SC Eligible ServiceNow Technical Lead - Warwick

As a Senior Technical Lead, you will act as a technical authority and escalation point for the ServiceNow platform, with a particular focus on SAM Pro and software licensing. You will lead complex technical issues, provide design assurance and ensure high-quality delivery across UK and offshore teams.

1. Lead technical triage and resolution of major incidents, problems and complex production defects across SAM Pro, HRSD, ITSM, IRM and SecOps.
2. Provide hands-on SAM Pro production support, including Effective License Position (ELP) calculations, software normalisation, reconciliation, entitlements and compliance reporting.
3. Act as technical design authority, reviewing solution designs, code, update sets and releases while enforcing ServiceNow best practices and an out-of-the-box-first approach.
4. Lead Root Cause Analysis (RCA) and drive improvements to platform stability, performance, data quality and compliance.
5. Provide technical leadership to offshore teams, reviewing development quality, testing evidence and deployment readiness.
6. Support software licensing compliance across major publishers including Oracle, Microsoft, VMware, IBM and Adobe.

Candidates applying MUST have strong hands-on experience in BAU/support activities and development activities., The ideal candidate will have the following:

1. Experience supporting ServiceNow SAM Pro in enterprise production environments.
2. Strong hands-on expertise in ELP calculations, software normalisation, discovery reconciliation, entitlements, publisher packs and software compliance.
3. Proven experience leading P1/P2 incidents, technical triage and Root Cause Analysis.
4. Strong ServiceNow technical design, governance and platform architecture experience.
5. Experience supporting ServiceNow HRSD and ITSM.
6. Experience providing technical leadership to offshore development/support teams.
7. Eligible for SC Clearance and willing to go through the process of getting SC Clearance

Desirable Skills/Experience

Although not essential, the following skills are desired by the client:

1. Experience with Oracle software licensing and licensing datasets.
2. Strong Oracle SQL and PL/SQL troubleshooting skills.
3. Experience supporting IRM and SecOps.
4. Experience troubleshooting Oracle-backed integrations, reconciliation issues and data integrity problems.

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