ServiceNow Technical Lead

ServiceNow Medellin, Colombia

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Description

Position Title: ServiceNow Technical Lead

Job Family: ServiceNow

Location: Remote LATAM

We are seeking a ServiceNow Technical Lead to drive technical decisions and execution for a team automating core logistics workflows. This role combines hands-on software engineering, ServiceNow CSM expertise, and technical leadership to build solutions where people, AI agents, and deterministic automation work together.

What You’ll Do

  • Partner with business teams to understand processes and translate them into scalable technical solutions.

  • Lead engineers delivering workflow automation across business domains.

  • Guide ServiceNow CSM development, including case management, assignment rules, and custom attributes.

  • Manage ServiceNow table models, upgrades, environment promotions, and platform capabilities.

  • Develop ServiceNow solutions using TypeScript, Fluent, and SDKs.

  • Build event-driven workflows using orchestration and durable execution patterns.

  • Design workflows combining deterministic automation, AI agents, and human participation.

  • Lead integrations between ServiceNow and external systems using APIs and Kafka.

  • Help determine which capabilities belong within ServiceNow versus external platforms.

  • Establish engineering standards across architecture, testing, CI/CD, observability, and operations.

  • Partner with leadership on the technical roadmap and maintain architectural consistency.

  • Contribute to backend integrations and frontend development as needed.

Required Experience

  • 6+ years of experience as a Software, Data, or ML Engineer.

  • Hands-on ServiceNow development, including Customer Service Management (CSM).

  • Experience managing large ServiceNow environments and understanding its broader product portfolio.

  • Strong TypeScript experience in a team environment.

  • Understanding of ServiceNow’s table model, upgrades, and environment promotion.

  • Experience leading technical projects and maintaining architectural consistency.

  • Foundational knowledge of databases and distributed systems.

Nice to Have

  • Experience with Python, Kafka, Postgres, AWS/GCP.

  • CIS-CSM certification.

Soft Skills

  • Strong technical leadership and commitment to engineering quality.

  • Analytical thinking and curiosity.

  • Ability to translate business needs into technical solutions.

  • Clear communication with business partners, engineers, and leadership.

 

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