Service Now Tech Lead

• Lead the end-to-end design and technical delivery of ServiceNow implementations across modules such as ITSM, GRC.
• Define and enforce coding standards, technical design patterns, and development best practices.
• Architect complex workflows, integrations, and customizations using Flow Designer, JavaScript, and REST/SOAP APIs.
• Provide technical oversight to a team of developers and ensure high-quality deliverables through reviews and mentorship.
• Translate business and functional requirements into robust technical solutions with scalability and maintainability in mind.
• Should be able to guide team during ServiceNow version upgrades.
• Coordinate with stakeholders, architects, and project managers to ensure successful delivery.
• Participate in solution governance, security reviews, and compliance initiatives.
• Develop and communicate a clear vision for the Service Now Product / Services & work-flows that are aligned to the overall HSBC & Cybersecurity Service Management vision, values and goals, and inspires and engages people to create an inclusive, high performing, customer-centered culture.
• Set goals/objectives, share best practice and manage, monitor, coach and develop leaders/team members and others to ensure that they maximize their performance, meet the required standards, and continuously develop their capabilities and experience.
• Lead and encourage constructive cross-country and cross-business teamwork by demonstrating collaboration and matrix management in action and taking prompt action to address any activities and behaviors that are not consistent with HSBC's diversity policy and/or the best interests of the business and its customers.

Functional Knowledge & Skills

• Expert experience in Service Now Product / application development
• Demonstrated experience designing and implementing product strategy
• Demonstrated experience designing and developing process-based solutions
• Demonstrated experience building user case processes and workflows
• Ability to transform Business Requirement into Business Process, End to End experience of ServiceNow -based application design and implementation
• Well versed with class hierarchy, Updateset set hierarchy, data layer, flows, UI Action /policy, deployment, Integration, SOAP Service, implementation in ServiceNow
• Development methodologies like SDLC, Safe AGILE, DevOps etc.
• Expert in operations management from design to implementation
• 8–10 years of hands-on experience in ServiceNow development and lead roles.
• Deep understanding of the ServiceNow platform including custom application development and system integrations.
• Proficient in scripting (JavaScript, Glide), integration technologies (REST/SOAP), and Flow Designer.
• Experience managing ServiceNow upgrades and lifecycle activities.
• ServiceNow certifications: CSA (mandatory), CAD, and at least one advanced domain certification (e.g., ITSM, GRC).