ServiceNow Technical Lead

Houlihan Lokey•New York, NY

42d•$150,000 - $180,000

About The Position

As a ServiceNow Technical Lead, you will be a pivotal member of an empowered product team, jointly accountable for driving significant customer and business outcomes within the ServiceNow domain. Your expertise will ensure that solutions are technically sound, scalable, and of the highest quality. You will continuously push the boundaries of what's possible, leveraging your deep understanding of the ServiceNow platform's capabilities to innovate and deliver exceptional value. We seek a proactive leader and problem-solver with a strong product approach mentality, passionate about transforming complex challenges into seamless experiences. You will contribute a strategic vision, guiding the product's evolution and ensuring alignment with long-term goals. Your strong product approach mentality will ensure that you consistently prioritize user needs and business value, guiding development with a clear vision of the end-user experience. Ultimately, you'll be passionate about transforming intricate systems and processes into intuitive, efficient, and seamless experiences within the ServiceNow platform.

Requirements

5+ years of hands-on experience as a developer or architect on the ServiceNow platform, with expert knowledge in at least one core domain (e.g., CSM, HRSD, ITSM, App Engine).
Proven experience working effectively within a product team structure, collaborating closely with a product manager and designer.
Experience working within an agile, cross-functional team
Demonstrated commitment to continuous discovery and outcomes over outputs, with a track record of designing solutions that yield measurable improvements in customer outcomes (e.g., task success rate, reduced support calls, increased engagement). Proficient in Agile, Scrum, or Kanban methodologies.
Current ServiceNow Certified System Administrator (CSA) and at least one relevant Application Specialist certification (e.g., Certified Application Developer, ITSM Professional).

Nice To Haves

Previous work experience in professional services or similar environment.
Proven experience designing end-to-end solutions on ServiceNow, including data model, security, integrations, and performance optimization.
Demonstrated ability to lead and mentor a team of engineers, driving quality through rigorous code review, comprehensive testing, and automated deployment practices.
Experience working in a enterprise environment or with highly scalable solutions.

Responsibilities

Partner with the Product Manager and Product Designer to jointly own and be accountable for the team's defined business outcomes, not solely feature delivery.
Actively participate in ongoing customer contact and discovery activities, translating user problems and business opportunities into technical options and constraints.
Utilize deep ServiceNow expertise to identify the most feasible, performant, and scalable technical solutions, prioritizing out-of-the-box functionality over customization whenever possible.
Serve as the team's primary assessor for feasibility risk and a key contributor to viability risk, ensuring all proposed solutions can be built and maintained effectively.
Design and guide the implementation of complex solutions on the ServiceNow platform, ensuring alignment with architectural standards for performance, security, and scalability.
Lead the engineering team in applying best practices for ServiceNow development, including CI/CD pipelines, automated testing, version control, and platform maintenance.
Proactively manage technical debt, balancing rapid delivery with long-term sustainability, and prioritizing platform upgrades and health checks.
Remain hands-on with the platform, leading by example in complex development, code reviews, and providing subject matter expertise on integrations (e.g., APIs, third-party systems).
Coach and mentor product engineers on product-centric development, fostering a culture where engineers understand the 'why' behind their work and actively shape solutions.
Act as a technical obstacle remover for the team, resolving complex integration issues and managing technical dependencies with other platform teams.
Champion the organization's principles of Trust over Control and Learning over Failure by encouraging intelligent technical risk-taking, fast prototyping, and leveraging platform capabilities.