ServiceNow Lead Developer

The industry leader in Identity Security, is looking for an experienced ServiceNow Lead Developer to join our cross-functional Service Management team. This individual will be a key team member in our growing and impactful organization as the company continues to scale globally as the industry leader in Identity Security. This position will report directly to our Sr. Manager of Service Management and will work on our ServiceNow AI platform, supporting ServiceNow solution design, custom development, and platform enhancements for AI and automated workflows across the ServiceNow platform.

The ServiceNow Lead Developer will have at least 5 years of experience implementing, configuring, and managing the ServiceNow platform within at least two of the following ServiceNow product lines: ITSM, ITOM, ITAM, CSM, and/or HRSD. This candidate should have experience delivering AI/automation functionality across the ServiceNow platform, have technical leadership experience guiding other ServiceNow engineers and possess proven UX/UI development skills.

Candidates must have hands on ServiceNow development experience building outcome-focused solutions for large-scale enterprise(s), aligned to leading practices.

As the ServiceNow Lead Developer, you will lead and guide the members of the ServiceNow DevOps team in platform support and project delivery. The job is responsible for creating innovative solutions in a constantly-changing business environment, and ensuring solution delivery aligns to technical governance policies (in partnership with our ServiceNow architects). Expect to work in cross-functional teams across IT, Customer Support, Professional Services, Revenue Operations, and Engineering in support of the company’s ServiceNow platform operations and strategy.

Your primary focus will be leading the development of the ServiceNow AI platform across our commercial and federal environments as prioritized by the platform owner, business leaders and architects within the unified platform roadmap and strategy. You will serve as a team lead for the ServiceNow DevOps team in interfacing with internal customers to transform requirements into fully functional cross-modular solutions within the ServiceNow platform. This includes building fit-for-purpose Service Management solutions to optimize processes and procedures with AI/automation, modern/intuitive interfaces within Service Portal and workspaces, actionable dashboards, integrations with existing data sources and tools, and more.

The successful candidate will have a passion for ServiceNow as the AI workflow engine of the business, be obsessed with customer service, and have a desire to see continued expansion/adoption of the ServiceNow platform across the organization. Come make your mark in a high energy environment at one of the most consistently highest rated “best places to work” in Austin over the past 12 years!

This is a full-time remote position based in the United States.

Job Responsibilities

Including, but not limited to:

• Contribute to the ServiceNow platform roadmap and strategy
• Oversee and ensure ServiceNow platform delivery across the team
• Enforce technical governance policies (platform engineering and development standards)
• Manage ServiceNow code quality control processes
• Lead and mentor a team of developers/admins assigned to specific ServiceNow products delivering outcome-focused AI/automation projects
• Serve as our UX/UI expert across ServiceNow AI platform delivery and AI-powered self-service workflows
• Provides input and sign off on solution design for complex features
• Provides point of escalation for team members, peers, and partner teams, and shares the leadership in triage of high priority incidents or consulting engagements
• Performs all responsibilities of team members across ServiceNow products
• Design, develop, and deploy ServiceNow features like Now Assist for CSM/ITSM, Service Portal, AI Search, Virtual Agent, Workspaces, Playbooks, Advanced Work Assignment, Workforce Optimization, Platform Analytics, and more.
• Configure and customize platform components and extend ServiceNow functionalities using UI builder, portal designer, client/server-side scripting, UI policies, business rules, and Flow Designer (aka Workflow Studio).
• Collaborate with architects, product owners, and internal customers to understand requirements and deliver high-quality technical solutions on time.
• Lead team in managing operational work: tier-2 support and troubleshooting for ServiceNow incidents and operational requests, along with administration functions such as managing users, workflows, tables, and data
• Performs access reviews, conducts compliance activities, and serves as delegate for administrative processes
• Build and maintain integrations with third-party tools using REST/SOAP APIs and IntegrationHub spokes.
• Use a systematic approach

and

a wide breadth of ServiceNow platform knowledge to troubleshoot, identify,

and

solve technical issues

• Utilize tools to regularly monitor

and

analyze system performance, perform regular maintenance,

and

proactively take corrective actions as necessary to ensure platform reliability

• Responsible for defining requirements, designing workflows, participating in all build/configuration, testing, and implementation activities, as well as analysis and troubleshooting to meet specifications of a project or service request
• Monitors and employs source code control techniques and configuration management to ensure configuration is consistent across development and production environments
• Ensure application meets company security standards and best practices
• Investigate and advise on new features released by ServiceNow and what impact they could have on current processes
• Use scripting tools and ServiceNow functionality to create scripts that automate repetitive tasks
• Create custom user interfaces to improve the overall user experience of ServiceNow, leveraging UI builder and custom HTML/CSS/Javascript when necessary

Required Experience and Skills

• At least 5 years hands on experience with ServiceNow development and administration with a focus on UX/UI across the ServiceNow platform
• Proven experience as a lead engineer in highly regulated environments leveraging a consultative approach to solve business problems with the ServiceNow AI platform
• Familiarity with Now Assist GenAI, as well as experience with ServiceNow AI technologies (AI search, Task Intelligence, Predictive Intelligence, Recommended Actions, etc.) on the ServiceNow platform
• Current implementation specialist certifications for ServiceNow CSM, ITSM, and/or HRSD, along with a System Administrator certification and Application Developer certification
• Builds great user experiences across the following UIs: Service Portal, Workspaces, Next Experience core UI, and UI pages
• Ability to perform “pro-code” development with a foundational knowledge of Glide APIs and platform-related programming languages (JavaScript, AngularJS, Python, etc.)
• Strong understanding of ServiceNow platform data model
• Demonstrated skills associated with software design, modification, implementation and deployment, including object-oriented development concepts
• Understanding of technical governance, key design patterns and large data volume limitations and best practices
• Skilled at analyzing and mapping complex business processes to technical solutions, while identifying opportunities for business process re-engineering
• Experience with QA methodologies (usability testing, performance testing, automated testing, test scripts, test cases and test plans)
• Integration experience using REST APIs, IntegrationHub, and/or MID Server
• Familiarity with the continuous delivery model and agile development processes
• Experience using collaboration tools such as Microsoft Teams, Slack and Confluence
• A particular desire to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies
• Must have a high focus on user experience with a propensity for incorporating modern design trends into solution design
• Truly enjoys delivering Enterprise Service Management solutions and a strong desire to see the continued acceptance and success of those solutions at the company
• BS Computer Science, Engineering, or equivalent experience

Preferred Skills

• ArchX (Architecture Excellence) and/or Certified Technical Architect designation is a huge plus
• Exposure to other ServiceNow modules like HAM and SAM is a plus

Benefits and Compensation listed vary based on the location of your employment and the nature of your employment with the company.

As a part of the total compensation package, this role may be eligible for the company Corporate Bonus Plan or a role-specific commission, along with potential eligibility for equity participation. The company maintains broad salary ranges for its roles to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect the company’s differing products, industries, and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. We estimate the base salary, for US-based employees, will be in this range from (min-mid-max, USD):

$113,500 - $162,200 - $210,900

Base salaries for employees based in other locations are competitive for the employee’s home location.

Benefits Overview

1. Health and wellness coverage: Medical, dental, and vision insurance

2. Disability coverage: Short-term and long-term disability

3. Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)

4. Additional life coverage options: Supplemental life insurance for employees, spouses, and children

5. Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account

6. Financial security: 401(k) Savings and Investment Plan with company matching

7. Time off benefits: Flexible vacation policy

8. Holidays: 8 paid holidays annually

9. Sick leave

10. Parental support: Paid parental leave

11. Employee Assistance Program (EAP) and Care Counselors

12. Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options

13. Health Savings Account (HSA) with employer contribution