ServiceNow Lead

ServiceNow Lead – Boston, MA (Hybrid) – $130,000 – $160,000

A leading professional services organization is seeking a hands-on ServiceNow Lead to take ownership of its enterprise ServiceNow environment and help drive the next phase of platform growth, modernization, and governance.

This is a newly created growth hire within a lean, high-impact technology team. The organization currently has a small ServiceNow team in place and is looking for a senior technical leader who can combine deep ServiceNow engineering expertise with strong stakeholder management and vendor leadership capabilities.

The role is approximately 50% hands-on technical delivery and 50% stakeholder engagement, vendor management, and strategic platform leadership.

This opportunity is ideal for someone who enjoys building scalable ServiceNow solutions while also acting as a trusted advisor to leadership and business stakeholders in a highly professional, client-facing environment.

Key Responsibilities:

ServiceNow Platform Leadership
• Own the overall health, scalability, and governance of the ServiceNow platform
• Lead architectural decisions, platform standards, and implementation best practices
• Evaluate and improve existing platform configurations, workflows, integrations, and customizations
• Drive an out-of-the-box-first approach while balancing business requirements and long-term sustainability
• Partner with leadership to shape the ServiceNow roadmap and future platform strategy

Hands-On Development & Technical Delivery
• Design, develop, and support ServiceNow solutions including workflows, automations, integrations, catalog items, and custom applications
• Build and maintain integrations with enterprise systems using REST/SOAP APIs, IntegrationHub, MID Server, and related technologies
• Work directly within ServiceNow development including JavaScript, scripting, Flow Designer, business rules, client scripts, UI policies, and related platform components
• Troubleshoot complex technical issues and review existing implementations for quality, scalability, and performance
• Support upgrades, patching activities, testing, and release management

Vendor & Stakeholder Management
• Act as the primary point of contact for external ServiceNow implementation partners and vendors
• Evaluate current vendor relationships, conduct technical assessments, gather references, and help identify future strategic partners
• Lead discussions with business stakeholders, management teams, and end users to gather requirements and prioritize initiatives
• Translate technical concepts into business-friendly language for non-technical audiences
• Present platform updates, recommendations, and solution proposals to leadership teams

Governance, Security & Best Practices
• Establish coding standards, governance processes, and development best practices
• Ensure secure platform design including ACLs, RBAC, auditability, and data protection
• Support compliance and confidentiality requirements within a professional services environment
• Maintain technical documentation, platform standards, and operational procedures

Required Experience
• 5+ years of hands-on ServiceNow development experience
• 1–2+ years operating in a technical lead, senior engineer, or platform leadership capacity
• Strong experience with:
• ServiceNow development
• JavaScript
• Flow Designer
• Service Catalog
• Integrations
• Workflows and automations
• APIs and scripting
• Experience leading or reviewing enterprise ServiceNow implementations
• Strong communication and stakeholder management skills
• Ability to operate in a client-facing, highly professional environment
• Experience balancing technical delivery with strategic planning and vendor coordination

Preferred Experience
• ServiceNow certifications such as CSA, CAD, CIS-ITSM, CIS-HRSD, or CIS-Discovery
• Experience working within legal, financial services, healthcare, or other regulated industries
• Experience managing third-party ServiceNow vendors or consulting partners
• Familiarity with CI/CD, automated testing, source control, and modern platform governance practices
• Experience integrating with enterprise SaaS platforms and identity solutions

What Makes This Opportunity Unique
• Newly created, high-visibility role with significant influence on platform direction
• Opportunity to shape vendor strategy and improve platform governance from the ground up
• Clear path toward future people management responsibilities
• Highly collaborative role combining technical leadership with executive and stakeholder engagement
• Strong opportunity for long-term growth within a stable, professional organization