ServiceNow Technical Lead (Catalog and Knowledge Management)

Overview

On Site
$160,000 - $180,000
Full Time

Skills

Change Request Management
UI
Knowledge Management
ServiceNow

Job Details

NO SPONSORSHIP

Service Now Technical Lead (Catalog and Knowledge Management)

SALARY: $160K - $180K PLUS $20K BONUS

McLean, VA - on site 5 days a week

Full relocation

 

This position will focus on supporting the ServiceNow Request Management (Catalog Self Service Portal) and Knowledge modules. The ServiceNow Catalog and Knowledge Management (KM) tech lead will demonstrate leadership skills and deliver in areas for the Operational support, process and governance documentation, and technical support of the ServiceNow platform Catalog and KM modules. The role involves creating and maintaining catalog items, self-service portal, managing workflows for requests, ensuring service delivery aligns with SLAs, and often includes reporting and analytics.

Perform day-to-day administration of the ServiceNow system, including making approved changes to forms, tables, reports, configuration changes and workflows adhering to platform and development standards and processes. Support Program activities providing metrics, reports, configurations within catalog and knowledge and space. Troubleshoot problems, resolve incidents, implement bug fixes, and perform root cause analysis.

This role will require a strong knowledge and hands on experience of the IT Service Management Modules and Automation Workflows (This role also requires a strong architectural knowledge of the Service Now platform as well as back-end experience managing and updating UI parameters on self-service Portal.

Qualifications:

  • 8-10 years of relevant experience
  • Bachelor's of Science in Computer Science, Computer Engineering or related field/relevant experience is required.
  • 7-8 years of IT and Web Development/Front-End experience, including experience utilizing programming languages such as JavaScript, ServiceNow Scripting, XML, Shell Scripting, and REST API.
  • Strong Administration and operational knowledge of ITSM, Portal, Catalog and Knowledge management. UX designing knowledge for catalog development
  • Knowledge of ITIL Framework including Change, Release, Incident, Knowledge Management & CMDB processes, understanding of architectural and infrastructure environments and technical writing and documentation.
  • Excellent analytical skills and problem-solving skills using Service Now platform architecture for Service Request Catalog and Knowledge Management modules.
  • Understanding of UX/UI best practices
  • ServiceNow Certified Systems Administrator (CSA), or other ServiceNow certifications are preferred.
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