ServiceNow Team Lead

84.51° is seeking a ServiceNow Team Lead to guide the strategic and technical direction of our ServiceNow platform. This role serves as both technical architect and hands-on lead, responsible for driving platform enhancements, ensuring best practices, and overseeing the work of a blended team consisting of offshore developers, system administrators, and a configuration manager. The ideal candidate will combine strong ServiceNow expertise with leadership, platform governance, and architectural experience.

Key Responsibilities

• Platform Leadership: Serve as the technical owner of the ServiceNow platform, providing direction on architecture, integrations, performance, and scalability.
• Team Management: Lead a global team including 2 developers, 2 system administrators, and 1 configuration manager. Provide guidance, mentorship, and workload prioritization.
• Solution Architecture: Design and review technical solutions across ITSM, ITOM, HRSD, and other ServiceNow modules to ensure alignment with 84.51°’s enterprise architecture and security standards.
• Governance & Best Practices: Establish development standards, enforce coding practices, and ensure adherence to ITIL and ServiceNow governance models.
• Project Delivery: Collaborate with stakeholders to translate business requirements into technical solutions and ensure timely delivery of platform enhancements and integrations.
• Quality & Performance: Oversee instance health, upgrades, and performance monitoring. Coordinate testing and deployment of new releases.
• Stakeholder Collaboration: Partner with internal teams (security, infrastructure, product, and business units) to optimize the ServiceNow platform’s adoption and value.
• Continuous Improvement: Identify opportunities for automation, process optimization, and leveraging new ServiceNow capabilities.

Qualifications

Required:

• Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience).
• 7+ years of progressive ServiceNow experience, including 2+ years in a lead or architect role.
• Proven experience with core ServiceNow modules (ITSM, ITOM, CMDB, HRSD, CSM, etc.).
• Strong understanding of ServiceNow architecture, data models, scripting (JavaScript, Glide), and integrations (REST, SOAP, API).
• Experience managing offshore or distributed teams.
• Excellent communication, leadership, and stakeholder management skills.

Preferred:

• ServiceNow Certified System Administrator (CSA) and one or more advanced certifications (CAD, CIS–ITSM, CIS–Discovery, etc.).
• Experience with Agile delivery and DevOps pipelines (ATF, Git, CI/CD).
• Familiarity with CMDB governance and platform security models (ACLs, roles, domain separation).

Background in enterprise IT or data-driven organizations

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