Lead ITSM Developer

ServiceNow Technical Lead – ITSM & CMDB

Location: Manhattan, New York

Working Pattern: On-site, 4 days per week

Employment Type: Full-time

About the Role

Our client is looking for an experienced ServiceNow Technical Lead to join their team in New York and take a key technical role in the delivery and ongoing ownership of our ServiceNow platform.

This is an exciting opportunity to join during a greenfield ServiceNow implementation , working closely with their implementation partner and internal IT stakeholders to establish a scalable, well-governed ServiceNow environment from the ground up.

The successful candidate will bring strong hands-on ServiceNow development expertise, with particular strength across ITSM, CMDB, Flow Designer and reporting . You will provide technical direction, challenge and oversight throughout the implementation and ultimately become a key internal owner of the platform as we transition from implementation into ongoing development and optimisation.

This is a hands-on role for someone who enjoys combining technical delivery with problem-solving, stakeholder engagement and platform strategy.

Key Responsibilities

• Provide technical leadership and hands-on expertise across the ServiceNow platform.
• Work closely with EY and other implementation partners to deliver a successful greenfield ServiceNow implementation.
• Design, develop and configure ServiceNow solutions across core ITSM processes , including Incident, Problem, Change and Request Management.
• Take a leading role in the design, implementation and ongoing governance of the ServiceNow CMDB .
• Develop and maintain workflows and automation using ServiceNow Flow Designer .
• Provide technical input into ServiceNow architecture, configuration, integrations and platform design.
• Review and challenge partner-delivered solutions to ensure they align with ServiceNow best practice, business requirements and long-term maintainability.
• Develop dashboards, reports and performance metrics to provide meaningful insight into IT service performance.
• Support integrations between ServiceNow and other enterprise platforms and technologies.
• Work with IT and business stakeholders to understand requirements and translate them into effective ServiceNow solutions.
• Help establish platform standards, development practices, governance and documentation.
• Support the transition from implementation to an internally owned and managed ServiceNow platform.
• Identify opportunities to improve automation, self-service, user experience and IT service delivery.
• Provide ongoing development, enhancement and technical support for the ServiceNow platform following implementation.

About You

You will be an experienced ServiceNow professional with strong hands-on development experience and a solid understanding of ITSM processes and the ServiceNow platform.

You will be comfortable working at both the technical and stakeholder level, able to get into the detail of a solution while also communicating clearly with senior stakeholders, implementation partners and wider IT teams.

You will ideally have experience working on greenfield ServiceNow implementations and understand the considerations involved in establishing a platform that can scale and evolve over time.

Essential Experience

• Strong hands-on experience developing and configuring ServiceNow .
• Strong knowledge of ServiceNow ITSM , including Incident, Problem, Change and Request Management.
• Strong practical experience with ServiceNow CMDB .
• Experience designing and developing workflows using Flow Designer .
• Experience creating ServiceNow reports and dashboards .
• Experience with ServiceNow integrations and enterprise systems.
• Understanding of ServiceNow platform architecture, configuration and development best practices.
• Experience working with implementation partners, consultants or third-party vendors.
• Strong communication and stakeholder management skills.
• Ability to understand business requirements and translate them into robust technical solutions.

Desirable Experience

• Experience delivering a greenfield ServiceNow implementation .
• Experience with CSDM and CMDB governance.
• ServiceNow certifications such as Certified System Administrator, Certified Application Developer or Implementation Specialist .
• ITIL v4 certification or strong understanding of …