ServiceNow Tech Lead

Senior · 7+ yrs  |  Remote / hybrid  |  Reports to: ServiceNow Architect  |  Openings: 1

Role Summary

Lead a pod of three ServiceNow developers building the NOC platform. Turn the architecture into working scoped apps, flows, and integrations — and stay hands-on in the code.

Codvo is building a ServiceNow delivery pod for a telecommunications operator that runs a 24/7/365 Network Operations Center (NOC) across North America. The operator is moving off a legacy ITSM platform onto ServiceNow.

The first goal is closed-loop ticketing: bring live network health into the ticket during a customer call, correlate alarms from several sources to the right troubleshooting guide, and trigger log collection and corrective actions in place of manual follow-up. Network KPI data lives in a lakehouse that agents pull by hand today, and a large catalog of network KPIs has no clear mapping to specific faults. You help build the platform and the integrations that close that loop.

What You Will Lead

• Break the architecture into stories for closed-loop ticketing, alarm correlation, and migration work; sequence them across the increment.
• Build and review scoped applications, Flow Designer flows, business rules, and IntegrationHub spokes connecting ServiceNow to the lakehouse, contact center, and NeIO agent layer.
• Own Event Management configuration: event rules, alert correlation, and mapping from network KPIs and alarm sources to troubleshooting guides and incidents.
• Stand up ticket-quality checks: required-data validation, intake quality scoring, and auto-augmentation with site health.
• Stand up Performance Analytics dashboards for real-time NOC views: operational health, KPI trends, and SLA posture.
• Set the developer workflow: branching, update-set or pipeline strategy, code review, ATF tests, and definition of done.

Responsibilities

• Run the day-to-day of a three-developer pod: assign work, unblock the team, review every change, and keep delivery on the PI plan.
• Stay hands-on — write the hard integrations and the reference patterns the team copies.
• Work with the Architect on design and with customer data engineering leads on integration contracts.
• Hold the quality bar through code review and ATF coverage; flag scope and timeline risk early.

First 90 Days

• A working developer pipeline: branching, review, and ATF in place.
• First closed-loop story shipped to a test instance and demoed.
• Reference patterns documented for the pod to reuse.

Must Have

• 7+ years building software; 4+ years hands-on ServiceNow development.
• Strong scripting: server-side and client-side JavaScript, Glide APIs, and scoped application development.
• Flow Designer, IntegrationHub, REST integrations, and inbound/outbound event handling.
• ITOM Event Management configuration, or equivalent alarm and event pipeline work.
• Has led a small team and owned code review and delivery quality.

Nice to Have

• Remedy-to-ServiceNow migration experience.
• Contact center platform integration (NICE InContact, Genesys, or Amazon Connect).
• Databricks or REST-based data lakehouse integration experience.
• ServiceNow AI: AI Agents, Now Assist, NASK skills, and grounding.
• Integrating ServiceNow flows with external AI services via REST and webhooks.
• ServiceNow Virtual Agent and NLU configuration for self-service deflection.
• ServiceNow Knowledge Management module configuration.
• Telecom or NOC domain; hands-on CMDB and CSDM.
• CI/CD for ServiceNow: pipelines and automated testing.

Certifications

• CSA — Certified System Administrator
• CAD — Certified Application Developer

Preferred: 

• CIS — ITOM Event Management
• CIS — CSM or ITSM