ServiceNow Lead

Job Description

ServiceNow Lead - Boston, MA (Hybrid) - $130,000 - $160,000

A leading professional services organization is seeking a hands-on ServiceNow Lead to take ownership of its enterprise ServiceNow environment and help drive the next phase of platform growth, modernization, and governance.

This is a newly created growth hire within a lean, high-impact technology team. The organization currently has a small ServiceNow team in place and is looking for a senior technical leader who can combine deep ServiceNow engineering expertise with strong stakeholder management and vendor leadership capabilities.

The role is approximately 50% hands-on technical delivery and 50% stakeholder engagement, vendor management, and strategic platform leadership.

This opportunity is ideal for someone who enjoys building scalable ServiceNow solutions while also acting as a trusted advisor to leadership and business stakeholders in a highly professional, client-facing environment.

Key Responsibilities:

ServiceNow Platform Leadership
Own the overall health, scalability, and governance of the ServiceNow platform
Lead architectural decisions, platform standards, and implementation best practices
Evaluate and improve existing platform configurations, workflows, integrations, and customizations
Drive an out-of-the-box-first approach while balancing business requirements and long-term sustainability
Partner with leadership to shape the ServiceNow roadmap and future platform strategy
Hands-On Development & Technical Delivery
Design, develop, and support ServiceNow solutions including workflows, automations, integrations, catalog items, and custom applications
Build and maintain integrations with enterprise systems using REST/SOAP APIs, IntegrationHub, MID Server, and related technologies
Work directly within ServiceNow development including JavaScript, scripting, Flow Designer, business rules, client scripts, UI policies, and related platform components
Troubleshoot complex technical issues and review existing implementations for quality, scalability, and performance
Support upgrades, patching activities, testing, and release management
Vendor & Stakeholder Management
Act as the primary point of contact for external ServiceNow implementation partners and vendors
Evaluate current vendor relationships, conduct technical assessments, gather references, and help identify future strategic partners
Lead discussions with business stakeholders, management teams, and end users to gather requirements and prioritize initiatives
Translate technical concepts into business-friendly language for non-technical audiences
Present platform updates, recommendations, and solution proposals to leadership teams
Governance, Security & Best Practices
Establish coding standards, governance processes, and development best practices
Ensure secure platform design including ACLs, RBAC, auditability, and data protection
Support compliance and confidentiality requirements within a professional services environment
Maintain technical documentation, platform standards, and operational procedures
Required Experience
5+ years of hands-on ServiceNow development experience
1–2+ years operating in a technical lead, senior engineer, or platform leadership capacity
Strong experience with:
ServiceNow development
JavaScript
Flow Designer
Service Catalog
Integrations
Workflows and automations
APIs and scripting
Experience leading or reviewing enterprise ServiceNow implementations
Strong communication and stakeholder management skills
Ability to operate in a client-facing, highly professional environment
Experience balancing technical delivery with strategic planning and vendor coordination
Preferred Experience
ServiceNow certifications such as CSA, CAD, CIS-ITSM, CIS-HRSD, or CIS-Discovery
Experience working within legal, financial services, healthcare, or other regulated industries
Experience managing third-party ServiceNow vendors or consulting partners
Familiarity with CI/CD, automated testing, source control, and modern platform governance practices
Experience integrating with enterprise SaaS platforms and identity solutions
What Makes This Opportunity Unique
Newly created, high-visibility role with significant influence on platform direction
Opportunity to shape vendor strategy and improve platform governance from the ground up
Clear path toward future people management responsibilities
Highly collaborative role combining technical leadership with executive and stakeholder engagement
Strong opportunity for long-term growth within a stable, professional organization