Chennai, Tamil Nadu
Job Summary
The ServiceNow Platform Team Lead will be responsible for leading the administration, support, enhancement, and governance of the ServiceNow platform across ITSM, ITOM AIOps, Employee Center (ESC), and Integrations. This role will manage a team of developers and administrators while partnering with business and IT stakeholders to drive platform stability, automation, user experience, and continuous improvement.
Key Responsibilities
Platform Leadership
Lead and mentor ServiceNow developers, administrators, and support analysts.
Govern platform architecture, development standards, and release management processes.
Manage platform roadmap, upgrades, enhancements, and operational support activities.
Ensure platform performance, security, scalability, and compliance with best practices.
Application Management
Manage and support ITSM processes including Incident, Problem, Change, Request, Knowledge, and Service Catalog.
Drive adoption and optimization of ITOM AIOps, Event Management, and automation capabilities.
Oversee Employee Center enhancements, user experience improvements, and self-service initiatives.
Manage integrations with enterprise applications using IntegrationHub, REST/SOAP APIs, MID Servers, and third-party tools.
Stakeholder Management
Serve as the primary point of contact for ServiceNow platform stakeholders.
Partner with IT leadership, Infrastructure, Service Desk, HR, Security, and business teams to prioritize platform initiatives.
Facilitate requirement gathering, solution reviews, and governance meetings.
Provide regular updates on platform performance, risks, roadmap, and service improvement opportunities.
Manage relationships with ServiceNow partners, vendors, and implementation teams.
Service Delivery & Governance
Manage enhancement backlog, incidents, defects, and change requests.
Drive continuous service improvement and automation initiatives.
Ensure SLA compliance, platform availability, and successful upgrade execution.
Monitor and report platform KPIs and adoption metrics.
Key Responsibilities
Service Delivery & Governance
Manage enhancement backlog, incidents, defects, and change requests.
Drive continuous service improvement and automation initiatives.
Ensure SLA compliance, platform availability, and successful upgrade execution.
Monitor and report platform KPIs and adoption metrics.
Skill Requirements
Required Experience
10+ years of overall IT experience.
7+ years of hands-on ServiceNow experience.
2+ years leading ServiceNow teams or platform operations.
Experience supporting enterprise-scale ServiceNow implementations and integrations.
Required Skills
ServiceNow ITSM
ITOM AIOps / Event Management
Employee Center (ESC)
Service Catalog & Flow Designer
IntegrationHub
REST & SOAP APIs
CMDB & Discovery concepts
JavaScript and ServiceNow scripting
Agile Delivery & Release Management
Required Certifications
Mandatory
ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Application Developer (CAD)
ServiceNow Certified Implementation Specialist – ITSM (CIS-ITSM)
Other Requirements
Preferred
CIS Discovery
CIS Service Mapping
CIS Event Management
ITIL® 4 Foundation
ServiceNow Certified Technical Architect (CTA) – Highly Desirable
Key Competencies
Leadership • Stakeholder Management • Service Delivery • Platform Governance • Solution Design • Communication • Problem Solving • Team Development • Continuous Improvement
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📌 Track Lead - IT Operations Management, RESTful API, Angular (India)
🏢 HCLTech
📍 India