ServiceNow Tech Lead, Vice President

MUFG•Jersey City, NJ

57d•Hybrid

About The Position

We are seeking a hands-on ServiceNow Technical Lead with 10+ years of platform experience to drive architecture, security, governance, implementation, support and capability maturity across multiple ServiceNow products including IT Asset Management (HAM Pro, SAM Pro), service delivery enablement using orchestration/automation, integrations, and AI-driven capabilities. This role combines technical depth with leadership responsibilities, including managing FTEs and offshore delivery teams, while owning strategy and execution. This individual needs a solution-driven mindset to work through deliverables aligned with organizational needs. Excellent communication and documentation skills are extremely important. If you’re passionate about creating efficient workflows, improving user experiences, and solving complex business challenges, this role is for you. This is a key member of the ServiceNow Engineering team.

Requirements

10+ years ServiceNow experience; 5+ years in a lead/architect role.
Deep technical and functional expertise in ServiceNow ITAM (HAM Pro, SAM Pro), ITSM, IRM, Vulnerability Response and integrations.
Hands-on experience with ServiceNow development: Business Rules, Client Scripts, Script Includes, Flow Designer, UI Policies, ACLs.
Proven ability to design and implement complex integrations (REST/SOAP APIs, orchestration, third-party tools).
Strong knowledge of CMDB/CSDM, data modeling, and service mapping.
Experience with AI features in ServiceNow (Predictive Intelligence, AI Search, Virtual Agent) and automation frameworks.
Proficiency in scripting and programming languages: JavaScript, PowerShell, Python (preferred), and familiarity with backend development (SQL Server).
Experience with cloud integrations (AWS, Azure, OCI) and secure design principles.
Understanding of ServiceNow data model, tables, and relationships.
Excellent communication, stakeholder engagement, and documentation skills.
Leadership experience managing global teams (FTE, onshore, offshore) and mentoring developers.

Responsibilities

Serve as the technical subject-matter-expert, take ownership and collaborate with process/function owners and SMEs across IT to implement and enhance capabilities.
Own ServiceNow product roadmap and delivery, ensuring alignment with enterprise priorities and measurable business outcomes.
Lead architecture and implementation for HAM Pro and SAM Pro, including lifecycle workflows and compliance controls.
Drive integration architecture with third-party tools (e.g., Flexera, cloud platforms, monitoring systems) using REST/SOAP APIs, IntegrationHub, and MID Server.
Champion AI-driven enhancements (predictive intelligence, AI search) and automation initiatives.
Establish and enforce governance, coding standards, and DevOps practices (ATF, CI/CD, instance strategy).
Collaborate with Process Owners, SMEs, and cross-functional teams to translate requirements into actionable solutions.
Mentor and manage global teams (FTE, onshore, offshore), ensuring quality, scalability, and operational excellence.
Monitor platform performance, troubleshoot issues, and deliver executive-ready reports on health and improvement areas.
Design, develop, test implement and support ServiceNow capabilities.
Analyze existing processes and workflows, identifying areas for improvement, consolidation, and enhancements.
Engage in day-to-day operational support and continuous capability improvement.
Engage in on call support as needed.
Maintain adequate operational documentation and reporting.