Tech Lead (St.Thomas Mount)

Mitra AI; Chennai District; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Mitra AI is seeking an experienced ServiceNow Technical Lead to design, customize, administer, and extend the ServiceNow platform across multiple modules. The role requires leading technical design, guiding developers, and ensuring best practices while driving AI-powered automation and enhanced user experiences.

Ideal candidates will deliver scalable solutions that improve enterprise workflows and business outcomes, oversee governance, and mentor junior teammates in an Agile or hybrid delivery

Qualifications

• 7+ years hands-on experience with the ServiceNow platform.
• Experience customizing, administering and extending ServiceNow in enterprise environments.
• Proven leadership delivering ServiceNow implementations or major enhancements.
• Strong knowledge of platform architecture, data model, scripting, workflows, and integrations.
• Experience with JavaScript, Glide APIs, Flow Designer, IntegrationHub, and best practices.
• Agile or hybrid delivery experience.

Responsibilities

• Lead design, development, customization, and administration of ServiceNow solutions.
• Translate business requirements into scalable technical solutions aligned with best practices.
• Configure and extend the ServiceNow platform using workflows, client scripts, UI policies, integrations, and custom apps.
• Provide technical leadership for implementations, enhancements, upgrades, and support.
• Oversee governance, instance health, performance optimization, security, and maintainability.
• Design and implement integrations with REST, SOAP, MID Server; drive AI capabilities.
• Collaborate with stakeholders to define roadmaps and delivery priorities.
• Review designs and code for quality, reusability, and standards compliance.
• Mentor junior developers and administrators; guide the team.
• Support release management, testing, defect resolution, and deployments.
• Stay current with ServiceNow features and propose improvements.

Skills

ServiceNow Development

Platform Customization

JavaScript

Flow Designer

IntegrationHub

REST Integrations

AI Enablement

Agile Delivery

Tools

Glide APIs

REST Integrations

MID Server

Job description

We are looking for an experienced ServiceNow Technical Lead with 7+ years of hands‑on experience in designing, customizing, administering, and extending the ServiceNow platform. The ideal candidate will have strong technical expertise across the ServiceNow ecosystem and a proven track record of delivering scalable solutions that improve enterprise workflows and business outcomes. This role requires someone who can lead technical design and implementation, guide developers and administrators, ensure platform best practices, and drive adoption of AI‑powered capabilities within ServiceNow to enhance automation, service delivery, and user experience.

Key Responsibilities

• Lead the design, development, customization, and administration of ServiceNow solutions across one or more modules.
• Translate business requirements into scalable technical solutions aligned with platform best practices.
• Configure and extend the ServiceNow platform using workflows, business rules, client scripts, UI policies, integrations, and custom applications.
• Provide technical leadership for ServiceNow implementations, enhancements, upgrades, and support initiatives.
• Oversee platform governance, instance health, performance optimization, security, and maintainability.
• Design and implement integrations between ServiceNow and third‑party systems using REST, SOAP, MID Server, and other integration methods where applicable. Drive adoption of ServiceNow AI capabilities, including intelligent automation, virtual support, predictive features, and other AI‑driven platform enhancements.
• Collaborate with stakeholders, product owners, architects, and business teams to define solution roadmaps and delivery priorities.
• Review technical designs and code to ensure quality, reusability, and compliance with development standards.
• Mentor junior developers and administrators, and provide technical guidance across the team.
• Support release management, testing, defect resolution, and deployment activities.
• Stay current with current ServiceNow features and recommend improvements that increase platform value and business efficiency.

What Success Looks Like

• Delivering robust, scalable ServiceNow solutions that align with business goals.
• Improving platform adoption and user experience through effective customization and automation.
• Successfully implementing AI‑driven features that enhance productivity and service quality.
• Maintaining a stable, secure, and high‑performing ServiceNow environment.
• Providing technical direction and mentorship that elevates team capability.

REQUIRED COMPETENCIES AND SKILLS

Required Qualifications

• 7+ years of hands‑on experience working with the ServiceNow platform.
• Strong experience in customizing, administering, and extending ServiceNow in enterprise environments.
• Proven experience leading technical delivery for ServiceNow implementations or major enhancement projects.
• Solid understanding of ServiceNow platform architecture, data model, scripting, workflows, and integrations.
• Experience with JavaScript, Glide APIs, Flow Designer, IntegrationHub, and ServiceNow development best practices.
• Demonstrated experience implementing AI features within ServiceNow to improve service management and operational efficiency.
• Strong troubleshooting, problem‑solving, and analytical skills.
• Ability to communicate technical concepts clearly to both technical and non‑technical stakeholders.
• Experience working in Agile or hybrid delivery environments.

Preferred Qualifications

• ServiceNow certifications such as Certified System Administrator (CSA), Certified Application Developer (CAD), or relevant implementation specialist certifications.
• Experience across modules such as ITSM, ITOM, ITAM, CSM, HRSD, SecOps, or custom applications.
• Exposure to platform upgrades, instance strategy, governance, and enterprise‑scale architecture.
• Experience with ServiceNow AI, automation, self‑service, and employee/customer experience improvements.
• Prior experience mentoring teams or acting in a lead or senior developer capacity.

Key Skills

• ServiceNow Development and Administration
• Platform Customization and Configuration
• Technical Leadership
• JavaScript / Glide Scripting
• Flow Designer / IntegrationHub
• REST / SOAP Integrations
• Platform Governance and Best Practices
• AI Enablement within ServiceNow
• Stakeholder Management
• Problem Solving and Mentoring