ServiceNow Technical Lead | Agile & Digital Transformation

About the Role:

We are seeking a ServiceNow Technical Lead / Solution Architect to support the design, implementation and continuous improvement of ServiceNow solutions within a large enterprise environment.

The role is suited to a technically strong ServiceNow professional who has progressed beyond pure development or configuration and is comfortable contributing to solution design, system integration, platform optimisation and Agile delivery.

Experience with ServiceNow Customer Service Management (CSM) will be highly advantageous.

You will work closely with business stakeholders, Product Owners, developers, vendors and technology teams to translate business requirements into scalable ServiceNow solutions while ensuring alignment with enterprise technology standards.

The role will also involve supporting Agile delivery as a Scrum Master / Agile Lead, helping teams maintain effective delivery practices and continuously improve their ways of working.

Key Responsibilities:

ServiceNow Solution Design

* Support the design and implementation of ServiceNow solutions across enterprise business processes.

* Analyse business and technical requirements and translate them into practical ServiceNow solutions.

* Conduct technical feasibility assessments for new ServiceNow initiatives.

* Provide guidance on configuration, customisation, integrations and platform capabilities.

* Promote ServiceNow best practices and minimise unnecessary customisation.

* Support continuous optimisation of the ServiceNow platform.

* Contribute to solution architecture and technical design documentation.

ServiceNow CSM & Business Process Transformation

* Support the design and enhancement of ServiceNow Customer Service Management solutions.

* Analyse existing business processes and identify opportunities for workflow automation and standardisation.

* Support the migration of suitable workflows from legacy platforms such as SharePoint, Nintex, K2 and other workflow tools into ServiceNow.

* Work with business users to identify opportunities to improve customer and employee experiences.

Integration & Enterprise Applications

* Support integrations between ServiceNow and enterprise applications and SaaS platforms.

* Work with technical teams on API, data and workflow integration requirements.

* Contribute to integration design involving platforms such as SAP, Workday, Oracle, Coupa, Microsoft and other enterprise systems.

* Assist with identifying opportunities to simplify and standardise integrations.

Agile Delivery & Scrum

* Support delivery teams as a Scrum Master / Agile Lead, where required.

* Facilitate Agile ceremonies including sprint planning, daily stand-ups, sprint reviews and retrospectives.

* Work with Product Owners and stakeholders to refine and prioritise the product backlog.

* Help ensure user stories are sufficiently defined for development.

* Identify and remove delivery blockers and dependencies.

* Monitor delivery progress and Agile metrics.

* Encourage continuous improvement and effective Agile ways of working.

ServiceNow AI & Innovation

* Support the evaluation and adoption of emerging ServiceNow AI capabilities.

* Explore opportunities to use Now Assist, AI-powered workflows and automation to improve business processes and user experience.

* Participate in proof-of-concept and innovation initiatives involving ServiceNow AI and enterprise AI platforms.

* Assess opportunities to integrate ServiceNow capabilities with solutions such as Microsoft Copilot and other enterprise applications.

Platform Governance & Quality

* Review ServiceNow configurations and technical solutions to ensure alignment with platform best practices.

* Support instance upgrades, releases and deployment activities.

* Conduct technical reviews of vendor-developed solutions where required.

* Identify opportunities to reduce technical debt and unnecessary customisation.

* Support the optimisation of ServiceNow roles, access controls and platform governance.

* Work within existing licensing and security requirements.

Stakeholder & Vendor Management

* Work closely with business stakeholders, Product Owners, technology teams and implementation partners.

* Provide technical guidance and communicate complex concepts clearly to non-technical stakeholders.

* Review vendor proposals and technical solutions.

* Challenge technical approaches where they do not align with ServiceNow or enterprise architecture best practices.

* Support issue resolution across multiple teams and workstreams.

Requirements:

Essential

* A minimum of 7+ years of experience in technology delivery, with at least 3 years of ServiceNow experience.

* Strong experience with the ServiceNow platform, including configuration, workflows and solution design.

* Experience working as a ServiceNow Consultant, Technical Consultant, Technical Lead, Developer or Solution Architect.

* Good understanding of ServiceNow architecture and integration concepts.

* Experience working with APIs and enterprise system integrations.

* Practical understanding of Agile and Scrum methodologies.

* Experience working with cross-functional technology and business teams.

* Strong analytical, problem-solving and communication skills.

* Ability to translate business requirements into practical technical solutions.

Strongly Preferred

* Experience with ServiceNow Customer Service Management (CSM).

* Experience with ServiceNow Performance Analytics or reporting.

* Experience with workflow migration or business process modernisation.

* Experience with ServiceNow IntegrationHub or similar integration technologies.

* Experience working with enterprise platforms such as SAP, Workday, Oracle, Coupa or Microsoft.

* Experience acting as a Scrum Master, Agile Lead or delivery lead.

* Exposure to ServiceNow AI capabilities such as Now Assist or AI Agent Studio.

* Experience working with external vendors or implementation partners.

What We Are Looking For

We are looking for a hands-on and commercially minded ServiceNow professional who enjoys working across technology, business and delivery.

You do not need to be a pure enterprise architect. We are particularly interested in candidates who have built a strong technical foundation in ServiceNow and have subsequently taken on greater responsibility for solution design, stakeholder engagement, integration and Agile delivery.

The ability to communicate effectively, solve problems independently and work collaboratively with both internal teams and external vendors will be important.

Candidates with ServiceNow CSM experience or experience supporting large-scale ServiceNow transformation programmes will have an advantage.

Write in for a non-obligatory discussion if the above sounds like you!