Role: Technical Lead – ServiceNow Administrator Experience & Qualification • Bachelor's Degree in Computer Science, IT, or related field • 5–7 years of hands-on experience with ServiceNow platform administration and development • Strong exposure to enterprise ITSM environments Role Overview As a Technical Lead – ServiceNow Admin, you will own the end-to-end administration, customization, and optimization of the ServiceNow platform. You will act as the bridge between business stakeholders and technical teams, translating business needs into scalable, high-quality platform solutions aligned with IT strategy. Primary Responsibilities • Collaborate with stakeholders to gather, analyze, and document business and functional requirements • Translate requirements into technical designs and scalable ServiceNow solutions • Design and implement custom workflows, automations, and platform enhancements • Ensure solutions align with enterprise architecture and IT governance standards Core Responsibilities • Administer, configure, and maintain the ServiceNow platform • Customize applications and modules across: • ITSM (IT Service Management) • ITBM (IT Business Management) • CMDB (Configuration Management Database) • CSM (Customer Service Management) • Configure: • UI policies, forms, and dashboards • Business rules, workflows, and flow designer • Perform system updates, patches, and upgrades with minimal disruption • Manage: • User roles, groups, and access controls • License allocation and optimization Technical & Operational Ownership • Ensure environment consistency across Development, QA, and Production • Maintain release management discipline and deployment governance • Identify system gaps and proactively recommend improvements • Ensure platform stability, performance, and scalability • Support incident resolution and production issues Support & Enablement • Provide end-user support and troubleshooting • Conduct user training and knowledge transfer sessions • Develop and maintain: • Process documentation • Technical documentation • SOPs and best practices Key Competencies • Strong expertise in ServiceNow configuration & scripting (JavaScript) • Deep understanding of ITIL processes • Experience with workflow automation and integrations • Strong problem-solving and analytical mindset • Ability to lead discussions with both technical and non-technical stakeholders Nice to Have • ServiceNow Certifications (CSA, CAD, CIS modules) • Experience with API integrations (REST/SOAP) • Exposure to Agile / DevOps environments