ServiceNow Technical Lead

Prodapt; Reading; On-site; GBP 75,000 - 115,000; Full time

Job summary

Prodapt in the United Kingdom is seeking a seasoned ServiceNow Technical Lead to own end-to-end design, development, and delivery across the ServiceNow platform, with strong emphasis on CSM, Virtual Agent, Integrations, CMDB, and Now Assist capabilities.

You will lead architecture, coordinate stakeholders, and drive secure, scalable implementations aligned with business outcomes. Strong hands-on platform experience, SDLC, Agile, and DevOps practices are essential for success.

Qualifications

• 6+ years hands-on with ServiceNow platform; 3+ years in a technical lead or solution architect role.
• Delivery across CSM, Virtual Agent, CMDB, and platform integrations.
• Strong development in JavaScript, Glide API, and core ServiceNow components: Business Rules, Client Scripts, Script Includes, UI Policies/Actions, ACLs, Flow Designer, and Delegated Development.
• Hands-on CMDB: class modeling, CI relationships, reconciliation, discovery sources, and CMDB health KPIs.
• Experience designing Virtual Agent solutions (NLU models, topics, dialog flows, and deflection strategies).
• Exposure to Now Assist / GenAI capabilities, grounding responses using Knowledge and CMDB.
• Strong understanding of SDLC, Agile/Scrum, and ServiceNow DevOps practices (Update Sets, App Repository, ATF).

Responsibilities

• Own end-to-end design, development, and delivery of ServiceNow solutions with focus on CSM, Virtual Agent, and Integrations.
• Lead technical delivery across CMDB, REST/SOAP integrations, and platform enhancements.
• Collaborate with stakeholders to align solutions with business outcomes.

Skills

ServiceNow

JavaScript

Glide API

CMDB

Integrations

Virtual Agent

GenAI

Agile/Scrum

DevOps

REST API

OAuth 2.0

Education

Bachelor's degree

ServiceNow Certification

Tools

Jira

Azure

MS Teams

Slack

IntegrationHub

MID Server

ATF

Update Sets

Job description

Overview

We are seeking a seasoned ServiceNow Technical Lead to own the end-to-end design, development, and delivery of solutions across the ServiceNow platform—with a strong emphasis on Customer Service Management (CSM), Virtual Agent, Integrations, CMDB, and Now Assist (GenAI) capabilities. The ideal candidate will combine deep platform expertise with strong leadership, solution architecture, and stakeholder management skills to drive scalable, secure, and performant implementations that align with business outcomes.

Responsibilities

• 6+ years of hands-on experience with the ServiceNow platform, including 3+ years in a technical lead or solution architect role.
• Proven delivery experience across CSM, Virtual Agent, CMDB, and platform Integrations.
• Strong development expertise in JavaScript, Glide API, and core ServiceNow components: Business Rules, Client Scripts, Script Includes, UI Policies/Actions, ACLs, Flow Designer, and Delegated Development.
• Solid integration experience using REST/SOAP APIs, OAuth 2.0, MID Server, IntegrationHub, webhooks, and event-based integrations (e.g., Jira, Azure, MS Teams, Slack).
• Hands-on CMDB experience including class modeling, CI relationships, reconciliation, discovery sources, and CMDB health KPIs.
• Experience designing and configuring Virtual Agent solutions (NLU models, topics, dialog flows, and deflection strategies).
• Exposure to Now Assist / GenAI capabilities, including grounding responses using Knowledge and CMDB.
• Strong understanding of SDLC, Agile/Scrum, and ServiceNow DevOps practices (Update Sets, App Repository, ATF).

Requirements

• Excellent communication, stakeholder engagement, and technical documentation skills.
• Bachelor's degree.
• ServiceNow Certification - Good to Have.