ServiceNow Technical Lead

Prodapt Solutions; Pune District; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

Prodapt Solutions in Pune, India, is seeking a seasoned ServiceNow Technical Lead to own end-to-end design, development, and delivery of solutions on the ServiceNow platform, with emphasis on CSM, Virtual Agent, Integrations, and CMDB. You will also drive Now Assist/GenAI capabilities and integration patterns.

The ideal candidate has 6+ years on the platform, 3+ years in a technical lead or solution architect role, and strong communication to align technical decisions with business outcomes.

Qualifications

• 6+ years of hands-on ServiceNow experience with CSM, Virtual Agent, CMDB, and integrations.
• Leadership or solution architecture experience in delivering enterprise ServiceNow programs.
• Strong communication and stakeholder management skills.

Responsibilities

• Own end-to-end design, development, and delivery on the ServiceNow platform.
• Lead technical design, architecture decisions, and implementation strategies.
• Collaborate with stakeholders across departments to ensure business outcomes.
• Develop and optimize CSM, Virtual Agent, and Integration workflows.
• Implement secure, scalable integrations using REST/SOAP and IntegrationHub.
• Contribute to Now Assist / GenAI grounding with Knowledge and CMDB.

Skills

ServiceNow platform

CSM

Virtual Agent

Integrations

CMDB

Now Assist GenAI

JavaScript

Glide API

SDLC Agile

DevOps (Update Sets/ATF)

Education

Bachelor's degree

Tools

REST/SOAP

OAuth 2.0

MID Server

IntegrationHub

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 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.