ServiceNow Technical Lead

Job Title: ServiceNow Technical Lead Location: Salt Lake City, UT - Onsite Employment Type: Full Time Job

Key Responsibilities:
1. Leadership and Coordination:
o Act as the primary point of contact for the onshore client team.
o Coordinate and collaborate effectively with offshore delivery teams to ensure seamless project execution.
o Provide thought leadership and strategic guidance to the client on ServiceNow best practices and solutions.

2. Technical Expertise:
o Design, develop, and implement solutions on the ServiceNow platform, with a specific focus on Configuration Management Database (CMDB) and related modules.
o Lead efforts to configure, maintain, and optimize the CMDB, ensuring data accuracy, completeness, and compliance with governance standards.
o Guide and perform ServiceNow upgrades, including testing, validation, and deployment of new platform releases.
o Collaborate with teams to develop workflows, automation, and integrations tailored to client requirements.

3. CMDB and Discovery:
o Oversee and manage Discovery and Service Mapping activities to maintain accurate and up-to-date CI data.
o Define and implement reconciliation rules, CI classes, and data models to align with business needs.
o Troubleshoot and resolve CMDB issues, ensuring alignment with ITIL standards.

4. Project Management:
o Lead ServiceNow implementation and enhancement projects, ensuring timely delivery and adherence to quality standards.
o Prepare and present project updates, roadmaps, and status reports to client stakeholders.
o Manage risk, dependencies, and issues while proactively identifying opportunities for improvement.

5. Stakeholder Management:
o Build and maintain strong relationships with client stakeholders, understanding their needs and translating them into actionable deliverables.
o Provide training, knowledge transfer, and guidance to client and offshore teams on ServiceNow best practices.

6. Governance and Compliance:
o Establish and enforce governance frameworks for CMDB and platform usage.
o Ensure adherence to security, compliance, and regulatory standards

Required qualifications to be successful in this role:

Key Qualifications Experience:
o 8+ years of experience in ServiceNow development, implementation, and administration.
o Proven track record in managing CMDB, Discovery, and Service Mapping activities.
o Significant experience in ServiceNow upgrade activities and platform maintenance.
Technical Skills:
o Proficiency in scripting languages (JavaScript, Glide scripting).
o Expertise in ServiceNow modules: CMDB, IT Service Management (ITSM), IT Operations Management (ITOM) -- Discovery, Service Mapping.
o Knowledge of integration methods (REST/SOAP APIs, MID Server configurations).
o Familiarity with ServiceNow reporting and dashboard creation.
Leadership Skills:
o Experience in leading teams across onshore and offshore locations.
o Strong communication, stakeholder management, and presentation skills.
Preferred Qualifications:
ServiceNow certifications: Certified System Administrator (CSA), Certified Implementation Specialist (CIS) in CMDB, ITOM, or other relevant areas