The IT Lead Developer (ServiceNow) will be responsible for business engagement, developing, transformation, and overall system design for ServiceNow portfolio of demand requests. Part of your role will be to define and implement conversational flows to solve complex user issues within the Virtual Agent.


 Lead and drive overall success of the ServiceNow products across Reece USA

 Manage the development and day to day functionality of the Virtual Agent

 Discover new ideas to constantly improve ServiceNow conversation engine, dialog generation, and development efficiency

 Coordinate the identification and assessment of automation opportunities within the organization

 Manage automation activities, governance processes, and performance metrics

 Manage business demand of all ServiceNow services, managing user expectations… focusing on quality and business value.


 Responsible for the definition, design, configuration, testing, deployment, and integration of new, modified and/or enhanced products in ServiceNow

 Develop and implement new ServiceNow applications and integrations from initiation to completion, tailored to the customer requirements.

 Develop workflows and scripts to personalize existing ServiceNow applications and automate and improve business processes.

 Lead and/or participate in testing activities, including integration testing, end-to-end process testing and user acceptance testing

 Lead and/or participate in the problem identification/error resolution process, including tracking, repairing and reporting defects

 Participate in various types of interviews, meetings or workshops to define and design development and/or enhancement solutions.

 Create, edit, revise and finalize life-cycle deliverables such as requirements specifications, solution design documents, and operating instructions (i.e. standard operating procedure)

 Support quality assurance activities as needed


 Deploy a multi-disciplinary approach (New Modules, AI tools, business analytics, etc.) to solving business challenges

 Contribute to building a repository of tools, playbooks and best practices


 Bachelor’s degree in Computer Science, Information Systems or equivalent work experience.

 5+ years ServiceNow developer experience with managing, configuring, and deploying ITSM functionality.

 5+ years hands-on ITIL process development and management background.