Service Now Lead

Job Title: ServiceNow Lead – HCLS & CSMLocation: RemoteExperience: 6–8 yearsRole Type: Full‑timeJob DescriptionWe are looking for an experienced ServiceNow Lead with strong expertise in Healthcare & Life Sciences (HCLS) and Customer Service Management (CSM) modules to lead design, implementation, and optimization of ServiceNow solutions. The ideal candidate will work closely with business stakeholders, lead technical teams, and ensure scalable and compliant ServiceNow implementations aligned with enterprise and healthcare standards.Key ResponsibilitiesLead end‑to‑end ServiceNow implementations with a focus on CSM and HCLS modulesAct as a technical and functional lead, guiding developers, administrators, and integratorsCollaborate with business stakeholders, product owners, and SMEs to gather and translate requirements into high‑quality ServiceNow solutionsDesign and implement case management workflows, customer portals, knowledge management, and service operations using CSMImplement and configure HCLS solutions to support healthcare workflows, compliance, and data security requirementsEnsure adherence to HIPAA, healthcare compliance, and ServiceNow best practicesConduct solution design reviews, code reviews, and performance optimizationDrive Agile/Scrum ceremonies, sprint planning, and delivery trackingSupport UAT, go‑live, and post‑implementation supportMentor team members and provide technical guidanceWork with cross‑functional teams including integrations, data, QA, and infrastructureRequired Skills & Qualifications8+ years of experience in ServiceNow platformStrong hands‑on experience with:ServiceNow CSM (Customer Service Management)Healthcare & Life Sciences (HCLS)Experience leading ServiceNow implementations in enterprise environmentsStrong knowledge of:Case ManagementCustomer PortalsWorkflows & Flow DesignerBusiness Rules, Script Includes, UI PoliciesExperience with integrations (REST, APIs, MID Server)Familiarity with ITIL processesExperience working in Agile/Scrum environmentsStrong stakeholder management and communication skillsExperience working with offshore/onshore teamsGood to Have / PreferredServiceNow certifications (CSA, CSM, CIS, or HCLS)Experience with ITSM, ITOM, or CMDBKnowledge of Healthcare standards, data privacy, and complianceExperience in customer‑facing digital transformation projects

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