ServiceNow Technical Lead

Company Overview: Global Technology Services (GTS) is a division of Lean Solutions Group, with technology operations based in Medellín, Colombia. We connect technology professionals with opportunities across the logistics, financial, and entertainment sectors, collaborating with engineering teams across Latin America and the United States. Currently, we are seeking a ServiceNow Technical Lead to drive technical decisions and execution for a team building automations for core logistics business workflows. This role combines hands-on software engineering, ServiceNow CSM expertise, and technical leadership to develop solutions involving people, AI agents, and deterministic automation. Position Title: ServiceNow Technical Lead Job Family: ServiceNow Location: Remote LATAM What you will be doing: As a ServiceNow Technical Lead, you will work directly with business teams to understand operational processes and implement scalable solutions through code. You will guide engineers and help shape a workflow management platform where human decisions, AI agents, and deterministic automation work together. You will provide technical expertise in ServiceNow Customer Service Management (CSM), while supporting development and integrations beyond the platform through APIs, Kafka, and external orchestration. You will contribute to the technical roadmap and maintain consistent design and architecture as solutions evolve. You will work as an integrated member of the client’s engineering team, collaborating directly with its technical leadership and business stakeholders, with ongoing ownership of the solutions you help deliver. Key Responsibilities Work with business partners to understand operational activities and translate processes into systems and data. Lead software engineers in delivering workflow automation solutions across business domains. Guide ServiceNow CSM development, including case management, assignment rules, and custom attributes. Provide guidance on ServiceNow’s table model, platform upgrades, and promotion between environments. Develop and manage ServiceNow capabilities through code using TypeScript, Fluent, and SDKs. Build event-driven workflow automations using durable execution and orchestration patterns. Design workflows that coordinate deterministic automation, AI agents, and human participation. Guide integrations between ServiceNow and the broader technology ecosystem through APIs and Kafka. Contribute to technical decisions about which capabilities belong within ServiceNow and which should operate outside it. Develop and expand platform components across observability, orchestration, deployment, and case management. Apply engineering standards for architecture, automated testing, CI/CD, and operations. Partner with leadership on the technical roadmap and maintain architectural consistency as solutions evolve. Improve developer experience and ensure the team has the technical tools and processes needed for delivery. Develop software within and outside ServiceNow, contributing to backend integrations and frontend functionality as needed. Required Skills & Experience 6+ years of experience as a software, data, or ML engineer. Hands-on ServiceNow development experience, including Customer Service Management (CSM). Experience managing large ServiceNow environments. Broader understanding of the ServiceNow product portfolio, including capability selection and optimization. Experience building with TypeScript in a team environment. Understanding of ServiceNow’s table model, platform upgrades, and promotion between environments. Experience leading and delivering technical projects and maintaining design and architectural consistency over time. Foundational knowledge of databases and distributed systems. Nice to Have Skills Bachelor’s degree in a quantitative discipline. Practical experience with durable execution frameworks such as DBOS or Temporal. Practical experience managing ServiceNow through code using Fluent and SDKs. Experience managing AI agents and other nondeterministic systems in production. Extensive experience with Python, Kafka, Postgres, and AWS/GCP. CIS-CSM certification. Soft Skills Technical leadership and commitment to engineering quality. Analytical thinking and curiosity when investigating business processes. Ability to translate business needs into technical solutions. Clear communication with business partners, engineers, and leadership. Willingness to develop expertise in the business domains supported by the team.