Job description
Overview
We are seeking a seasoned Service. Now Technical Lead to own the end-to-end design, development, and delivery of solutions across the Service. Now platform—with a strong emphasis on Customer Service Management (CSM) , Virtual Agent , Integrations , CMDB , and Now Assist (GenAI) capabilities . The ideal candidate will combine deep platform expertise with strong leadership, solution architecture, and stakeholder management skills to drive scalable, secure, and performant implementations that align with business outcomes.
Responsibilities
6+ years of hands-on experience with the Service. Now platform , including 3+ years in a technical lead or solution architect role. Proven delivery experience across CSM, Virtual Agent, CMDB, and platform Integrations . Strong development expertise in JavaScript, Glide API , and core Service. Now components: Business Rules, Client Scripts, Script Includes, UI Policies/Actions, ACLs, Flow Designer , and Delegated Development .
Solid integration experience using REST/SOAP APIs, OAuth 2.0, MID Server, Integration. Hub , webhooks, and event-based integrations (e.g., Jira, Azure, MS Teams, Slack). Hands-on CMDB experience including class modeling, CI relationships, reconciliation, discovery sources , and CMDB health KPIs . Experience designing and configuring Virtual Agent solutions (NLU models, topics, dialog flows, and deflection strategies).
Exposure to Now Assist / GenAI capabilities , including grounding responses using Knowledge and CMDB . Strong understanding of SDLC, Agile/Scrum , and ServiceNow DevOps practices (Update Sets, App Repository, ATF).
Requirements
Excellent communication, stakeholder engagement, and technical documentation skills. Bachelor's degree. Service. Now Certification
- Good to Have. 6+ years of hands-on experience with the Service. Now platform , including 3+ years in a technical lead or solution architect role. Proven delivery experience across CSM, Virtual Agent, CMDB, and platform Integrations . Strong development expertise in JavaScript, Glide API , and core Service. Now components: Business Rules, Client Scripts, Script Includes, UI Policies/Actions, ACLs, Flow Designer , and Delegated Development . Solid integration experience using REST/SOAP APIs, OAuth 2.0, MID Server, Integration. Hub , webhooks, and event-based integrations (e.g., Jira, Azure, MS Teams, Slack). Hands-on CMDB experience including class modeling, CI relationships, reconciliation, discovery sources , and CMDB health KPIs . Experience designing and configuring Virtual Agent solutions (NLU models, topics, dialog flows, and deflection strategies). Exposure to Now Assist / GenAI capabilities , including grounding responses using Knowledge and CMDB . Strong understanding of SDLC, Agile/Scrum , and ServiceNow DevOps practices (Update Sets, App Repository, ATF). Excellent communication, stakeholder engagement, and technical documentation skills. Bachelor's degree. Service. Now Certification
- Good to Have.