ServiceNow Technical Lead

Prodapt Solutions; Chennai District; On-site; INR 2,400,000 - 4,200,000; Full time

Job summary

Prodapt Solutions is seeking a seasoned ServiceNow Technical Lead to own end-to-end design, development, and delivery on the ServiceNow platform with emphasis on Customer Service Management, Virtual Agent, Integrations, CMDB, and Now Assist GenAI capabilities. The role requires strong leadership, solution architecture, and stakeholder management to drive scalable and secure implementations.

The ideal candidate will have 6+ years on the ServiceNow platform, 3+ years in a lead/architect role, and

Qualifications

• 6+ years of hands-on experience with the ServiceNow platform.
• 3+ years in a technical lead or solution architect role.
• Strong SDLC, Agile/Scrum, and ServiceNow DevOps practices.

Responsibilities

• Own end-to-end design, development, and delivery on the ServiceNow platform across CSM, Virtual Agent, CMDB, and Integrations.
• Lead and mentor delivery teams, ensure scalable, secure, and performant implementations.
• Architect and implement Virtual Agent solutions (NLU, topics, dialogs) and Now Assist/GenAI capabilities.
• Design and configure integrations using REST/SOAP, IntegrationHub, OAuth 2.0, MID Server, and webhooks.
• Develop and manage CMDB models, relationships, reconciliation, and health KPIs.
• Collaborate with stakeholders, maintain technical documentation, and ensure SDLC compliance.

Skills

ServiceNow Platform

CSM

Virtual Agent

Integrations

CMDB

Now Assist/GenAI

JavaScript

Glide API

Business Rules

Client Scripts

Script Includes

UI Policies/Actions

ACLs

Flow Designer

Delegated Development

REST & SOAP APIs

OAuth 2.0

MID Server

IntegrationHub

Jira

Azure

MS Teams

Slack

CMDB Health KPIs

Education

Bachelor's degree

Tools

Jira

Azure

MS Teams

Slack

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 platformwith 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.