Overview
Role Summary
The Lead ServiceNow Developer is a senior hands-on technical role responsible for leading complex platform development, guiding developers, reviewing code, enforcing standards and ensuring high-quality delivery across ITSM, HRSD and ESM. The role combines deep development expertise with leadership accountability for technical execution.
This role works closely with Technical Leads, Product Managers, Architects and Scrum teams to translate product priorities into technically sound and maintainable ServiceNow capabilities. The Lead Developer also mentors junior developers and supports global/offshore delivery teams through explicit guidance, reusable patterns and high-quality technical documentation.
Responsibilities
Key Responsibilities
ServiceNow Development & Configuration
Develop ServiceNow configurations, customizations and enhancements based on approved user stories and technical designs.
Build and maintain Service Catalog items, Record Producers, catalog variables, workflows, Flow Designer flows and approvals.
Create and maintain Business Rules,
Client Scripts, Script Includes, UI Policies, UI Actions, ACLs, notifications and scheduled jobs.
Configure forms, lists, dashboards, reports, knowledge articles and employee-facing portal experiences.
Maintain development documentation, configuration notes and deployment records.
ITSM Delivery
Develop enhancements for Incident, Problem, Change Enablement, Request Management, Service Catalog, Knowledge and CMDB processes.
Support workflow automation, SLA configuration, assignment logic, notifications, templates and reporting requirements.
Assist with ITSM process improvement by translating functional requirements into platform configuration and scripts.
HRSD Delivery
Configure and enhance HR Case Management, Employee Center, Lifecycle Events, Employee Journeys and HR Knowledge capabilities.
Support confidential HR workflows through proper role, group, data and access-control configuration.
Improve emp
📌 Senior Manager (India)
🏢 PepsiCo
📍 India