The ServiceNow Technical Lead is a hands on individual contributor responsible for providing senior level design guidance, configuration expertise, and platform governance for the ServiceNow ecosystem, with a strong focus on Operational Risk, Health & Safety, and compliance driven workflows.
This role is not an enterprise architect or team management position. Instead, it is a technical lead role who actively works within the platform to deliver high quality solutions, ensure best practice implementations, and maintain stable, scalable ServiceNow operations. The individual collaborates closely with architects, developers, and business stakeholders, acting as the technical authority and escalation point for solution design and complex platform issues.
Your future duties and responsibilities
- Lead and support the design and configuration of ServiceNow solutions, with emphasis on Health & Safety, Risk, and compliance driven processes (e.g., incident reporting, corrective actions, audits).
- Provide senior level technical guidance for complex configurations, integrations, security considerations, and performance issues across the platform.
- Own and coordinate ServiceNow upgrades and releases, including impact analysis, remediation planning, testing oversight, and deployment support.
- Act as a technical escalation point for break/fix issues and platform wide challenges without full architectural ownership.
- Collaborate with business stakeholders to translate H&S and regulatory requirements into scalable ServiceNow configurations.
- Ensure adherence to ServiceNow best practices through configuration reviews, QA validation, and support for UAT readiness.
- Mentor developers and administrators, promoting maintainable solutions and controlled customization.
Required qualifications to be successful in this role
- 8-10 years of hands on ServiceNow experience in development, configuration, and platform support.
- Strong experience across core ServiceNow modules (ITSM, CMDB, Catalog, Integrations), with exposure to Health & Safety, Risk, or GRC related workflows.
- Solid understanding of ServiceNow platform fundamentals (data model, security roles, integrations) without requiring CTA level architecture depth.
- Hands on experience with JavaScript, Glide APIs, Flow Designer, Integration Hub, and REST integrations.
- Experience supporting platform upgrades, environment coordination, and release management.
- Strong communication skills with ability to work effectively with business users, developers, and leadership.
- Experience working in Agile teams.
Nice to Have
- ServiceNow certifications (CSA, CIS, CAD)
- Experience supporting Health & Safety, Occupational Safety, Incident Management, or Compliance programs
- ITIL knowledge or certification
- Experience in regulated or safety conscious environments (utilities, finance, healthcare, manufacturing)
CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes various factors including but not limited to skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $95,000 - $145,000. This role is an existing vacancy.
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