[Hiring] Platform Team Lead @Thrive

Role Description

We are seeking a highly experienced Platform Team Lead (ServiceNow platform) to design, develop, and optimize end-to-end solutions on the ServiceNow platform. In this role you will lead and mentor a team of developers, ensure high-quality and well-documented delivery, and partner closely with service owners, process owners, and cross-functional teams. You will drive solution design, lead requirements sessions, perform code reviews, deliver demos, present at Change Control Boards, and oversee deployments — all while remaining hands-on.

Supporting a multi-tenant, domain-separated platform on a 24x7 basis, the role requires deep expertise in ServiceNow architecture, third-party integrations, and full SDLC execution, combined with strong problem-solving skills and a proven ability to enhance platform performance and reliability in complex enterprise environments.

Responsibilities

• Lead and mentor the ServiceNow platform team — providing development best practices, technical coaching on scripting, code reviews, and enforcement of coding standards and architectural guidelines.
• Serve as a hands-on, servant leader, dedicating roughly 50% of time to direct development.
• Lead the development lifecycle end to end — requirements gathering, solution design, configuration, customization, testing, documentation, and deployment — using both Agile and Waterfall practices.
• Architect and design scalable ServiceNow solutions, translating business, functional, and technical requirements into solution designs, architecture documentation, and ServiceNow roadmaps aligned with platform best practices.
• Develop and optimize workflows, service requests, business rules, UI policies, automations, and integrations using Flow Designer, Integration Hub, and scripting.
• Integrate ServiceNow with enterprise systems (e.g., Workday, ADP, ERP, HRIS, and third-party tools) via REST/SOAP, MID Server, and JDBC.
• Lead platform upgrades, patches, module rollouts, and custom application development across ITSM, CSM, and other modules.
• Maintain and support a domain-separated ServiceNow environment, ensuring proper data segregation, delegated administration, and tenant-level configuration across customer domains.
• Ensure 24x7 availability, performance, security, compliance, and governance of the platform — monitoring instance health and usage, troubleshooting complex issues, performing performance tuning, and supporting capacity planning.
• Lead proactive monitoring and incident response across the platform, driving rapid resolution of production-impacting issues and maintaining service-level agreements.
• Maintain data quality across integrations, including data loads, transformations, and maintenance across connected systems.
• Support governance and change processes, including demos, Change Control Board (CCB) presentations, and release planning.
• Advise stakeholders on ServiceNow capabilities, limitations, and optimal use, and collaborate with service owners, process owners, solution architects, and delivery managers to deliver high-quality solutions that accelerate digital transformation.
• Create technical documentation, requirements definitions, and specifications, and provide stakeholder training as needed.
• Stay current with ServiceNow releases and recommend enhancements to maximize platform capability.

Qualifications

• 7+ years of IT experience, including a minimum of 5 years of ServiceNow development and architecture experience.
• Deep expertise across ServiceNow ITSM, CSM, CMDB, ITOM, and Domain Separation.
• Strong proficiency in JavaScript, Glide API, Business Rules, Client Scripts, UI Policies, Script Includes, Flow Designer, Integration Hub, Service Portal, and platform scripting.
• Proven experience integrating ServiceNow with enterprise systems using REST/SOAP, MID Server, JDBC, and modern API frameworks.
• Strong working knowledge of core ServiceNow components: Service Catalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge, and Release Management.
• Demonstrated track record in platform performance tuning, CMDB/data modeling, Discovery/Service Mapping, and maintaining instance governance.
• Experience supporting a multi-tenant, domain-separated platform in a managed-services or enterprise environment.
• Strong understanding of upgrade strategies, security models, access controls, and compliance requirements.
• Experience with ServiceNow Scoped Applications and custom application development.
• Knowledge of MID Server, LDAP, SSO, OAuth, and web services integration.
• Experience applying AI or automation to workflows, insights, or decision-making.
• Skilled in Agile/Scrum and DevSecOps practices, with excellent problem-solving, communication, and stakeholder management skills.
• Availability to support a 24x7 platform, including participation in an on-call/pager rotation covering nights and weekends.
• Bachelor's degree in Computer Science, Engineering, or a related field; Master's degree a plus.

Requirements

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)

Preferred Certifications

• ITIL v3/v4 Foundation
• ServiceNow Certified Implementation Specialist (CIS) — ITSM (and/or ITOM, HRSD, SPM)
• ServiceNow Micro-Certification: Integration Hub Fundamentals
• ServiceNow Advanced Administrator or Architect certifications
• Additional CIS certifications in Discovery, Service Mapping, Software Asset Management, and Hardware Asset Management