Lead Developer - ServiceNow IRM Case Management

Role Purpose

The Lead Developer - ServiceNow IRM will lead the technical design, development, configuration and ongoing enhancement of ServiceNow Integrated Risk Management solutions supporting LSEG's Anti Financial Crime and Operational Risk & Controls capabilities.

This is a senior, hands-on development role requiring deep practical expertise across the ServiceNow IRM product suite, including risk, control, issue, action, assessment, evidence, case and workflow management capabilities.

The role holder will improve existing IRM workflows, invent and implement new workflows, handle development environments, challenge requirements and designs where needed, and provide technical leadership to the wider development team.

Key Responsibilities

ServiceNow IRM Development

• Own the design, configuration and development of solutions using SN Integrated Risk Management.
• Remain hands-on across configuration, scripting, workflow design, testing, deployment and production support.
• Build and enhance IRM capabilities covering risk identification and assessment; control definition, ownership and testing; issues, findings and remediation actions; operational events; evidence collection and attestation; policy and compliance workflows; case management; and risk and control reporting.
• Configure and extend IRM data models, records, forms, relationships, user experiences, assessment methodologies, indicators, scoring models and control evaluation logic.
• Design workflows using Flow Designer, decision logic, approvals, tasks, notifications, customer concerns and service-level controls.
• Develop dashboards, reports and management information for Business partners.
• Support integrations between ServiceNow IRM and upstream or downstream systems using REST APIs, Integration Hub and appropriate integration patterns.
• Diagnose and resolve defects, data issues, performance problems and production incidents affecting IRM workflows.

Workflow and Case Management

• Maintain and improve existing workflows, ensuring changes are introduced safely and with appropriate regression coverage.
• Design new case types and workflow patterns to support investigations, assessments, reviews, partner concerns, remediation and closure.
• Ensure workflows provide clear ownership, status management, audit-ability, evidence bring together and end to-end traceability.
• Design effective routing, prioritisation, service-level tracking, exception handling and partner concern mechanisms.
• Find opportunities to simplify, standardise and automate manual processes through ServiceNow IRM.

Technical Leadership

• Lead the SN IRM development team within an Agile delivery environment while remaining directly involved in delivery.
• Provide day-to-day technical direction, coaching and support to developers and configuration specialists.
• Establish and maintain development, configuration, design and documentation standards.
• Conduct code, configuration and solution design reviews, ensuring work is appropriately estimated, documented, tested and deployed.
• Guide team members through sophisticated IRM configuration and workflow challenges.
• Advocate reuse of standard SN capabilities, minimise unnecessary customisation and actively handle technical debt.
• Build internal capability and reduce dependency on individual developers or third-party suppliers.

Requirements and Design Assurance

• Work with Product Owners, Business Analysts and partners to translate business, regulatory and control requirements into robust ServiceNow IRM designs.
• Check and challenge requirements that are incomplete, inconsistent, operationally unclear or misaligned with IRM capabilities.
• Assess whether requirements should be met through standard configuration, extension, integration or process change.
• Review and challenge external requirements, designs and technical work.
• Identify design defects, gaps, unnecessary complexity, unsupported customisation & technical debt.
• Ensure designs use ServiceNow IRM functionality appropriately rather than recreating standard capabilities through tailored development.
• Provide clear recommendations where the platform has constraints or where requirements clash with good IRM design practice.
• Ensure designs address security, data quality, audit ability, performance and resilience.

Platform and Environment Management

• Configure, maintain and support IRM development, test and production environments.
• Manage scoped applications, configuration, update sets, source control, release packages and deployment activities.
• Maintain appropriate environment controls, access restrictions and segregation of duties.
• Support IRM platform upgrades, store application updates, patches, regression testing and release impact assessments.
• Maintain documentation, configuration records, deployment instructions and support procedures.
• Ensure environment stability and consistency across the development lifecycle, including production validation and post-implementation assurance.

Agile Delivery and Partner Engagement

• Lead development activity through backlog refinement, sprint planning, daily stand-ups, reviews and retrospectives.
• Support Product Owners in shaping and prioritising the IRM product backlog and converting requirements into development-ready stories.
• Produce reliable estimates, identify technical dependencies and risks, and coordinate development, testing, defect resolution and deployment.
• Work closely with AFC, Operational Risk, Compliance, Technology and Operations partners.
• Explain ServiceNow IRM capabilities, configuration options, product limitations and design trade-offs in clear business language.
• Demonstrate new capabilities, prototypes and workflow enhancements, and manage partner expectations clearly.

Governance, Risk and Controls

• Ensure SN IRM solutions meet LSEG requirements for security, privacy, resilience and audit-ability.
• Embed appropriate access controls, workflow approvals, evidence collection, record traceability and audit trails.
• Ensure risk, controls, issues & action records remain complete, accurate and supportable.
• Support governance over configuration changes and production deployments.
• Support internal audit, assurance and regulatory evidence requests relating to IRM workflows.
• Ensure production issues and control weaknesses are remediated promptly and sustainably.

Required Experience and Capabilities

• Solid understanding of SN IRM architecture, data structures and workflow capabilities.
• Practical experience across multiple IRM areas, such as Risk Management, Policy & Compliance Management, Audit Management, Operational Risk Management, Transformation, Business Continuity Management or Third-Party Risk Management.
• Experience configuring risk & control frameworks, assessments, indicators, issues, findings & remediation actions.
• Experience designing case management and workflow solutions within ServiceNow IRM.
• Deep technical knowledge of Flow Designer, Business Rules, Script Includes, Client Scripts, UI Policies and Actions, Access Control Lists, ServiceNow tables and data models, notifications and approvals, reporting and Performance Analytics, REST APIs and IntegrationHub.
• Experience enhancing and supporting live, business-critical IRM workflows and designing new workflows.
• Solid understanding of environment management, release management and controlled deployment practices.
• Experience reviewing and challenging third-party requirements, designs & development outputs.
• Experience leading developers and providing technical coaching and oversight in Agile delivery teams.
• Ability to explain sophisticated IRM capabilities & limitations to non-technical partners.
• Strong analytical, problem-solving and prod support skills.
• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Implementation Specialist - Risk and Compliance.

Desirable Experience

• Experience supporting Anti-Financial Crime processes, including investigations, partner concerns, referrals, evidence management and remediation.
• Experience supporting Risk & Controls processes, including self-assessment, control testing, key risk & control indicators, findings, actions, operational events and losses.
• Experience configuring assessment methodologies, scoring logic and risk calculations.
• Experience using ServiceNow Performance Analytics for reporting.
• Experience integrating ServiceNow IRM with data platforms, screening systems, case management tools or evidence repositories.
• Understanding of DevOps and automated testing practices for ServiceNow.
• Additional ServiceNow certifications, such as Certified Application Developer, are desirable.
• Experience working within a large, regulated financial services organisation.

Leadership Behaviours

• Remain deeply hands-on while providing clear technical leadership.
• Own of the quality, resilience and supportability of ServiceNow IRM solutions.
• Constructively challenge weak requirements, and supplier results.
• Prioritise standard SN capabilities before tailored development.
• Make pragmatic decisions without compromising platform integrity or control efficiency.
• Communicate clearly about product capabilities, constraints and trade-offs.
• Build effective partnerships across business, technology and third-party teams.
• Develop the technical capability and confidence of the wider team.

Key Partners

• Anti-Financial Crime
• Operational Risk
• Compliance
• Product Owners and Business Analysts
• ServiceNow Platform and Engineering teams
• Third-party delivery and technology partners

Success Measures

• Reliable delivery of new and enhanced ServiceNow IRM workflows.
• Effective use of standard IRM capabilities & reduced unnecessary customisation.
• Stable, well-controlled and supportable IRM environments.
• Improved quality and consistency of risk, control, issues and action workflows.
• Reduced production defects and technical debt.
• Deep technical challenge of third-party designs and work you're doing.
• Increased development team capability and delivery predictability.
• Improved partner understanding and adoption of SN IRM capabilities and its limitations!

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Career Stage:

London Stock Exchange Group (LSEG) Information:

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

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