About the role

Job Title: ServiceNow Lead / Manager

Location: Pune / Bengaluru

Job Summary

We are looking for an experienced and dynamic ServiceNow Lead / Manager to drive the design, development, and optimization of the ServiceNow platform. This role requires a strong blend of hands-on technical expertise and leadership capability to deliver scalable solutions aligned with business objectives. The ideal candidate will have deep hands-on experience in ITSM and SPM modules, along with exposure to multiple ServiceNow modules, and a proven ability to lead teams and manage end-to-end ServiceNow initiatives.

Key Responsibilities

Lead the administration, configuration, and development of the ServiceNow platform.
Drive end-to-end implementation and enhancement of ITSM and SPM (Strategic Portfolio Management) modules.
Work closely with business stakeholders to gather requirements and translate them into scalable ServiceNow solutions.
Manage platform upgrades, integrations, and customizations to enhance system performance and user experience.
Ensure governance, security, and compliance standards are maintained across the platform.
Provide technical leadership and mentorship to the ServiceNow team.
Oversee multi-module implementations (e.g., ITSM, SPM, ITOM, HRSD, CSM, etc.) ensuring seamless integration and functionality.
Monitor platform performance, adoption, and usage metrics; recommend improvements for optimization.
Collaborate with vendors and internal stakeholders for licensing, contracts, and solution delivery.
Ensure alignment with ITIL best practices and organizational IT strategy.

Required Skills & Qualifications

Experience in ServiceNow, with recent hands-on development/administration experience.
Strong expertise in:
- ITSM (Incident, Problem, Change, Service Catalog, etc.)
- SPM (Strategic Portfolio Management)
Proven experience working across multiple ServiceNow modules (ITOM, HRSD, CSM, etc.).
Hands-on experience with:
- JavaScript and Glide scripting
- REST/SOAP API integrations
- Workflows, Flow Designer, and UI customization
Strong understanding of ServiceNow architecture and best practices.
Experience in leading teams, managing projects, and stakeholder engagement.
Excellent problem-solving, analytical, and communication skills.

Preferred Certifications

ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Implementation Specialist (CIS)
ITIL Certification

Key Competencies

Leadership & Team Management
Strategic Thinking & Problem Solving
Stakeholder Management
Process Optimization & Automation
Delivery & Execution Excellence

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ServiceNow Developer