ServiceNow L3 developer/Architect

Zoho; United States; On-site; USD 140,000 - 190,000; Full time

Job summary

TriluxTech is seeking a ServiceNow Strategy & Team Lead to drive platform strategy, delivery excellence, and customer success. This is a hands-on technical leadership role balancing enterprise governance with deep technical execution to ensure the platform is scalable, optimized, and aligned with business outcomes.

You will own end-to-end design, oversee integrations, upgrades, and UX improvements, mentor developers and admins, and act as the primary customer interface.

Qualifications

• 6+ years hands-on ServiceNow experience (ITSM, ITOM, HRSD, etc.).
• Strong customer-facing experience and stakeholder management.
• CSA certification is required; CIS/CAD preferred.

Responsibilities

• Own and prioritize incidents, requests, and enhancements aligned to SLAs.
• Lead ServiceNow developers and admins; ensure high-quality delivery.
• Oversee end-to-end ServiceNow design, governance, and platform upgrades.
• Drive automation, integration, and platform health.
• Provide concise reporting and leadership updates.

Skills

Leadership

Customer facing

Communication

Stakeholder management

Tools

ServiceNow configuration

Scripting

Integrations (REST/SOAP)

Job description

The ServiceNow Strategy & Team Lead drives platform strategy, delivery excellence, and customer success while leading a high-performing ServiceNow team. This is a hands-on technical leadership rolethat balances enterprise governance with deep technical execution—ensuring the platform is scalable, optimized, and aligned with business outcomes.

Key Responsibilities

Delivery & Work Management

• Own and prioritize incidents, requests, and enhancements aligned to business SLAs
• Ensure high-quality, on-time delivery across all ServiceNow workstreams
• Lead, mentor, and manage ServiceNow developers and admins
• Allocate work based on skills, capacity, and priorities
• Act as primary customer interface
• Translate business needs into scalable platform solutions
• Provide proactive updates and drive customer satisfaction

Technical Leadership & Platform Ownership

Solution Design & Governance

• Oversee end-to-end ServiceNow solution design and implementation
• Ensure adherence to best practices, scalability, and platform standards
• Act as L3 escalation for complex issues
• Debug script includes, business rules, and integration failures impacting global operations

Automation & Integration

• Lead integrations using Service Graph Connectors (SolarWinds, Intune, Jamf)
• Drive CMDB automation and reduce manual operational effort

Employee Experience (UX/UI)

• Deliver modern UI via Employee Center (ESC)
• Oversee widget development and CSS for consumer-grade experiences

Platform Governance & Lifecycle

• Own platform upgrades (e.g., Zurich release)
• Manage skipped records, regression testing, and stabilization
• Define and manage clone-back and backup strategy
• Ensure non-prod environments remain aligned with Production
• Drive automation, workflow optimization, and platform enhancements

Operations & Reporting

• Track KPIs, delivery metrics, and team performance
• Provide concise reporting and actionable insights to leadership

Qualifications

Experience

• 6+ years on ServiceNow (ITSM, ITOM, HRSD, etc.)
• Strong customer-facing experience

Certifications

• CSA (required) | CIS / CAD (preferred)

Technical Skills

• ServiceNow configuration, scripting, integrations (REST/SOAP)

Core Competencies

• Leadership with hands-on execution
• Strong problem-solving and ownership mindset
• Excellent communication and stakeholder management
• Ability to operate in fast-paced, enterprise environments

A hands-on technical leaderwho bridges strategy and execution—owning platform health, scalability, and cost efficiency while actively contributing to solution design, development, and complex problem-solving