ServiceNow Technical Lead

Prodapt; Telangana; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Prodapt seeks a seasoned ServiceNow Technical Lead to own end-to-end design, development, and delivery on the ServiceNow platform, with emphasis on CSM, Virtual Agent, CMDB, and Integrations.

You will lead architecture and solution delivery, mentor teams, and collaborate with stakeholders to ensure scalable, secure, and performant implementations that align with business outcomes. The position requires strong ServiceNow expertise, leadership, and DevOps practices.

Qualifications

• 6+ years hands-on experience with the ServiceNow platform; includes 3+ years in a technical lead or solution architect role.
• Proven delivery 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, Delegated Development).
• Hands-on CMDB with class modelling, CI relationships, reconciliation, discovery sources, and CMDB health KPIs.
• Experience designing and configuring Virtual Agent solutions (NLU models, topics, dialog flows, deflection strategies).
• Exposure to Now Assist / GenAI capabilities, grounding responses using Knowledge and CMDB.
• Strong SDLC, Agile/Scrum, and ServiceNow DevOps practices (Update Sets, App Repository, ATF).

Responsibilities

• Own end-to-end design, development, and delivery on the ServiceNow platform across CSM, Virtual Agent, CMDB, and Integrations.
• Lead architecture and solution delivery, mentor teams, and manage stakeholder expectations.
• Drive secure, scalable, and performant implementations aligned with business outcomes.
• Collaborate across IT, product, and operations to define and enforce standards and best practices.
• Ensure robust integration patterns using REST/SOAP, OAuth 2.0, MID Server, and IntegrationHub.

Skills

ServiceNow Platform

CSM

Virtual Agent

Integrations

CMDB

Now Assist GenAI

JavaScript

REST/SOAP

OAuth 2.0

AGILE/DevOps

Education

Bachelor's degree

Tools

Jira

Azure

MID Server

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.

ITSM, CSM, Integration, Scripting, Domain Separation

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.