COTS- Technical Lead (ServiceNow)

Overview

We are looking for an experienced COTS Technical Lead - ServiceNow to drive implementation, customization, and integration of ServiceNow platforms for global telecom clients. The role involves leading technical delivery, ensuring architectural alignment, and enabling scalable solutions across ITSM, ITOM, CSM, and related modules.

The ideal candidate will combine deep ServiceNow expertise, strong technical leadership, and an understanding of telecom BSS/OSS ecosystems to deliver impactful transformation programs.

Responsibilities

• Lead end-to-end design, development, and deployment of ServiceNow modules and integrations.
• Collaborate with architects, business analysts, and delivery teams to define technical solutions aligned with business needs.
• Oversee configuration, customization, and scripting using ServiceNow best practices.
• Design and manage integrations with external systems (BSS/OSS, ERP, CRM) using REST, SOAP, and APIs.
• Ensure code quality, governance, and platform compliance with organizational standards.
• Guide and mentor developers, ensuring on-time, quality delivery across multiple modules.
• Support ServiceNow upgrades, testing, and performance optimization.
• Stay current with ServiceNow releases and recommend enhancements aligned with customer roadmaps.
  
  
  

• Strong understanding of ServiceNow architecture, configuration, and scripting (JavaScript, Glide API, Flow Designer, Business Rules, Client Scripts, UI Policies).
• Proven experience implementing ITSM, ITOM, ITBM, CSM, or FSM modules.
• Proficiency in IntegrationHub, MID Server, CMDB, Discovery, and API integrations.
• Experience working in Agile / DevOps environments with CI/CD tools (Git, Jenkins).
• Exposure to telecom BSS/OSS processes and COTS product ecosystems preferred.
• • Bachelor’s or Master’s degree in Computer Science, Information Technology, or Electronics Engineering (or equivalent).
    

• ServiceNow Certified System Administrator (CSA) - mandatory.
• ServiceNow Certified Implementation Specialist (ITSM/ITOM/CSM) preferred.
• Certifications in cloud platforms (AWS / Azure) or DevOps tools are an advantage.