Technical Lead

Bay Area, CA



  • Develop, create, and modify general computer applications software or specialized utility programs.
  • Analyze user needs and develop software solutions.
  • Design software or customize software for client use with the aim of optimizing operational efficiency.
  • May analyze and design databases within an application area, working individually or coordinating database development as part of a team. May supervise computer programmers.
  • Responsible for validation of requirements that are received from various clients of Kloves Inc who are in the process of implementing or upgrading features of ServiceNow systems, do gap analysis, gap fitment, and provide solutions design and engage in knowledge transfer of Service Now new features that get released on a regular basis.
  • Responsible for designing process, setup-up of business environment, and manage changes to cloud based Service Now systems.
  • Analyze risks, conversion of complex business logic into concise requirements statements, participate in release of blueprint definition, and blueprint document presentation.
  • Responsible for understanding business requirements received from Kloves Inc customers, mapping requirements to application, identify functional solutions, and review various Kloves Inc. clients’ deliverables and application implementation.
  • Understand processes, functionality gap analysis, and documentation. He will technically evaluate functional specifications and provide requirements to developers and provide solutions to ServiceNow administrators.
  • Interact with business owners and managers to understand changes proposed in various modules, plan change request, propose project plan, coordination and present to client on the progress/status and issues related to project.
  • Design ServiceNow workflow, configuration of the Service Catalog, import of asset data from various sources, applications, LDAP integration and import users, user roles, integration with various third-party web service protocols like SOAP/REST, configure orchestration of Virtualization applications, IT infrastructure configuration management tools and publish them to production systems based on the requirements and business processes.
  • Plan change request and development activities, Testing activities, roll out to production activities and coordinate with Kloves Inc developers and execute knowledge transfer regarding business requirements and work with the team for any enhancements in client’s cloud based implementation.
  • Carry out project deliverables as per client’s established methodologies, including IT Service Management framework(ITSM), Software engineering maturity models CMMI, Agile manifesto, quality management standards, Software development life cycle(SDLC), project financial compliance framework, configuration management standards, Project Portfolio Management framework.



  • Bachelor’s Degree, preferably in Information Technology, and at least 5 years of experience in consulting and project management
  • ServiceNow Certified System Administrator (essential)
  • ServiceNow Certified Implementation Specialist (essential)
  • ITIL certification (essential, ITIL v3 preferred)
  • ServiceNow SAIF/SIM certification (preferred)
  • Certified ServiceNow System Administrator and Application Developer
  • Certified ServiceNow Implementation
  • Certified in ITIL Foundation (plus)
  • Extensive background in ITSM implementation
  • Experience in ServiceNow scripting
  • Experience with Asset, CMDB, Orchestration and ServiceWatch
  • Working knowledge of the web applications, networks, protocols and email (SMTP, POP3)



  • 8+ years experience with the ServiceNow platform is essential
  • 5+ years experience as a ServiceNow System Administrator and Developer
  • Expert in ServiceNow OOTB / configurable capabilities / features for change, release, configuration, asset management, CMDB, asset tables, and reporting
  • Experience in ITSM, PPM, Service Catalog implementations
  • Experience in ServiceNow scripting using JavaScript or Jelly, including Business Rules, Client Scripts, UI Actions, etc.
  • Fundamental understanding of the key technologies relevant to the ServiceNow integration solutions including: SSO, SAML, SSL, Web Services, LDAP, JDBC, ODBC, REST, SCP, FTPS
  • Working knowledge of the web applications, networks, protocols and email (SMTP, POP3)
  • Excellent communication skills
  • Attention to detail
  • Team player, who is flexible and responsive to emerging client needs.

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