- Company Name
- Request Technology, LLC
- Job Title
- ServiceNow Technical lead
- Job Description
-
Job Title: ServiceNow Technical Lead
Role Summary:
Senior technical leader focused on the design, implementation, and governance of ServiceNow Catalog and Knowledge Management modules. Drives alignment with SLAs, enhances user experience, integrates with enterprise systems, and supports continuous improvement of IT service processes.
Expectations:
- Lead multiple concurrent projects in a dynamic, fast‑paced environment.
- Maintain high service delivery standards and meet performance metrics.
- Ensure solutions meet business goals, regulatory requirements, and ITIL best practices.
- Deliver actionable analytics and reporting to inform decision‑making.
Key Responsibilities:
- Collaborate with business analysts, developers, and stakeholders to capture and translate requirements into technical solutions.
- Design, develop, and implement ServiceNow catalogs, knowledge articles, workflows, UI/UX, reports, and dashboards.
- Build and maintain integrations between ServiceNow and external systems using APIs and web services.
- Customize the platform to meet approved business requirements and optimize usability.
- Conduct testing, troubleshoot issues, and provide tier‑1/2 support to users.
- Produce and maintain process documentation, change, release, incident, and CMDB procedures.
- Monitor SLA compliance, generate analytics, and recommend improvements.
Required Skills:
- 8‑10 years of ServiceNow experience, 7‑8 years in IT/web development or front‑end development.
- Strong proficiency with JavaScript, ServiceNow scripting, XML, shell scripting, and REST APIs.
- Deep knowledge of ITSM, ServiceNow Portal, Catalog, and Knowledge Management modules.
- UX/UI design expertise for catalog development and portal interfaces.
- Solid understanding of ITIL processes: Change, Release, Incident, Knowledge Management, CMDB.
- Excellent analytical, problem‑solving, and technical writing abilities.
- Experience with integration design, API management, and workflow automation.
Required Education & Certifications:
- Bachelor of Science in Computer Science, Computer Engineering, or related field (or equivalent professional experience).
- ServiceNow Certified Systems Administrator (CSA) required; additional ServiceNow certifications are preferred.