Technical Lead ServiceNow Administrator (Gurugram)

Role: Technical Lead ServiceNow Administrator Experience & Qualification - Bachelor's Degree in Computer Science, IT, or related field - 57 years of hands-on experience with ServiceNow platform administration and development - Strong exposure to enterprise ITSM environments Role Overview As a Technical Lead ServiceNow Admin, you will own the end-to-end administration, customization, and optimization of the ServiceNow platform. You will act as the bridge between business stakeholders and technical teams, translating business needs into scalable, high-quality platform solutions aligned with IT strategy. Primary Responsibilities - Collaborate with stakeholders to gather, analyze, and document business and functional requirements - Translate requirements into technical designs and scalable ServiceNow solutions - Design and implement custom workflows, automations, and platform enhancements - Ensure solutions align with enterprise architecture and IT governance standards Core Responsibilities - Administer, configure, and maintain the ServiceNow platform - Customize applications and modules across: - ITSM (IT Service Management) - ITBM (IT Business Management) - CMDB (Configuration Management Database) - CSM (Customer Service Management) - Configure: - UI policies, forms, and dashboards - Business rules, workflows, and flow designer - Perform system updates, patches, and upgrades with minimal disruption - Manage: - User roles, groups, and access controls - License allocation and optimization Technical & Operational Ownership - Ensure environment consistency across Development, QA, and Production - Maintain release management discipline and deployment governance - Identify system gaps and proactively recommend improvements - Ensure platform stability, performance, and scalability - Support incident resolution and production issues Support & Enablement - Provide end-user support and troubleshooting - Conduct user training and knowledge transfer sessions - Develop and maintain: - Process documentation - Technical documentation - SOPs and best practices Key Competencies - Strong expertise in ServiceNow configuration & scripting (JavaScript) - Deep understanding of ITIL processes - Experience with workflow automation and integrations - Robust problem-solving and analytical mindset - Ability to lead discussions with both technical and non-technical stakeholders Nice to Have - ServiceNow Certifications (CSA, CAD, CIS modules) - Experience with API integrations (REST/SOAP) - Exposure to Agile / DevOps environments .