We are looking for an experienced ServiceNow Technical Lead with 7+ years of hands-on experience in designing, customizing, administering, and extending the ServiceNow platform. The ideal candidate will have strong technical expertise across the ServiceNow ecosystem and a proven track record of delivering scalable solutions that improve enterprise workflows and business outcomes. This role requires someone who can lead technical design and implementation, guide developers and administrators, ensure platform best practices, and drive adoption of AI-powered capabilities within ServiceNow to enhance automation, service delivery, and user experience.
Key Responsibilities
Lead the design, development, customization, and administration of ServiceNow solutions across one or more modules.
Translate business requirements into scalable technical solutions aligned with platform best practices.
Configure and extend the ServiceNow platform using workflows, business rules, client scripts, UI policies, integrations, and custom applications.
Provide technical leadership for ServiceNow implementations, enhancements, upgrades, and support initiatives.
Oversee platform governance, instance health, performance optimization, security, and maintainability.
Design and implement integrations between ServiceNow and third-party systems using REST, SOAP, MID Server, and other integration methods where applicable.Drive adoption of ServiceNow AI capabilities, including intelligent automation, virtual support, predictive features, and other AI-driven platform enhancements.
Collaborate with stakeholders, product owners, architects,



and business teams to define solution roadmaps and delivery priorities.
Review technical designs and code to ensure quality, reusability, and compliance with development standards.
Mentor junior developers and administrators, and provide technical guidance across the team.
Support release management, testing, defect resolution, and deployment activities.
Stay current with new ServiceNow features and recommend improvements that increase platform value and business efficiency.
What Success Looks Like
Delivering robust, scalable ServiceNow solutions that align with business goals.
Improving platform adoption and user experience through effective customization and automation.
Successfully implementing AI-driven features that enhance productivity and service quality.
Maintaining a stable, secure, and high-performing ServiceNow workplace.
Providing technical direction and mentorship that elevates team capability.
REQUIRED COMPETENCIES AND SKILLS
Required Qualifications
7+ years of hands-on experience working with the ServiceNow platform.
Strong experience in customizing, administering, and extending ServiceNow in enterprise environments.




Proven experience leading technical delivery for ServiceNow implementations or major enhancement projects.
Solid understanding of ServiceNow platform architecture, data model, scripting, workflows, and integrations.
Experience with JavaScript, Glide APIs, Flow Designer, IntegrationHub, and ServiceNow development best practices.
Demonstrated experience implementing AI features within ServiceNow to improve service management and operational efficiency.
Strong troubleshooting, problem-solving, and analytical skills.
Ability to communicate technical concepts clearly to both technical and non-technical stakeholders.
Experience working in Agile or hybrid delivery environments.
Preferred Qualifications
ServiceNow certifications such as Certified System Administrator (CSA), Certified Application Developer (CAD), or relevant implementation specialist certifications.
Experience across modules such as ITSM, ITOM, ITAM, CSM, HRSD, SecOps, or custom applications.
Exposure to platform upgrades, instance strategy, governance, and enterprise-scale architecture.
Experience with ServiceNow AI, automation, self-service, and employee/customer experience improvements.
Prior experience mentoring teams or acting in a lead or senior developer capacity.
Key Skills
ServiceNow Development and Administration
Platform Customization and Configuration
Technical Leadership
JavaScript / Glide Scripting
Flow Designer / IntegrationHub
REST / SOAP Integrations
Platform Governance and Best Practices
AI Enablement within ServiceNow
Stakeholder Management
Problem Solving and Mentoring

📌 Tech Lead (Mumbai)
🏢 Mitra AI
📍 Mumbai