Platform Team Lead, Digital Platforms

Thrive•Sarasota, FL

About The Position

We are seeking a highly experienced Platform Team Lead (ServiceNow platform) to design, develop, and optimize end-to-end solutions on the ServiceNow platform. In this role you will lead and mentor a team of developers, ensure high-quality and well-documented delivery, and partner closely with service owners, process owners, and cross-functional teams. You will drive solution design, lead requirements sessions, perform code reviews, deliver demos, present at Change Control Boards, and oversee deployments — all while remaining hands-on. Supporting a multi-tenant, domain-separated platform on a 24x7 basis, the role requires deep expertise in ServiceNow architecture, third-party integrations, and full SDLC execution, combined with strong problem-solving skills and a proven ability to enhance platform performance and reliability in complex enterprise environments.

Requirements

7+ years of IT experience, including a minimum of 5 years of ServiceNow development and architecture experience, with a track record of leading end-to-end solution design, custom application development, and developer mentorship.
Deep expertise across ServiceNow ITSM, CSM, CMDB, ITOM, and Domain Separation, including Discovery, Service Mapping, Custom Application development, UI Builder, and Now Assist.
Strong proficiency in JavaScript, Glide API, Business Rules, Client Scripts, UI Policies, Script Includes, Flow Designer, Integration Hub, Service Portal, and platform scripting.
Proven experience integrating ServiceNow with enterprise systems using REST/SOAP, MID Server, JDBC, and modern API frameworks.
Strong working knowledge of core ServiceNow components: Service Catalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge, and Release Management.
Demonstrated track record in platform performance tuning, CMDB/data modeling, Discovery/Service Mapping, and maintaining instance governance.
Experience supporting a multi-tenant, domain-separated platform in a managed-services or enterprise environment.
Strong understanding of upgrade strategies, security models, access controls, and compliance requirements.
Experience with ServiceNow Scoped Applications and custom application development.
Knowledge of MID Server, LDAP, SSO, OAuth, and web services integration.
Experience applying AI or automation to workflows, insights, or decision-making, with the ability to evaluate emerging platform capabilities.
Skilled in Agile/Scrum and DevSecOps practices, with excellent problem-solving, communication, and stakeholder management skills and strong executive presence.
Availability to support a 24x7 platform, including participation in an on-call/pager rotation covering nights and weekends, and willingness to work extended support hours for upgrades, deployments, and critical incidents.
Bachelor's degree in Computer Science, Engineering, or a related field; Master's degree a plus.
ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Application Developer (CAD)

Nice To Haves

ITIL v3/v4 Foundation
ServiceNow Certified Implementation Specialist (CIS) — ITSM (and/or ITOM, HRSD, SPM)
ServiceNow Micro-Certification: Integration Hub Fundamentals
ServiceNow Advanced Administrator or Architect certifications
Additional CIS certifications in Discovery, Service Mapping, Software Asset Management, and Hardware Asset Management

Responsibilities

Lead and mentor the ServiceNow platform team — providing development best practices, technical coaching on scripting, code reviews (including work delivered by partners and internal developers), and enforcement of coding standards and architectural guidelines — while fostering a culture of high performance, collaboration, and continuous learning.
Serve as a hands-on, servant leader, dedicating roughly 50% of time to direct development.
Lead the development lifecycle end to end — requirements gathering, solution design, configuration, customization, testing, documentation, and deployment — using both Agile and Waterfall practices.
Architect and design scalable ServiceNow solutions, translating business, functional, and technical requirements into solution designs, architecture documentation, and ServiceNow roadmaps aligned with platform best practices.
Develop and optimize workflows, service requests, business rules, UI policies, automations, and integrations using Flow Designer, Integration Hub, and scripting; integrate ServiceNow with enterprise systems (e.g., Workday, ADP, ERP, HRIS, and third-party tools) via REST/SOAP, MID Server, and JDBC.
Lead platform upgrades, patches, module rollouts, and custom application development across ITSM, CSM, and other modules.
Maintain and support a domain-separated ServiceNow environment, ensuring proper data segregation, delegated administration, and tenant-level configuration across customer domains.
Ensure 24x7 availability, performance, security, compliance, and governance of the platform — monitoring instance health and usage, troubleshooting complex issues, performing performance tuning, and supporting capacity planning.
Lead proactive monitoring and incident response across the platform, driving rapid resolution of production-impacting issues and maintaining service-level agreements.
Maintain data quality across integrations, including data loads, transformations, and maintenance across connected systems.
Support governance and change processes, including demos, Change Control Board (CCB) presentations, and release planning.
Advise stakeholders on ServiceNow capabilities, limitations, and optimal use, and collaborate with service owners, process owners, solution architects, and delivery managers to deliver high-quality solutions that accelerate digital transformation.
Create technical documentation, requirements definitions, and specifications, and provide stakeholder training as needed.
Stay current with ServiceNow releases and recommend enhancements to maximize platform capability.