Associate Manager ServiceNow

Publicis Groupe · Gurugram

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