Tech Lead Development ServiceNow

Zinnov Management Consulting; Bengaluru; Hybrid; INR 3,500,000 - 6,000,000; Full time

Job summary

Zinnov invites a Tech Lead Development, ServiceNow to establish its Bengaluru GCC. You will lead hands-on development, ensuring code quality and alignment with platform standards while collaborating with global teams to implement AI-first ITSM/ITOM solutions.

You will drive Discovery, CMDB/CSDM maturity, and DevOps practices, mentoring engineers and communicating sprint status to stakeholders across the organization.

Qualifications

• 7 to 10 years of total IT experience with hands-on Tech Lead/Senior Developer on ServiceNow.
• Hands-on ITSM and ITOM Discovery with MID Server setup, patterns, credentials, CI classification.
• Strong CMDB and CSDM understanding for clean data mapping.
• Experience implementing ServiceNow AI features (Virtual Agent, Predictive Intelligence, Now Assist).

Responsibilities

• Translate platform architecture roadmaps into sprint plans with code quality and standards.
• Lead AI-first automation and drive adoption across ITSM, ITOM, and HRSD workflows.
• Oversee ITOM Discovery configurations, MID Server topology, credentials and CI schedules.
• Partner with CMDB owners to align data with CSDM and ensure clean CMDB hierarchy.
• Drive DevOps, CI/CD, automated testing (ATF) and code reviews.
• Mentor junior engineers and communicate progress, risks, and dependencies to global leadership.

Skills

ServiceNow

ITSM

ITOM

CMDB

CSDM

AI features

Flow Designer

Script Includes

UI Policies

ATF

CI/CD

DevOps

Mentorship

Communication

MID Server

Tools

MID Server

Flow Designer

Now Assist

Virtual Agent

Predictive Intelligence

Job description

About the Role:

Zinnov is Hiring - Tech Lead Development, ServiceNow on behalf of a leading global healthcare and medical technology enterprise establishing its new India Global Capability Center (GCC) in Bengaluru. Technology sits at the core of the organization's global operations, digital transformation, and healthcare innovations

This role is part of the company's establishment of their new India Global Capability Centre (GCC) in Bengaluru, which will drive enterprise technology, digital transformation, and innovation for its global operations, contributing to technology that ultimately helps millions of people around the world.

Why this matters

This role represents a rare opportunity to join the India GCC from its early stages, working alongside global teams, helping establish new capabilities, and contributing to the future of one of the world's largest, most comprehensive companies in its industry.

What you'll do:

In this role, you will work closely with the Technical Architect and cross-functional teams to ensure the ServiceNow roadmap is executed as planned with an AI-first approach. You will lead hands-on development, oversee code quality across core modules, drive AI feature adoption, and act as the technical bridge between enterprise architecture design and sprint-level execution by the engineering team.

Key Responsibilities:

• Technical Delivery & Execution: Translate platform architecture roadmaps into sprint plans, ensuring code quality, reusable design, and compliance with platform coding standards (Business Rules, Script Includes, Flow Designer, Scoped Apps).
• AI-First Automation: Lead adoption of native ServiceNow AI toolsincluding Virtual Agent, Predictive Intelligence, and Now Assist (generative AI)to automate ITSM, ITOM, and HRSD workflows, case summarization, auto-assignment, and self-service.
• ITOM & Discovery Focus: Review and lead development across ITSM and ITOM, taking ownership of Discovery configurations, MID Server topology, credentials, patterns, and CI schedules.
• CMDB & CSDM Maturity: Partner with data/CMDB owners to build out the Common Service Data Model (CSDM), ensuring Discovery outputs feed a clean, well-aligned CMDB hierarchy.
• Quality & DevOps Practices: Drive platform testing automation using ServiceNow ATF (Automated Test Framework) and implement CI/CD, DevOps pipeline integrations, and source control discipline across instances.
• Instance Setup & Migration: Support setup activities for new platform instances and manage the migration of data, configurations, or legacy customizations.
• Leadership & Stakeholder Management: Serve as the first line of technical escalation for developers, mentor junior engineers, and communicate sprint progress, risks, and dependencies clearly to global leadership and business stakeholders.

Skills Required

Must-Have:

• 7 to 10 years of total IT experience, with significant hands-on technical lead or senior developer experience on the ServiceNow platform.
• Strong development experience in ITSM and mandatory hands-on expertise in ITOM Discovery (MID Server setup, patterns, credential management, CI classification).
• Solid understanding of CMDB and CSDM framework concepts to support clean data mapping.
• Practical experience implementing ServiceNow AI features (Virtual Agent, Predictive Intelligence, Now Assist) with an AI-first mindset.
• Strong hands-on proficiency in Flow Designer, Business Rules, Script Includes, UI Policies, and Scoped Applications.
• Working knowledge of ServiceNow ATF for automated testing and CI/CD / DevOps deployment workflows.
• Proven experience leading code reviews, sprint planning, and developer mentorship while remaining hands-on.
• Strong communication skills to articulate technical solutions to business leadership.

Preferred:

• Experience setting up new ServiceNow instances from scratch or performing cross-instance data/configuration migrations.
• Hands-on exposure to ITAM (SAM / HAM) modules.
• Familiarity or exposure to IRM (Risk), SecOps, or OT modules.
• Certifications: CSA, CAD, CIS (Discovery/Service Mapping), or ITIL v4 Foundation.
• Experience operating within a global enterprise / GCC delivery model.