Technical Lead – ServiceNow

Role Overview

Key Responsibilities

• Lead day-to-day technical delivery and application support across ServiceNow ITSM, ITOM, CMDB, SecOps and related platform capabilities.
• Translate business requirements, incidents, service requests, problems and changes into technical tasks, solution designs and delivery plans.
• Configure and enhance ITSM processes including incident, problem, change, request, service catalog, knowledge, SLA, major incident and reporting capabilities.
• Design, develop and review ServiceNow configurations, scripts, Business Rules, Script Includes, Client Scripts, UI Policies, ACLs, Flow Designer flows and workflows.
• Lead enterprise integrations using REST/SOAP APIs, IntegrationHub, MID Server, import sets, transform maps and event-based integration patterns.
• Support CMDB governance, CI relationships, reconciliation, identification rules, data certification and integration-driven CMDB updates.
• Troubleshoot platform, workflow, integration, 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, change implementation, upgrades, testing and post-production support.
• Maintain technical designs, SOPs, runbooks, deployment guides, release notes, knowledge articles and support handover documentation.

Required Skills & Qualifications

• 10–15 years of IT experience with strong ServiceNow technical delivery, development, enhancement and managed-services support experience.
• Expert-level 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 core platform configuration components.
• Strong experience implementing and supporting ITSM processes such as incident, problem, change, request, catalog, knowledge, SLA and service operations workflows.
• Strong integration experience using REST/SOAP APIs, IntegrationHub, MID Server, import sets, transform maps and enterprise integration patterns.
• Proven experience supporting CMDB capabilities, CI relationships, reconciliation, identification rules, data quality and integration-driven updates.
• Experience with production troubleshooting, release management, testing and ServiceNow platform operations.
• Experience with ServiceNow Discovery, Service Mapping, Event Management/AIOps, service health and operational visibility.
• Experience with CSDM, advanced CMDB governance and data certification.
• Experience with SecOps security incident response, vulnerability response, remediation workflows and security-tool integrations.
• Experience with Automated Test Framework, upgrade validation, regression testing, source control, platform health and performance tuning.
• Awareness of Service Portal, Workspace, UI Builder, ITIL, Agile, DevOps integrations, Jira, Azure DevOps and Git.
• Experience in utility, regulated enterprise, SaaS governance or managed-services environments.

Applicants will be asked to answer the following qualifying questions when applying for this position:

• 1Are you legally authorized to work in Canada without visa sponsorship?
• 2Do you have expert-level hands-on experience across ServiceNow ITSM, ITOM, CMDB and SecOps, including leading technical delivery independently?
• 3Do you have strong hands-on ServiceNow development experience with scripting, Business Rules, Script Includes, Client Scripts, UI Policies, ACLs, Flow Designer and Workflow?