Tech Lead - ServiceNow

Role Overview

We are looking for a highly skilled Senior ServiceNow Developer / Technical Lead with strong hands-on development experience in ServiceNow, particularly in Customer Service Management (CSM) and Order Management (OMT). The candidate will develop and enhance ServiceNow applications, implement complex integrations, automate business processes, and provide technical leadership to the development team.

Key Responsibilities

• Perform configuration and customization of the ServiceNow system, including creating workflows
• Build service request fulfilment workflows from customer requirements (requests, request items and tasks) using workflows, UI actions, client scripts, business rules, etc.
• Use scripting tools and ServiceNow functionality to automate rote tasks
• Perform integrations and process automation using Orchestration, Web Services, SOAP calls, etc.
• Gather specifications from business departments and deliver a product or release that meets their needs. Interpret business and functional requirements and write technical specification documentation
• Load, manipulate and maintain data between ServiceNow and other systems as needed
• Work with the business liaison to generate dashboards, home pages, Performance Analytics data collectors and reports as needed
• Analyse user stories and internal procedures in order to improve system capabilities, automate process workflows and address scheduling limitations across ServiceNow releases
• Perform system and integration testing with sample and live data
• (NEW) Configure and support Order Management for Telecom (OMT), covering the flow from customer order to order lines, domain orders (product, service and resource) and order tasks
• (NEW) Build and maintain order decomposition: product-to-template rules and order-task-to-project-task rules, with test orders to prove the results
• (NEW) Integrate with the product catalog and ordering systems through TM Forum Open APIs (TMF620 Product Catalog, TMF622 Product Ordering)

What We Expect

• Authentication protocols such as Active Directory / LDAP, SiteMinder federation or Azure
• Disciplined Agile Delivery software release build/deploy processes
• Integrating with internal and external applications and systems
• JavaScript, HTML, Angular and good web design practices
• Service Portal implementation experience
• Implementation experience on any of HRSD, GRC, SecOps, IRM, CSM, PPM, APM, ITSM, ITOM or Service Portal
• Implementation experience on Performance Analytics
• (NEW) Hands-on experience with ServiceNow Order Management for Telecom (OMT)
• (NEW) Understanding of telecom product, service and resource specifications, and of TM Forum Open APIs (TMF620, TMF622)
• (NEW) Experience building inbound and outbound REST integrations for order data, including validation and duplicate handling.