Role: ServiceNow Technical Lead
Job Type: Fixed Term
Location: UK
Number of hours: 40 hours per week – full time
Ready to utilize your experience and expertise in ServiceNow Tech lead? We have an exciting role for you ServiceNow Tech lead! Careers at TCS: It means more. TCS is a purpose‑led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.
- Leads hands‑on delivery across ITSM and non‑ITSM workflows, stabilizing BAU operations while progressively automating approval‑heavy and manual processes that drive incident volumes.
- Executes CMDB and data quality improvements, supporting Discovery stabilization, reconciliation, and CI completeness to directly enable Operational Resilience and trusted management reporting.
- Owns technical BAU governance, leading RCA, managing ServiceNow HI interactions, supporting upgrade testing, and providing clear, evidence‑based updates through weekly cadence calls and monthly service reviews.
The Role
Provide hands‑on technical leadership for day‑to‑day platform support, enhancements, incidents, and small changes, translating architectural direction into high‑quality, compliant, and upgrade‑safe ServiceNow solutions across ITSM and non‑ITSM domains within a highly demanding ecosystem for one of our esteemed customer operating out of UKI in life assurance, pensions and long‑term savings business domain.
Your responsibilities:
- Lead day‑to‑day technical delivery across incident, problem, change, enhancement, and small change services.
- Understand Architecture Solution for the implementation or maintenance of ServiceNow platform.
- Work with Architect and customers for the technical requirements, document them, play back and baseline.
- Provide hands‑on configuration and development aligned to approved architecture and OOTB standards.
- Develop a design aligned with the Architecture (if applicable) and technical requirements.
- Lead a team of ServiceNow developers, web designers, integration SMEs and QA analysts to build and deploy the applications meeting the customer requirements.
- Perform Sprint activities (if agile) with the customer and the team.
- Estimate effort, Work with the product sponsor to prioritize the user stores.
- Advise Best Practices and provide technical solutions and/or workaround for the issues/requirements.
- Track and share the status of sprint / user stories across all the stated process areas i.e. ITSM, ITOM, CMDB, IRM, BCM, S2P, TPRM, Supplier Portal.
- Identify and manage risks and challenges.
- Ensure the quality deployment of the product as per the design.
- Ensure the security, resilience of the components as per the design.
- Own technical triage and resolution for ITSM and non‑ITSM workflows, including RCA for repeat and high‑severity incidents across all the stated process areas i.e. ITSM, ITOM, CMDB, IRM, BCM, S2P, TPRM, Supplier Portal.
- Deliver small and medium enhancements (as defined contractually), ensuring quality, documentation, and testing standards are met.
- Translate business requirements into well‑defined technical stories, balancing effort vs. value.
- Evaluate and identify the opportunities for continuous improvement in Delivery and/or in Design.
- Design technical solutions based on customer requirements and convert to functional specifications.
- Maintains and reviews license Data in ServiceNow and proactively report on the compliance slippage.
Your Profile
Essential skills/knowledge/experience:
- Experienced in ITIL Process Definition, integration solutions, understanding Architecture solution.
- Experience in ServiceNow custom application design and development.
- Expertise ServiceNow deployments, ITSM migrations, upgrades, integration with other third‑party tools, orchestration expertise.
- Experience on ITSM, ITOM, CMDB, IRM, BCM, S2P, TPRM, Supplier Portal.
- Experience in supporting the development team and customization of the ServiceNow ITxM and Non‑ITxM solutions:
- IT Service Management
- IT Operations Management
- Intergated Risk Management
- Third Party Risk Management
- Business Continuity Management
- Source 2 Pay
- Rest API, Workflow Data Fabric and Knowledge Graph based integration experience with different external systems.
- Hands‑on experiences creating Integration frameworks leveraging i‑Hub connectors with proper configuration.
- Strong work experience and associated for projects like Support, Maintenance, Migration, Product Upgrades, Integrations and Implementations.
- Very good ITIL process knowledge and ability to evaluate and bring out the correlations and impacts with respect to customer requirements and ITIL / industry standards.
- Certified with ServiceNow Systems Administrator, along with mainline certifications preferably on ITSM, ITOM along with process‑based certifications on ITIL V3 and V4 (preferred).
- Experience in ServiceNow custom application design and development.
- Evaluate the tool stability and performance and provide recommendations.
- Abilities to manage conflicts that may arise with customers and/or TCS internal stakeholders.
Diversity, Inclusion and Wellbeing
We welcome and embrace diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role. As a Disability Confident Employer, we offer an interview to applicants with disabilities or long‑term conditions who meet the minimum criteria for the role.
Benefits
TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop, phone, access to extensive training resources and discounts within the larger Tata network.
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