Role summary
Align is currently seeking a Delivery Lead, ServiceNow (Techno-Functional Lead) to join our DWTechOps organization. This position will vary in the scope of project responsibilities; however generally this position is a techno-functional leader, owning end-to-end delivery lifecycle for our platform initiatives; you will guide platform support and development teams, ensuring all enhancement and support decisions align to best practice guidelines, and provide expert technical input to drive platform evolution and strategic changes.
This role goes beyond traditional project management, serving as the vital link between business strategy and technical execution — it requires deep platform expertise, solution leadership, and the ability to partner with architects, developers, and business stakeholders to deliver scalable, enterprise‑grade outcomes. The ideal candidate brings strong product ownership instincts, process design skills, and the ability to influence strategy and roadmap decisions.
What we’re looking for
- Bachelor's degree in computer science, information technology, related field, or equivalent work experience.
- Minimum 7-10 years of hands-on experience architecting and configuring solutions in ServiceNow ITSM, ITOM, GRC, HRSD and other enterprise modules.
- Proven experience leading at least 2 full-lifecycle implementations: Analysis, Design, Coding, Testing and promotion into Production.
- Proficiency in ServiceNow platform & development, including Scripting, APIs, Flow Designer, Integration Hub, ATFs, Service Portal, and integrations.
- Experience with JavaScript, XML, HTML, AngularJS, CSS, and integration technologies and protocols, including REST, SOAP, JSON, XML, PowerShell and web services.
- Strong understanding of CMDB structure and CSDM framework.
- Experience working in Agile/Scrum delivery models, user story writing, and iterative delivery.
- ServiceNow certifications such as CSA, CIS‑ITSM, CIS‑HRSD, CIS‑GRC, are highly desirable.
Soft Skills
- Excellent Communication: Strong verbal and written abilities for producing documentation, runbooks, and presentations.
- Problem Solver: Proactive in diagnosing issues and proposing sustainable, long-term solutions over quick fixes.
- Stakeholder Collaboration: Strong interpersonal skills to build trusted relationships with business and IT leaders.
- Adaptability: Comfortable working in a fast-paced, changing environment, and able to prioritize effectively under pressure.
- Decision-Making: Ability to make informed decisions swiftly, balancing competing priorities and business needs.
- Conflict Resolution: Skilled in identifying and resolving conflicts within and between teams, ensuring smooth delivery.
- Attention to Detail: Maintain high standards of quality, ensuring deliverables meet both technical and business expectations.
- Cultural Awareness: Ability to work in a diverse, multicultural environment and engage with global teams effectively.
Complimentary Skills
- Techno-Functional Bridge: Skilled in articulating technical constraints to non-technical stakeholders and business requirements to development teams.
- Release Management: Familiarity with ServiceNow release cycles, including assessment of skipped changes and application of new platform features.
- Continuous Learning: Commitment to staying updated with industry trends, platform updates, and best practices.
Soft Skills
- Excellent Communication: Strong verbal and written abilities for producing documentation, runbooks, and presentations.
- Problem Solver: Proactive in diagnosing issues and proposing sustainable, long-term solutions over quick fixes.
- Stakeholder Collaboration: Strong interpersonal skills to build trusted relationships with business and IT leaders.
- Adaptability: Comfortable working in a fast-paced, changing environment, and able to prioritize effectively under pressure.
- Decision-Making: Ability to make informed decisions swiftly, balancing competing priorities and business needs.
- Conflict Resolution: Skilled in identifying and resolving conflicts within and between teams, ensuring smooth delivery.
- Attention to Detail: Maintain high standards of quality, ensuring deliverables meet both technical and business expectations.
- Cultural Awareness: Ability to work in a diverse, multicultural environment and engage with global teams effectively.
Complimentary Skills
- Techno-Functional Bridge: Skilled in articulating technical constraints to non-technical stakeholders and business requirements to development teams.
- Release Management: Familiarity with ServiceNow release cycles, including assessment of skipped changes and application of new platform features.
- Continuous Learning: Commitment to staying updated with industry trends, platform updates, and best practices.
Role expectations
- Lead discovery sessions and partner with business stakeholders to define requirements, vision, roadmap, and process improvements aligned with enterprise goals.
- Translating business needs into scalable platform solutions, accessing technical feasibility, advising on best practices and minimizing customizations and advocating for OOTB functionality were suitable.
- Develop functional design, workflow logic, and data models for complex cross-functional processes.
- Performs advanced configurations including Business Rules, UI Pages, UI Macros, UI Scripts, Script Includes, Client Scripts, workflows, custom tables, reports, etc.
- Partner with architects to design platform integrations, including ACL hierarchies, external APIs, integration patterns (REST/SOAP) and web services to guarantee optimal performance and security.
- Ensure upgrade readiness, proactively review skipped changes and release notes to identify and adopt new features that can replace legacy customizations.
- Lead Agile ceremonies, including Daily Stand-ups, Sprint Planning, Retrospectives, and Reviews. Proactively identify and resolve technical blockers, manage team velocity and workload, and act as the primary support for the development team by removing impediments and ensuring clarity of requirements.
- Refine product backlogs to ensure user stories meet the Definition of Ready, complete with technical acceptance criteria.
- Collaborate effectively with cross-functional teams, including product managers, architects, developers, analysts, process owners and managers to ensure high quality delivery and adherence to governance.
- Mentor team members and oversee release management, code quality, and upgrade cycles.
- Demonstrate proven leadership skills, be an independent performer and be able to deliver with minimal or no supervision.
- Stay up to date with the latest industry trends, emerging integration technologies, and best practices, and provide guidance on integrating new platforms and systems.
Your growth and well-being:
At Align, every smile matters. We’re committed to helping you thrive by supporting the health, growth, and well-being of our team members through a variety of tools and programs. While specific offerings may vary by location and role, Align employees can typically expect:
- Health and well-being programs to keep you thriving in both body and mind.
- Employee-exclusive discounts on Invisalign products.
- Learning opportunities through online learning resources and support for your individual development plans.
- Inclusive, global workplace that fosters collaboration, recognition and belonging.
Country and/or role specific details will be shared with you by your recruiter during the interview process.
Discover Align:
We are a global community of game-changers and smart team players, united by our belief in the power of a smile. Our dynamic team of exceptional employees is dedicated to transforming the industry and creating extraordinary outcomes every day.
Align’s core values of agility, customer, and accountability are more than words to work by, they are words we live by. The actions we take every day speak to who we are as a company and our focus on being truly impactful. We celebrate our differences, and the many ways we support one another— ultimately creating a more inclusive organization and world as we continue transforming smiles and changing lives.
We foster a culture where thinking differently and seeking new experiences are not just encouraged but celebrated. With the Align Mindset, we empower each other, ensuring every voice is heard and valued in an inclusive environment that inspires creativity and collaboration.
At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. We live our company values by promoting healthy people and healthy communities, all with the intent of changing millions of lives, one unique smile at a time.
As part of our commitment to innovation, Align Technology includes exocad and Cubicure, companies that enhance our offerings and extend our impact to industry transformation.
Eager to learn how we embrace our global differences and nurture employee well-being?
Explore Align's culture here!
Want to discover more about exocad and Cubicure? Click on their names for additional information.
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Equal Opportunity Statement:
Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.
