ServiceNow Technical Lead

R1 RCM India is proud to be recognized amongst India's Top 50 Best Companies to Work For™ 2023 by Great Place to Work® Institute. We are committed to transforming the healthcare industry with our innovative revenue cycle management services. Our goal is to ‘make healthcare simpler’ and enable efficiency for healthcare systems, hospitals, and physician practices. With over 30,000 employees globally, we are about 14,000 strong in India with offices in Delhi NCR, Hyderabad, Bangalore, and Chennai. Our inclusive culture ensures that every employee feels valued, respected, and appreciated with a robust set of employee benefits and engagement activities.

Our mission is to be the one trusted partner to manage revenue, so providers and patients can focus on what matters most. Our priority is to always do what is best for our clients, patients, and each other. With our proven and scalable operating model, we complement a healthcare organization’s infrastructure, quickly driving sustainable improvements to net patient revenue and cash flows while reducing operating costs and enhancing the patient experience.

Job Description :

A ServiceNow Development Technical Lead provides technical expertise, architecture, and development for the ServiceNow platform, guiding teams to design, build, and implement scalable solutions, enforce best practices, and ensure high-quality delivery of applications for ITSM, ITOM, and other modules. Key responsibilities include solution design, pro-code development using JavaScript and APIs, integration with other systems, and stakeholder collaboration, along with leading and mentoring development teams.

In this role, the successful candidate will oversee the management and maintenance of the ServiceNow Platform and must be able to act with a sense of urgency and adapt to changing priorities. The candidate should have overall ServiceNow technical skills including experience with Integrations, SPM, ITOM, CSM, ITSM and Asset Management.

Experience with IT Asset Management is must

Duties & Responsibilities

Technical Leadership : Lead the architecture, design, and development of ServiceNow solutions, ensuring adherence to best practices, platform performance optimization, and quality.

Solution Design : Develop end-to-end architecture blueprints for ServiceNow modules like ITSM, ITOM, and SecOps, and translate business requirements into technical solutions.

Development & Implementation : Design, develop, and customize ServiceNow applications, workflows, and user interfaces (Service Portal, Next Experience) using pro-code techniques like JavaScript, Glide APIs, and web technologies.

Integration : Build and maintain integration between ServiceNow and other enterprise systems using REST / SOAP APIs and other web services.

Mentoring & Guidance : Provide technical guidance and training to development teams, fostering a high-performing environment and ensuring effective solution delivery.

Governance & Best Practices : Ensure compliance with ITIL, Agile, and DevOps methodologies, enforce platform governance, security controls, and maintain technical documentation.

Stakeholder Collaboration : Work with business analysts, stakeholders, and program teams to gather requirements and deliver solutions that meet business needs.

Platform Management : Oversee platform maintenance, upgrades, performance optimization, and assist in troubleshooting and support.

Required Skills

Technical Expertise :

Deep understanding of the ServiceNow platform, including ITSM, ITOM, HAM&SAM CSM and SPM modules, along with pro-code development skills (JavaScript, AngularJS, Python).

Architecture & Design :

Strong capabilities in solution design, architecture, and building integrations.

Communication & Leadership :

Excellent communication, problem-solving, and people management skills to effectively lead and influence teams.

Methodologies :

Experience with Agile and DevOps practices, and knowledge of ITIL best practices.

User Experience :

Experience in building user interfaces (Service Portal, Workspaces) to create excellent user experiences.

Education & Experience :

Preferred degree in Computer Science, IT, or a related field, along with extensive experience in IT or ServiceNow development.

Certifications :

ServiceNow Certified Application Developer (CAD) or Certified Technical Architect (CTA) preferred

ITIL 4 Foundation or ITIL 4 MP certification is preferred

Qualifications

Bachelor’s degree in computer science, engineering, or related field

8+ years of proven experience in designing and implementing solutions on the ServiceNow platform

7+ years of experience with writing and reading scripts in ServiceNow using JavaScript : both server and client-side Rules including AJAX, Angular JS, HTML, CSS

7+ years of fundamental understanding of the key technologies relevant to the ServiceNow integration solutions including : SSO, SAML, SSL, Web Services, LDAP, JDBC, ODBC, REST

4-7+ years’ experience with web-based development languages (JavaScript, Angular JS, HTML, CSS, AJAX, HTTP, XML) and developing in Integration Hub and Flow Designer

3-4 years of experience with IT Asset Management processes, maintenance, and development

Exceptional problem-solving skills

Strong analytical and critical thinking skills

Excellent written and verbal communication skills

Proven ability to work well under pressure