Associate Manager ServiceNow

Company Description

Publicis Re:Sources is at the core of Publicis Groupe, the world's largest communications company. We are the only full-service, end-to-end shared service organization in the industry, enabling Groupe agencies to do what they do best: innovate and transform for their clients.

Formed in 1998 as a small team to service a few Publicis Groupe firms, Publicis Re:Sources has grown to 6,000+ employees in over 55 countries. We provide technology solutions and business services, including finance, accounting, legal, benefits, procurement, tax, real estate, treasury and risk management, information security, and global mobility - supporting 110,000+ employees across the Publicis Groupe network. Our people are at the center of everything we do, bringing curiosity, collaboration, and a commitment to excellence to their work every day.

Learn more about Publicis Re:Sources and the Publicis Groupe agencies we support at publicisresources.com

Overview

Job Title: Team Lead ServiceNow

Location: Gurgaon , Pune , Bengaluru

We are seeking a highly experienced and self-driven Lead ServiceNow Developer to join our global ServiceNow Platform team. This role requires an individual who can independently drive design, development, and delivery of complex ServiceNow solutions with minimal supervision while collaborating with architects, business stakeholders, product owners, and support teams across multiple geographies.

The ideal candidate will possess deep ServiceNow platform expertise, strong technical leadership skills, and the ability to translate business requirements into scalable, maintainable solutions. The individual will serve as a technical lead for strategic platform initiatives and mentor junior developers while ensuring adherence to platform governance, security, and development standards.

Responsibilities

Technical Leadership

• Lead the design, development, and deployment of ServiceNow solutions across multiple modules.
• Serve as the primary technical lead for complex platform enhancements and transformational initiatives.
• Provide technical direction and establish development standards, best practices, and code quality guidelines.
• Conduct architecture reviews, design reviews, and code reviews.
• Mentor developers and support capability growth across the platform team.

Solution Development

• Independently analyze business requirements and translate them into scalable technical solutions.
• Develop and maintain custom applications, workflows, integrations, and automation capabilities.
• Configure and customize ServiceNow using:
• Flow Designer
• Integration Hub
• Business Rules
• Script Includes
• UI Policies
• Client Scripts
• Catalog Items
• Record Producers
• Service Portal
• Agent Workspace

Platform Engineering

• Design and implement enterprise-grade integrations leveraging REST, SOAP, MID Server, and Integration Hub.
• Support platform upgrades, patch management, and release deployments.
• Optimize platform performance, maintainability, and scalability.
• Drive technical debt reduction and platform modernization initiatives.

Collaboration & Delivery

• Partner with Business Analysts, Architects, and Business Stakeholders to define solutions.
• Lead technical workshops and solution discussions.
• Provide effort estimates and delivery planning support.
• Support production incident resolution and root cause analysis.

Governance & Compliance

• Ensure solutions align with enterprise architecture standards and ServiceNow best practices.
• Follow security, audit, compliance, and change management processes.
• Contribute to platform documentation, knowledge management, and operational excellence initiatives.

Required Experience

• 10+ years of software development experience.
• 8+ years of hands-on ServiceNow development experience.
• Proven experience leading enterprise-scale ServiceNow implementations.
• Strong experience working independently with globally distributed teams.
• Demonstrated ability to own technical delivery from requirements through deployment.
• Experience operating in Agile delivery environments.

Required Technical Skills

ServiceNow Platform

Strong hands-on experience in:

• ITSM
• CMDB
• Service Catalog
• Knowledge Management
• Incident Management
• Change Management
• Request Management
• Discovery
• Asset Management

Development Skills

• JavaScript
• Glide APIs
• Scripted REST APIs
• ServiceNow Scoped Applications
• Flow Designer
• Integration Hub
• Service Portal
• UI Builder
• Agent Workspace

Integrations

• REST APIs
• SOAP APIs
• OAuth
• SSO/SAML
• Azure AD Integration
• Microsoft ecosystem integrations
• Third-party SaaS integrations

DevOps & Release Management

• Source Control Integration
• Update Sets
• CI/CD Pipelines
• Automated Testing Framework (ATF)
• Git-based development practices

Preferred Experience

Experience in one or more of the following ServiceNow solutions:

• Customer Service Management (CSM)
• IT Service Management (ITSM)
• Security Operations (SecOps)
• Mobile

Experience with:

• Generative AI and ServiceNow AI capabilities
• Predictive Intelligence
• Virtual Agent
• Enterprise-scale platform governance

Leadership Competencies

The successful candidate will demonstrate:

• Strong ownership mentality
• Ability to work independently with minimal direction
• Excellent problem-solving and troubleshooting capabilities
• Strong communication and stakeholder management skills
• Ability to challenge requirements and propose better solutions
• Commitment to quality, security, and platform best practices
• Ability to mentor and elevate team performance

Qualifications

Education & Certifications

Required

• Bachelor’s degree in computer science, Information Systems, Engineering, or related field

Preferred ServiceNow Certifications

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

Highly Desirable

• Certified Implementation Specialist (CIS) - ITSM
• CIS - CSM
• ServiceNow Certified Technical Architect (CTA) journey candidate