Technical Lead – ServiceNow

## Role Overview Lead ServiceNow technical delivery and application management for the BC Hydro Technology tower, providing expert hands-on ownership across ITSM, ITOM, CMDB, SecOps and related platform capabilities. The role combines technical leadership, platform development, integrations, production support, release governance and coordination with architects, customer stakeholders, offshore teams and vendors. ## Key Responsibilities - Lead day-to-day technical delivery and support across ServiceNow ITSM, ITOM, CMDB, SecOps and related capabilities. - Translate business requirements, incidents, service requests, problems and changes into technical designs, tasks and delivery plans. - Configure and enhance ITSM processes including incident, problem, change, request, service catalog, knowledge, SLA, major incident and reporting capabilities. - Lead technical implementation of ITOM capabilities and support CMDB governance, Discovery, service mapping and operational visibility. - Design, develop and review ServiceNow configurations, scripts, Business Rules, Script Includes, Client Scripts, UI Policies, ACLs, Flow Designer flows, Workflows and Scheduled Jobs. - Lead enterprise integrations using REST/SOAP APIs, IntegrationHub, MID Server, import sets, transform maps and event-based integrations. - Troubleshoot platform, integration, workflow, CMDB, Discovery, performance and access/security issues and drive root-cause resolution. - Guide developers and administrators on platform standards, code quality, testing, deployment, documentation and operational practices. - Participate in release planning, upgrades, ATF execution, regression testing and post-production support. ## What We Are Looking For - 10–15 years of overall IT experience with strong ServiceNow technical delivery, development, enhancement and managed-services support experience. - Expert hands-on experience across ServiceNow ITSM, ITOM, CMDB and SecOps with the ability to lead technical delivery independently. - Strong ServiceNow platform development and configuration expertise, including scripting and platform workflow capabilities. - Strong integration experience using REST/SOAP APIs, IntegrationHub, MID Server and enterprise integration patterns. - Experience supporting CMDB, CI relationships, reconciliation, identification rules, data quality, data imports and integration-driven CMDB updates. - Ability to work with customer stakeholders, solution architects, service owners, technical leads, developers and support teams. ## Preferred & Bonus Experience - ITOM experience covering Discovery, Service Mapping, Event Management/AIOps, service health and operational visibility. - SecOps experience covering security incident response, vulnerability response, remediation workflows and security-tool integrations. - CSDM, Automated Test Framework, ServiceNow upgrades, platform health, performance tuning and technical-debt remediation experience. - Familiarity with Service Portal, Workspace, UI Builder, ITIL, Agile delivery, DevOps integrations and Jira/Azure DevOps/Git. - Experience in utility, regulated-enterprise, SaaS-governance or managed-services environments.