ServiceNow Technical Lead (Architecture & Implementation)

Experience: 10+Years

Relevant ServiceNow Experience: 7+ Years Preferred

Role: ServiceNow Technical Lead

Employment Type: Full-Time

Location: Chennai

Role Overview

We are looking for a highly skilled and hands-on ServiceNow Technical Lead with strong experience in platform architecture, solution design, development and enterprise implementations. The candidate should be capable of leading end-to-end ServiceNow implementations, designing scalable technical solutions, managing integrations and driving intelligent automation initiatives. Strong exposure to ServiceNow AI Agents, Now Assist, Generative AI and Workflow Automation is expected, along with the ability to translate business requirements into secure, scalable and future-ready solutions.

Key Responsibilities

1. ServiceNow Architecture & Solution Design

- Lead technical architecture and solution design for enterprise ServiceNow implementations.
- Design scalable, secure and upgrade-friendly solutions aligned with ServiceNow best practices.
- Translate business requirements into technical designs, architecture and implementation plans.
- Define application architecture, data models, integrations and platform configurations.
- Establish development standards, technical governance and implementation best practices.
- Lead technical reviews, architecture assessments and customer solution discussions.

2. ServiceNow Implementation & Platform Expertise

- Lead end-to-end ServiceNow implementation, configuration, customization and enhancement projects.
- Strong hands-on experience across ITSM modules with at least 2-3 end to end successful implementation.
- Incident, Problem and Change Management.
- Request and Service Catalog Management.
- Knowledge Management.
- CMDB and Configuration Management.
- Service Level Management.
- Exposure to additional modules such as ITOM, CSM, HRSD, SecOps or ITAM.
- Experience with Service Portal, Employee Center, Agent Workspace and UI Builder.
- Drive platform enhancements, upgrades, performance optimization and troubleshooting.

3. Development & Customization

- Strong hands-on experience in JavaScript and ServiceNow scripting.
- Expertise in Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, ACLs, GlideRecord and Glide APIs.
- Experience with Flow Designer,



Scheduled Jobs and Scripted REST APIs.
- Develop reusable components and custom applications where required.
- Conduct code reviews and ensure development quality, performance and maintainability.

4. AI Agents, Now Assist & Generative AI

- Design and implement AI-powered solutions using ServiceNow AI capabilities.
- Hands-on exposure to ServiceNow AI Agent Studio and AI Agents.
- Configure AI Agents to automate business processes and improve service operations.
- Implement Now Assist capabilities across relevant ServiceNow modules.
- Identify and implement Generative AI and agentic workflow use cases.
- Develop AI-driven solutions for incident classification, ticket summarization, knowledge recommendations, intelligent routing, automated request fulfilment and virtual assistance.
- Integrate AI capabilities with enterprise applications and workflows.
- Conduct customer demonstrations, technical workshops and POCs showcasing ServiceNow AI capabilities.
- Understand AI governance, security, access controls and responsible AI implementation.

5. Workflow Automation & Integrations

- Design and implement intelligent workflows using Flow Designer and IntegrationHub.
- Automate Incident, Problem, Change, Request and other enterprise processes.
- Strong experience with REST/SOAP APIs, web services and MID Server.
- Develop custom integrations and leverage IntegrationHub spokes.
- Integrate ServiceNow with Active Directory, Microsoft 365, ERP, CRM and other enterprise applications.
- Identify automation opportunities to reduce manual effort and improve operational efficiency.

6. Technical Leadership & Customer Engagement

- Lead and mentor ServiceNow developers and technical consultants.
- Provide technical direction, task allocation and implementation guidance.
- Lead customer requirement workshops, technical discussions and solution presentations.
- Prepare technical design documents, architecture documents and implementation specifications.




- Manage technical risks, dependencies and escalations.
- Oversee delivery across development, testing, deployment and post-production support.
- Support presales activities, solution demonstrations and technical POCs.

Required Technical Skills

- Robust ServiceNow architecture, solution design and implementation experience.
- Excellent hands-on knowledge of ITSM modules and platform development.
- Strong JavaScript, Glide APIs and ServiceNow scripting expertise.
- Experience with Flow Designer, IntegrationHub and workflow automation.
- Knowledge of REST/SOAP integrations, MID Server and enterprise application connectivity.
- Good understanding of CMDB, data models, platform security and access controls.
- Exposure to AI Agents, AI Agent Studio, Now Assist and Generative AI capabilities.

Experience & Qualifications

- 10–12 years of overall IT experience, preferably with 7+ years of hands-on ServiceNow experience.
- Proven experience leading at least 2–3 end-to-end ServiceNow implementation projects.
- Experience in technical architecture, solution design and development team leadership.
- Exposure to presales, customer demonstrations and POC development.
- Strong customer-facing communication and stakeholder management skills.
- Ability to independently own technical delivery and customer engagements.

Preferred Certifications

- ServiceNow Certified System Administrator (CSA).
- Certified Implementation Specialist (CIS) – ITSM.
- Certified Application Developer (CAD).

Good to Have

- Practical experience with ServiceNow AI Agent Studio and Now Assist implementations.
- Exposure to enterprise AI and Generative AI solutions.
- Experience in ServiceNow architecture assessments and platform governance.
- Experience delivering enterprise-scale ServiceNow transformation projects.
- Additional CIS certifications in ITOM, CSM or HRSD.
- Relevant ServiceNow AI certifications or credentials.

Key Success Expectations

- Deliver scalable, secure and upgrade-friendly solutions.
- Implement AI-powered solutions using Now Assist and AI Agents.
- Build intelligent workflows and enterprise integrations.
- Provide technical leadership and ensure high-quality project delivery.
- Establish customer confidence through strong technical expertise and solution ownership.

📌 ServiceNow Technical Lead (Chennai)
🏢 Teceze India
📍 Chennai