ServiceNow Technical Lead

Service. Now Technical Lead Summary We are seeking a highly skilled Service. Now Technical Lead to drive the architecture, development, and optimization of our enterprise service management platforms. In this pivotal role, you will leverage advanced capabilities including Virtual Agent, Natural Language Understanding (NLU), and generative AI features like Now Assist to transform user experiences.

You will be responsible for ensuring robust system security through domain separation and managing complex integrations via Integration. Hub and MID Servers. The ideal candidate will possess deep expertise in modern workflow automation using Flow Designer and a strong command of the Service. Now Platform, specifically within IT Service Management (ITSM) and Customer Service Management (CSM) domains, while utilizing JavaScript and Glide API for custom development.

Responsibilities

Architect and implement advanced conversational solutions using Virtual Agent and NLU technologies to enhance self-service capabilities. Integrate generative AI functionalities, specifically Now Assist, to streamline workflows and improve operational efficiency. Design and enforce security protocols, including domain separation strategies, to maintain data integrity across multi-tenant environments.

Develop and maintain seamless data exchanges using Integration. Hub, MID Servers, OAuth 2.0, and Webhooks. Create complex automated workflows and business processes utilizing Flow Designer to meet dynamic business requirements. Lead the customization and extension of the Service. Now Platform using JavaScript and Glide API to support ITSM and CSM modules.

Provide technical leadership and mentorship to development teams, ensuring best practices in coding standards and system performance. Collaborate with stakeholders to define project scope, deliverables, and timelines for Service. Now initiatives.

Requirements

Proven experience of 6-8 years in IT services, with a strong focus on Service. Now development. Demonstrated expertise in implementing Virtual Agent, NLU, and Now Assist/GenAI features. Proficiency in configuring Domain Separation, Integration. Hub, and MID Server environments. Strong knowledge of security protocols including OAuth 2.

0 and Webhook implementations. Advanced skills in Flow Designer for building sophisticated automation logic. Deep understanding of the Service. Now Platform, particularly in ITSM and Customer Service Management (CSM). Excellent programming abilities in JavaScript and the Glide API for custom application development. Ability to work within a salary range of ₹20 - 28 LPA.