ServiceNow Practice Lead

Job Title: ServiceNow Practice Lead

Location: Gurugram

Position Type: Full-Time

Job Summary

We are seeking an experienced ServiceNow Practice Lead to lead and drive the successful delivery of ServiceNow solutions across ITSM, CSM, HRSD, ITAM, ITOM, Sec-Ops, GRC, and other ServiceNow products. This role requires a hands-on leader with extensive experience in ServiceNow platform development, implementation, and architecture, combined with a strategic mindset to build scalable and innovative solutions for our clients.

The ideal candidate will have 10+ years of software development experience, with at least 8 years dedicated to ServiceNow applications, and hold key certifications to support their expertise.

Key Responsibilities:

Leadership & Strategy:

Serve as the technical leader and subject matter expert for all ServiceNow solutions.

Define and implement best practices, development standards, and governance frameworks for the ServiceNow practice.

Partner with stakeholders to define roadmaps, identify opportunities for automation, and deliver measurable business outcomes.

Solution Development & Implementation:

Architect, design, and deliver scalable and secure ServiceNow solutions.

Lead end-to-end implementations, including analysis, design, development, and system integration.

Extend ServiceNow schemas for custom applications and implement scoped applications.

Oversee platform upgrades, troubleshoot performance issues, and ensure platform reliability.

Collaboration & Communication:

Collaborate with product managers, business analysts, and developers to align solutions with business needs.

Influence and consult stakeholders by providing technical options with pros, cons, and risks for decisions.

Drive continuous improvement of implementation methodologies based on customer feedback.

Technical Expertise:

Develop high-quality, reusable, and scalable code following best practices in software engineering.

Configure and customize ServiceNow components like business rules, client scripts, UI policies, flow designer, ACLs, and integrations.

Implement integrations using scripted Web-Services (AJAX, REST, SOAP), SSO-SAML, and other third-party systems.

Set up and troubleshoot MID Servers and monitor platform performance metrics.

Required Qualifications & Skills

Technical Experience:

• Minimum 10+ years in software development, with at least 8+ years in ServiceNow applications.
• Strong expertise in ServiceNow ITSM, ITOM, CSM, HRSD, and other modules.
• Proven experience in all SDLC phases, including data security and system integration.
• Proficiency in ServiceNow scripting and configuration (business rules, UI policies, Flow Designer, etc.).
• Expertise in platform upgrades, scoped applications, and extending ServiceNow schemas.
• Solid understanding of SOA technologies like REST and SOAP.

Leadership & Problem-Solving:

Demonstrated ability to lead teams and act as a Solution Architect for complex projects.

Strong ability to consult and influence technical decisions with stakeholders.

Strategic thinker who can deliver innovative solutions to complex problems.

Education:

• Bachelors or Master's degree in Computer Science, Electronics, Communications, or Electrical Engineering.

Certifications (Mandatory):

• ServiceNow CSA Certified System Administrator
• ServiceNow CAD Certified Application Developer
• Two ServiceNow CIS certifications, including ITSM and one other (CSM, HRSD, SPM, etc.).