ServiceNow Tech Lead - ITSM/ITAM Platform & Automation

Are you a hands‑on ServiceNow expert who enjoys leading from the front while building scalable solutions across ITSM and ITAM (HAM Pro/SAM Pro)? Do you thrive in a technical leadership role where you can mentor developers, design enterprise‑grade ServiceNow solutions, and drive platform innovation through automation and integrations?

About the Business

LexisNexis® Risk Solutions provides customers with solutions and decision tools that combine public and industry specific content with advanced technology and analytics to assist them in evaluating and predicting risk and enhancing operational efficiency. We use the power of data and advanced analytics to help our customers make better, timelier decisions.

About the Team

The IT Asset Management (ITAM) and IT Service Management (ITSM) team is responsible for the design, delivery, governance, and continuous improvement of the ServiceNow platform across HAM, SAM, Incident, Major Incident, Problem, Request, Change, DevOps, SPM, and FedRAMP. The team partners closely with ITOM, Architecture, Systems Administration, Security, and other technology teams to deliver scalable, secure, and efficient platform solutions through workflow development, integrations, automation, asset lifecycle management, governance, reporting, and operational process improvement.

As the platform continues to mature, the team is evolving from a primarily implementation‑focused model to a more strategic, product and engineering‑led function, progressing through a “crawl, walk, run” maturity journey focused on expanding feature adoption, enhancing integrations and automation, and driving operational efficiency and business value across the enterprise.

About the Role

We are seeking a hands‑on ServiceNow Software Engineer Lead to act as the technical lead and working manager for our ServiceNow development team, with a strong focus on ServiceNow IT Service Management (ITSM) and IT Asset Management (ITAM), including Hardware Asset Management (HAM Pro) and Software Asset Management (SAM Pro). This is a technical leadership role, not a purely managerial or administrative position. The successful candidate will remain hands‑on with development while leading and mentoring a small team of ServiceNow Software Engineers, ensuring high‑quality engineering and alignment with platform architecture and enterprise standards. You will be responsible for technical leadership, platform engineering, solution design, and development governance, working closely with Architecture, Product Owners, and cross‑functional teams to deliver scalable ServiceNow solutions.

Responsibilities

• Act as the technical lead and primary escalation point for ServiceNow developers.
• Provide hands‑on guidance in development, including Business Rules, Script Includes, Client Scripts, Flow Designer, UI Actions, Service Portal components, Scoped Applications, and APIs.
• Lead code reviews, enforce development standards, and ensure best practices are followed.
• Mentor and coach developers, supporting their technical growth and capability development.
• Manage technical delivery across sprints, ensuring alignment with priorities and capacity.

ServiceNow Development & Engineering

• Design and develop solutions within ServiceNow across ITAM, ITSM, SPM, FedRAMP, NowAssist/AI.
• Develop scoped and global applications aligned to enterprise standards.
• Lead development of ITAM solutions across HAM Pro and SAM Pro, including lifecycle and compliance workflows.
• Troubleshoot complex platform issues and support high‑quality solution delivery.

Architecture Collaboration & Governance

• Work closely with ServiceNow Architecture to design scalable and compliant solutions.
• Contribute to and align with Architecture Decision Records (ADRs).
• Translate architectural designs into actionable development patterns and standards.
• Ensure solutions align with platform roadmap, data models, and governance frameworks.

Technical Ownership

• Provide technical support and leadership for implementations.
• Design and support ITSM and ITAM workflows: asset lifecycle workflows (procure → deploy → retire), normalization and reconciliation rules, and asset‑to‑CI relationships.
• Develop to support compliance, optimization, and governance initiatives.
• Manage and support Threat Modelling and Technical Reviews.

Integration Development

• Design and oversee integrations using REST APIs and IntegrationHub.
• Ensure integrations with discovery tools, endpoint management platforms, procurement systems, and financial systems are scalable and maintainable.
• Provide technical oversight for integration design and troubleshooting.

Platform Quality & Optimization

• Drive adoption of Automated Test Framework (ATF) and automated testing practices.
• Support platform upgrades, patching, and performance tuning.
• Ensure code quality, version control, and deployment governance across environments.
• Maintain technical documentation, standards, and reusable development patterns.

Cross‑Functional Collaboration

• Translate business requirements into scalable technical solutions.
• Partner with teams across the organization (ITAM, ITSM, Security, CCoE, Finance, Infrastructure, and Service Operations teams).
• Act as the bridge between Development, Architecture, and Platform Leadership.

Required Qualifications

• Proven experience with the ServiceNow platform, including a strong understanding of its functionalities and best practices.
• Demonstrated hands‑on experience in ServiceNow development, such as building, customizing, and deploying solutions.
• Proven experience leading or mentoring ServiceNow developers.
• Demonstrated expertise in JavaScript and Glide API.
• Business Rules and Script Includes.
• Flow Designer automation.
• ServiceNow integrations (REST, IntegrationHub).
• Proven development experience in ITAM and ITSM modules.
• Experience designing and maintaining CMDB data models and reconciliation rules.
• Strong understanding of CSDM.
• Experience building custom applications (scoped/global).
• Experience supporting enterprise‑scale ServiceNow environments.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Application Developer (CAD).
• CIS‑ITAM or CIS‑SAM certification.
• Experience with Discovery and Service Mapping.
• Experience leading ServiceNow development teams or technical delivery.
• Experience contributing to architecture design and governance frameworks.
• Experience delivering ITAM transformations or large‑scale platform initiatives.

Working for You

• Medical Inpatient and Outpatient Insurance: Coverage for your healthcare needs.
• Life Assurance Policies: Providing financial security for your loved ones.
• Modern Family Benefits: Support for maternity, paternity, and adoption needs.
• Long Service Award: Recognition for your dedication and loyalty.
• Celebratory Allowance/Gifts: Marking special occasions to celebrate with you.
• Flexible Benefits Plan: Offering you wider choice of services and products.
• Employee Assistance Program: Access support for personal and work‑related challenges.
• Flexible Working Arrangements: Balance work and personal life effectively.
• Access to Learning and Development Resources: Empowering your professional growth.

This job is eligible for an annual incentive bonus. We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.