Overview: :

THE IMPACT YOU CAN HAVE:

The ServiceNow Citizen Development Lead is responsible for enabling, governing, and scaling citizen development across the enterprise ServiceNow platform. This role defines the operating model, guardrails, and enablement framework that allows business teams to safely build applications, automations, and workflows using ServiceNow low‑code/no‑code capabilities while protecting platform integrity, security, and performance.

This role serves as the primary point of accountability for citizen developer onboarding, standards, quality controls, and ongoing oversight.

YOU'LL ACCOMPLISH THESE GOALS BY:

Citizen Development Governance

• Define and own the citizen development governance model, including:
• • What citizen developers can and cannot build
  • Approved tools (App Engine, Flow Designer, UI Builder, etc.)
  • Required design and testing standards
• Establish tiered citizen developer levels (e.g., beginner, advanced) with increasing privileges
• Partner with Platform Architecture and Security to ensure all citizen-built solutions comply with enterprise standards

Enablement & Onboarding

• Design and deliver the citizen developer onboarding program, including:
• • Required training and certification paths
  • Hands-on labs and templates
  • Reusable components and patterns
• Act as the primary coach and advisor to new citizen developers
• Maintain a curated library of:
• • Approved application templates
  • Data models
  • Integration patterns

Design & Quality Oversight

• Establish and run lightweight design reviews for citizen-built solutions
• Define minimum quality gates, including:
• • Automated testing requirements
  • Peer reviews
  • Platform sign-off criteria
• Review and approve citizen-developed applications prior to production deployment in partnership with Release Management

Platform Protection & Risk Management

• Ensure citizen development does not introduce:
• • Uncontrolled customizations
  • Data model inconsistencies (especially CMDB)
  • Performance or upgrade risks
• Track and report on citizen development activity, including adoption, defects, and technical debt
• Serve as escalation point for citizen development issues or violations

Operating Model & Continuous Improvement

• Define the end-to-end lifecycle for citizen-built applications:
• • Intake
  • Build
  • Review
  • Release
  • Support and ownership handoff
• Partner with Product Owners to determine when solutions should:
• • Remain citizen-built
  • Transition to full engineering ownership
• Continuously refine standards based on platform maturity and usage patterns

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ESSENTIALS FOR SUCCESS:

• Bachelor’s degree in Computer Science, CIS, or equivalent professional experience
• 7-10 years of overall IT experience, including 3+ years of hands-on ServiceNow platform development and architecture
• Deep hands-on experience with ServiceNow, especially:
• • App Engine
  • Flow Designer
  • UI Builder
  • Data modeling
• Strong understanding of platform governance, security, and upgrade impacts
• Experience designing enablement programs or Centers of Excellence
• Ability to coach non-technical users while enforcing technical standards
• Strong stakeholder management and influence skills

: The pay range for this position is $102,900.00 - $160,000.00 / Year with the opportunity for eligible associates to earn additional compensation pursuant to the Company’s bonus plan. Exact pay will be based on factors including, but not limited to relevant education, qualifications, certifications, experience, level, shift, geographic location, and business and organizational needs. Full-time positions are eligible for paid time off, health, dental, vision, life and disability benefits. Part-time positions are eligible for dental, vision, life, and disability benefits. For additional information concerning our benefits, visit our Benefits and Career Development page: https://learn.bswift.com/ulta About: