Lead ServiceNow Technical Consultant (CoEI)

Location: Doha, Qatar

Employment Type: Full-Time

Working Model: Fully On-Site — Mandatory

Department: ServiceNow Centre of Excellence & Innovation (CoEI)

Reporting To: ServiceNow CoEI Lead

About the Role

We are seeking a Lead ServiceNow Technical Consultant to provide hands-on technical leadership across the design, development, governance, delivery, and continuous improvement of an enterprise ServiceNow platform.

Working within the ServiceNow Centre of Excellence & Innovation, you will serve as a senior technical authority across multiple product areas, ensuring solutions meet architecture standards, security requirements, development practices, and operational objectives.

This role combines complex development with solution architecture, team leadership, stakeholder engagement, and innovation. You will support both ongoing platform operations and transformation initiatives, including enterprise integrations, automation, modernization, and AI-enabled service experiences.

Key Responsibilities

Technical Leadership and Solution Architecture

• Lead solution design sessions, technical workshops, architecture reviews, and complex technical delivery.
• Provide technical guidance, mentoring, and coaching to developers, administrators, analysts, and junior consultants.
• Define and enforce development standards, coding practices, and implementation methodologies.
• Review and approve technical designs, ensuring scalability, maintainability, security, and alignment with platform architecture.
• Design enterprise solutions using native ServiceNow capabilities wherever possible, following upgrade-safe design principles.
• Produce technical architecture, detailed design documentation, and implementation specifications.
• Collaborate with enterprise architecture, security, infrastructure, and business teams.
• Support Architecture Review Board activities and technical governance processes.

Hands-On Platform Development

• Lead and directly contribute to the development of scoped applications, App Engine solutions, Employee Centre, workspaces, UI Builder, and Service Portal.
• Develop and maintain Business Rules, Script Includes, Client Scripts, UI Actions, Access Control Lists (ACLs), and scheduled jobs.
• Deliver workflows and automation using Flow Designer and Integration Hub.
• Configure and enhance Service Catalog, Knowledge Management, notifications, record producers, and data transformations.
• Develop REST and SOAP integrations and implement automated testing using the Automated Test Framework (ATF).
• Troubleshoot complex platform issues and support production releases, hypercare, and critical platform events.

Enterprise Integrations

• Design and implement secure, scalable integrations with Oracle, Microsoft, Azure, identity platforms, HR platforms, Computer-Aided Facility Management (CAFM) systems, and other enterprise applications.
• Develop and maintain APIs and integration interfaces.
• Establish integration standards, monitoring practices, and API governance.
• Diagnose integration issues and improve reliability and performance.

Automation and AI Innovation

• Identify and deliver automation opportunities across enterprise workflows.
• Support the adoption of ServiceNow AI capabilities and intelligent service experiences.
• Contribute to AI governance and enterprise automation strategies.
• Evaluate emerging ServiceNow capabilities and recommend adoption opportunities aligned with platform objectives.
• Support innovation initiatives within the CoEI.

Governance and Quality Assurance

• Ensure solutions comply with CoEI governance frameworks, security controls, and operating standards.
• Conduct code reviews, peer reviews, and solution quality assessments.
• Maintain source control discipline, release governance, and accurate technical documentation.
• Support audit, risk, security, and compliance activities.
• Participate in Change Advisory Board (CAB) meetings, governance forums, sprint reviews, and steering activities as required.

Stakeholder Engagement and Capability Development

• Facilitate discovery workshops with business managers, process owners, platform owners, and technical teams.
• Translate business requirements into practical technical solutions and recommend improved approaches where appropriate.
• Explain technical concepts clearly to business and executive stakeholders.
• Contribute to platform roadmaps and strategic planning.
• Support Build-Operate-Transfer (BOT) objectives through knowledge transfer and on-site mentoring.
• Create reusable design patterns, technical assets, and accelerators.
• Deliver training and contribute to certification programmes, capability development, and continuous improvement of the CoEI.

Required ServiceNow Experience

Demonstrable implementation and delivery experience across multiple ServiceNow product areas, including:

• IT Service Management (ITSM)
• Strategic Portfolio Management (SPM)
• HR Service Delivery (HRSD)
• Integrated Risk Management (IRM) and Governance, Risk and Compliance solutions
• App Engine and custom enterprise applications
• Workplace Service Delivery (WSD)
• Employee Centre
• Configuration Management Database (CMDB) and Common Service Data Model (CSDM)
• Enterprise service delivery solutions

Mandatory Qualifications and Experience

• Minimum 8 years of ServiceNow experience.
• Minimum 10 years of enterprise application delivery experience.
• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Application Developer (CAD).
• At least one ServiceNow Certified Implementation Specialist (CIS) certification.
• Proven delivery of complex enterprise ServiceNow implementations.
• Experience working within a ServiceNow Centre of Excellence operating model.
• Proven experience leading technical teams and mentoring developers.
• Strong hands-on development, solution architecture, integration, and technical governance capabilities.
• Strong communication skills, with the ability to engage business, technical, and executive stakeholders.