi-instance, multi-tenant Service Now environments.

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• Work Environment & Expectations
• Work Schedule: Monday to Friday, standard business hours.
• May require occasional support during critical upgrades or production releases.
• Opportunity to collaborate with global DXC teams across architecture, delivery, and support functions

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