What are the responsibilities and job description for the ServiceNow Platform Lead position at HCLTech?
Key Responsibilities
- Lead and manage ServiceNow platform operations and delivery initiatives
- Handle critical escalations, participate in governance calls, and drive resolution with a solution-oriented approach
- Provide strategic consulting to clients on roadmaps, best practices, and new requirements
- Manage distributed teams across geographies and time zones
- Oversee implementation, administration, configuration, and development of ServiceNow modules
- Drive custom development involving scripting, workflows, and platform customization
- Design and develop core applications: Incident, Problem, Change, Service Catalog, and Workflows
- Implement automation and orchestration solutions
- Integrate ServiceNow with external systems using REST/SOAP APIs and web technologies
- Ensure Agile delivery using Scrum methodologies
Required Skills & Experience
- 15 years total IT experience with 10 years in ServiceNow
- Strong hands-on experience in:
- ServiceNow development & scripting (JavaScript, AngularJS)
- Platform configuration, customization, and deployment
- Expertise in:
- ITSM modules (Incident, Problem, Change, Catalog)
- Integration technologies (REST/SOAP, XML, JSON, HTTP)
- Proven experience in team leadership and stakeholder communication
- Strong exposure to Agile/Scrum delivery models
- Excellent problem-solving and escalation handling skills
- Flexibility to work in rotational/night shifts
Preferred Qualifications
- Knowledge of ITIL and CMDB/Configuration Management
- Experience with:
- Scoped applications, Virtual Agent, Performance Analytics
- ATF, Predictive Intelligence, Agent Workspace, Mobile apps
- Understanding of networking fundamentals (TCP/IP, ports, firewalls)
- Strong presentation and communication skills
- Experience in:
- Business rules, UI policies/actions, ACLs, workflows, catalog items
- ServiceNow Certifications (Mandatory): CSA / CIS
- Good to have: ITIL / CAD / CTA
Disclaimer
HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to for investigation.
Compensation and Benefits
A candidate s pay within the range will depend on their work location, skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.
Salary : $80,000 - $120,000