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