ServiceNow Lead Developer

The role provides technical and people leadership, supports Senior Developers with complex issues, and ensures platform stability, operational performance, and effective service delivery across supported tools. Client, Governance & Continuous Improvement: Serve as the primary operational and technical liaison between the client and the Tools team, leading recurring discussions on priorities, projects, service performance, escalations, and upcoming initiatives.

Position Title: ServiceNow Lead Developer
Location: United States Remote
Duration: Long Term Contract
 
Basic Qualifications:

• 5–7+ years of hands-on ServiceNow experience across development, configuration, administration, integrations, automation, troubleshooting, and production support.
• Demonstrated ability to lead, manage, mentor, and develop Senior ServiceNow Developers, including providing technical guidance and directly assisting with complex development and platform issues.
• Experience leading technical teams responsible for ServiceNow and enterprise infrastructure, monitoring, automation, or management tools.
• Strong technical background with the ability to understand, troubleshoot, and provide leadership across the broader Tools portfolio.
• Experience with ServiceNow upgrades, production releases, testing, change management, and platform governance.
• Experience managing SLAs, operational support queues, escalations, and enterprise service delivery.
• Working knowledge of ITIL/ITSM practices.
• Strong client-facing communication, stakeholder management, analytical, and problem-solving skills.
• Experience operating within a complex enterprise or multi-vendor environment.

Preferred Qualifications:

• ServiceNow Certified System Administrator (CSA) and/or Certified Application Developer (CAD).
• Additional ServiceNow and/or ITIL certifications.
• Experience within an MSI/SIAM or multi-vendor service delivery model.
• Experience supporting infrastructure, monitoring, automation, or enterprise management tools.

 
Role and responsibilities:
The Tools Team Lead is a hands-on technical leader responsible for the Tools portfolio, with ServiceNow serving as the primary platform. The role provides technical and people leadership, supports Senior Developers with complex issues, and ensures platform stability, operational performance, and effective service delivery across supported tools.
 
Job description:

• Technical & Platform Leadership:
  • Lead development, configuration, integrations, automation, enhancements, and production support across ServiceNow and supported enterprise tools.
  • Serve as the technical escalation point, working alongside Senior Developers to troubleshoot complex platform, integration, and production issues.
  • Review technical solutions for scalability, security, maintainability, and alignment with platform standards and best practices.
  • Remain technically engaged and provide development, configuration, troubleshooting, and operational support when needed.
  • Lead ServiceNow platform upgrades, including planning, testing, remediation, deployment, and validation to maintain required platform currency.
  • Maintain development standards, technical documentation, operational procedures, and platform governance.
• Team & Service Delivery Leadership:
  • Lead daily team operations, including stand-ups, work prioritization, resource allocation, capacity planning, and removal of delivery impediments.
  • Manage Tools support queues and ensure incidents, requests, enhancements, and operational work are appropriately prioritized, assigned, and resolved.
  • Monitor SLAs, backlog, aging tickets, and escalations and take proactive action to maintain service commitments.
  • Provide people leadership through coaching, technical mentorship, performance management, one-on-ones, career development, and cross-training.
  • Manage On-Call and escalation coverage and provide operational support during staffing gaps when needed to maintain service continuity.
  • Support hiring and onboarding and foster an accountable, collaborative, customer-focused, and technically strong team.
• Client, Governance & Continuous Improvement:
  • Serve as the primary operational and technical liaison between the client and the Tools team, leading recurring discussions on priorities, projects, service performance, escalations, and upcoming initiatives.
  • Communicate platform health, delivery status, SLA performance, dependencies, and escalations to client stakeholders and Capgemini leadership.
  • Provide oversight for production changes and releases, ensuring appropriate implementation, testing, validation, backout planning, and post-implementation review.
  • Lead recurring server and infrastructure audit activities, including evidence coordination and remediation of identified findings.
  • Analyze operational metrics, SLA trends, recurring issues, and queue performance to drive automation, corrective actions, and continuous improvement.