Help Desk

Overview

• Lead technical design, development, and delivery of enterprise service management solutions on ServiceNow platform.
• Collaborate with product owners and stakeholders to translate requirements into scalable, secure, and maintainable solutions.
• Focus on modernizing workflows, improving data quality, and increasing automation through innovative approaches.
• Ensure solutions remain resilient and portable across various service management platforms.
• Mentor and coach engineers to enhance team capabilities and ensure high-quality delivery.
• Drive innovation by identifying opportunities for AI integration and process improvement.
• Maintain governance and reliability standards to ensure platform performance and stability.
• Work on-site four days per week to collaborate effectively with the team.

Key Responsibilities & Duties

• Serve as the technical authority for the service management platform, leading solution design and delivery.
• Develop and maintain architecture artifacts, integration patterns, and governance guardrails.
• Provide hands-on development and enforce engineering standards to ensure quality and maintainability.
• Mentor developers and admins, enhancing team capabilities through coaching and reviews.
• Lead platform governance, including instance strategy, configuration controls, and release management.
• Define and evolve core data standards and drive CMDB/service modeling practices.
• Identify and deliver AI use cases to improve enterprise workflows and automation.
• Ensure migration readiness and evaluate alternative platforms as needed.

Job Requirements

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field required.
• ServiceNow CSA certification strongly preferred; additional certifications are a plus.
• Minimum 8 years of relevant technical experience, including 4+ years of ServiceNow platform expertise.
• Proven experience designing and implementing enterprise workflows, integrations, and data models.
• Strong knowledge of ITSM/ESM processes and ServiceNow architecture and development patterns.
• Expertise in platform governance, release management, and upgrade readiness.
• Proficiency in scripting, debugging, and performance-aware development.
• Innovative mindset with experience applying AI/automation to workflows.