Lead ServiceNow Developer

Roles & Responsibilities Income Insurance is seeking a highly experienced and strategic Lead ServiceNow Developer to spearhead our ServiceNow initiatives across BAU support, enhancements, and new project implementations. This leadership role is pivotal in maximizing the capabilities of our ServiceNow platform—ITSM, ITOM and ServiceNow Protected Platform—to drive operational efficiency, automation, and superior end-user experience. The ideal candidate will lead a small team of developers, collaborate with cross-functional IT teams, and ensure seamless integration with upstream and downstream systems. You will play a key role in shaping our ServiceNow roadmap, leveraging AI capabilities, and continuously improving workflows to support our company's growth and digital transformation. KEY RESPONSIBILITIES Lead and mentor a team of ServiceNow developers in BAU support, platform enhancements, and project implementations. Drive strategic optimization of ServiceNow ITSM and ITOM modules to align with business goals and improve operational efficiency. Champion workflow automation using Flow Designer, scripting, and ServiceNow AI capabilities to streamline processes and reduce manual effort. Oversee and enhance Discovery configurations , ensuring accurate CI population and effective mapping of infrastructure and cloud environments and Service mapping. Design, implement, and maintain integrations with upstream and downstream IT systems using REST/SOAP APIs. Customize and manage the Employee Center portal, CAB Workbench, and user interfaces to improve usability and end-user experience. Ensure platform reliability through proactive monitoring, performance tuning, and timely resolution of issues and defects. Collaborate with IT support teams to improve service delivery, reduce turnaround times, and enhance support workflows. Implement and continuously improve core ITSM workflows including Incident, Problem, Change, and Service Request Management. Manage platform components such as Scheduled Jobs, Script Includes, Business Rules, and automation scripts to support scalable operations. Design and publish dashboards and reports to provide visibility into performance metrics and support data-driven decision-making. Engage with stakeholders and product owners to understand business needs and deliver maintainable, scalable solutions. Stay current with ServiceNow best practices , especially in AI, automation, and platform capabilities relevant to your subscribed modules. Promote a culture of continuous improvement , leveraging user feedback and analytics to enhance platform functionality and user satisfaction. Requirements: Bachelor's degree in Computer Science, Information Technology, or related field with relevant ServiceNow training in ITSM, Discovery, and scripting modules Minimum of 5 years of hands-on experience in ServiceNow development. Proven track record with ServiceNow ITSM modules and Discovery implementation. Experience with form customization, API integration, and dashboard/report creation. Demonstrated experience in troubleshooting platform issues and scripting errors. ServiceNow Certified System Administrator (CSA) is required. ServiceNow Certified Implementation Specialist is preferred. ITIL Foundation certification – desirable. Strong problem-solving and analytical skills. Proactive approach to continuous improvement and platform reliability. Effective communication with technical and non-technical stakeholders. Ability to lead, work independently and manage priorities in a fast-paced environment. Tell employers what skills you have DesignerTroubleshootingAnalytical SkillsSOAPScriptingJavaScriptInformation TechnologyPerformance TuningREST APIsITILServiceNowAPI