ServiceNow Technical Lead

KMM Technologies, Inc.; Rockville (MD); On-site; USD 110,000 - 170,000; Full time

Job summary

KMM Technologies, Inc. is seeking a ServiceNow technical leader to develop, administer, and ensure quality across our enterprise platform.

You will translate complex regulatory and operational requirements into scalable technical solutions while maintaining platform integrity through rigorous testing and continuous improvement. In this role you will design configurations, build integrations with enterprise systems, implement AI features, and coach teams on best practices.

Qualifications

• Bachelor's degree in Computer Science, Computer Engineering, or equivalent practical experience.
• 4+ years of IT/software development work experience, including at least 3 years focused on ServiceNow platform development.
• Proven experience with IRM/GRC ServiceNow applications.
• Demonstrated success designing, developing, and deploying at least 2 large-scale projects end-to-end.
• Practical experience following iterative and agile SDLC practices.
• Hands-on experience implementing ServiceNow integrations with other applications/platforms.
• Willingness to learn other SaaS products and expand technical expertise.
• Familiarity with AI concepts and tools.
• Strong communication, collaboration, and problem-solving skills with a customer service orientation.

Responsibilities

• Partner with Product Management and business stakeholders to refine requirements and ensure clarity before development.
• Transform complex business requirements into robust technical specifications for software components and applications.
• Provide guidance considering maintainability, scalability, and compatibility with future upgrades.
• Build and deploy AI features for both existing processes and potentially new tools
• Configure and customize ServiceNow using best practices—balancing functionality with minimal complexity
• Create and modify tables, fields, business rules, UI policies, workflows, and other platform elements
• Design authentication mechanisms, roles, and permissions integrated with our Identity and Access Management platform via automated LDAP sync
• Build integrations between ServiceNow and enterprise systems for seamless data flow and automation using existing iHub spokes or customized REST APIs
• Design and maintain reports, workspaces, dashboards, service portals, and data visualizations
• Provide end users with actionable insights into platform performance and usage
• Conduct comprehensive testing including peer reviews and regression testing
• Develop and troubleshoot Automated Test Frameworks (ATF) to maintain platform reliability
• Participate in testing platform upgrades and patches to ensure business continuity
• Execute timely updates including password rotations, AMI/midserver upgrades, and adaptive maintenance
• Manage change activities within FINRA's JIRA instance, including risk evaluation and approvals
• Orchestrate migrations between instances using update sets or application repository functionality
• Create and maintain documentation for system processes, configurations, and troubleshooting procedures
• Provide training to end-users and stakeholders
• Investigate and resolve platform incidents with the appropriate level of urgency through systematic troubleshooting and root cause analysis (coordinate with ServiceNow support when needed)
• Proactively identify and implement process improvements and optimizations
• Adapt effectively to changing priorities in an evolving environment

Skills

Strong communication

Collaboration

Problem-solving

Customer service orientation

Willingness to learn

Education

Bachelor's degree in Computer Science or Computer Engineering, or equivalent

Tools

ServiceNow platform

IRM/GRC ServiceNow applications

JIRA

Confluence

Miro

Job description

About This Role

As a ServiceNow technical leader responsible for developing, administering, and ensuring quality across our enterprise ServiceNow platform. You'll translate complex regulatory and operational requirements into scalable technical solutions while maintaining platform integrity through rigorous testing and continuous improvement.

What You'll Do

Strategic Development & Design

• Partner with Product Management and business stakeholders to refine requirements and ensure clarity before development
• Transform complex business requirements into robust technical specifications for software components and applications
• Provide guidance considering maintainability, scalability, and compatibility with future upgrades

Platform Configuration & Development

• Build and deploy AI features for both existing processes and potentially new tools
• Configure and customize ServiceNow using best practices—balancing functionality with minimal complexity
• Create and modify tables, fields, business rules, UI policies, workflows, and other platform elements
• Design authentication mechanisms, roles, and permissions integrated with our Identity and Access Management platform via automated LDAP sync
• Build integrations between ServiceNow and enterprise systems for seamless data flow and automation using existing iHub spokes or customized REST APIs

Analytics & Reporting

• Design and maintain reports, workspaces, dashboards, service portals, and data visualizations
• Provide end users with actionable insights into platform performance and usage

Quality Assurance & Maintenance

• Conduct comprehensive testing including peer reviews and regression testing
• Develop and troubleshoot Automated Test Frameworks (ATF) to maintain platform reliability
• Participate in testing platform upgrades and patches to ensure business continuity
• Execute timely updates including password rotations, AMI/midserver upgrades, and adaptive maintenance
• Manage change activities within FINRA's JIRA instance, including risk evaluation and approvals
• Orchestrate migrations between instances using update sets or application repository functionality
• Create and maintain documentation for system processes, configurations, and troubleshooting procedures
• Provide training to end-users and stakeholders
• Investigate and resolve platform incidents with the appropriate level of urgency through systematic troubleshooting and root cause analysis (coordinate with ServiceNow support when needed)
• Proactively identify and implement process improvements and optimizations
• Adapt effectively to changing priorities in an evolving environment

What You'll Bring

Required Qualifications

• Bachelor\'s degree in Computer Science, Computer Engineering, or equivalent practical experience
• 4+ years of IT/software development work experience, including at least 3 years focused on ServiceNow platform development
• Proven experience with IRM/GRC ServiceNow applications
• Demonstrated success designing, developing, and deploying at least 2 large-scale projects end-to-end
• Practical experience following iterative and agile SDLC practices
• Hands-on experience implementing ServiceNow integrations with other applications/platforms
• Willingness to learn other SaaS products and expand technical expertise
• Familiarity with AI concepts and tools
• Strong communication, collaboration, and problem-solving skills with a customer service orientation

Preferred Qualifications

• ServiceNow CSA (Certified System Administrator) or ServiceNow CAD (Certified Application Developer) certifications
• 8+ years of IT/software experience
• Experience evaluating or implementing AI-powered features in enterprise applications
• Experience supporting other SaaS products such as NAVEX, Regology, Icertis, or iManage
• Experience with Agile collaboration tools (JIRA, Confluence, Miro)