Gazelle Global
ServiceNow Tech Lead
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The Role
The ServiceNow Technical Lead is responsible for designing, developing, and implementing solutions on the ServiceNow platform while leading a team of developers and ensuring alignment with business requirements and best practices. This role combines technical expertise, leadership, and strategic thinking.
Responsibilities
- Lead the technical delivery and continuous improvement of ServiceNow Platform, ensuring alignment with industry best practices and organizational goals.
- Oversee the configuration and administration of ServiceNow platform, ensuring it meets the needs of the organization and support effective service delivery.
- Provide technical guidance and mentorship to team members, fostering a culture of knowledge sharing and continuous learning.
- Review business processes to leverage ServiceNow platform capabilities for improvement.
- Collaborate with cross-functional teams to define and document ITSM policies, procedures, and workflows.
- Drive the technical implementation of new ServiceNow AI offerings e.g. as Now Assist, Agentic workflows, and AI Control Tower.
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Skill & Experience
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- At least 5+ years of experience with workflows in key areas of the ServiceNow platform (e.g., ITSM, ITAM, ITOM, IRM) and a solid understanding of their configuration and administration.
- ServiceNow Application Developer certification is a plus.
- Proven ability to develop and configure scalable ServiceNow solutions, including ITSM, ITOM, CMDB, and emerging modules, with deep knowledge of the Common Services Data Model (CSDM) for platform alignment.
- Familiarity with advanced ServiceNow features such as Flow Designer, Virtual Agent, and Predictive Intelligence.
- Up-to-date knowledge of marketplace and technology changes pertinent to ServiceNow.
- Strong knowledge of ITIL framework and best practices, with relevant certifications (e.g., ITIL v4, ITIL Expert) preferred.
- Strong experience working with contractors, vendors, and suppliers.
- Excellent analytical and problem-solving skills, with a strong attention to detail.
- Strong communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels.
- Experience with agile methodologies and managing large-scale ServiceNow implementations.
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