ServiceNow Technical Lead (Catalog and Knoledge Management)

Service Now Technical Lead (Catalog and Knowledge Management)

Location: Mclean, VA, Plano, TX or Chicago, IL (5 days onsite)

Full Time

Position Overview:

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.

Our Impact:

• 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. Assist with upgrade planning, testing, and implementation between development and production instances for Catalog, Knowledge and portal space. This role demands a strong automation and workflow background supporting innovation by working with stakeholders to understand business processes, with the efficiency goal of digitizing and automating legacy processes.
• 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.

Your Impact:

• Governance and Collaboration: Work with business analysts, developers, program teams and stakeholders to understand requirements and translate them into technical solutions.
• Project Management: A leader managing multiple projects and work in a fast-paced environment.
• Development and Configuration: Design, develop, and implement ServiceNow catalogs, knowledge articles and design workflows, including UI/UX, reports, and dashboards.
• Integration: Assist with Build and maintaining integrations between ServiceNow and other systems using APIs and web services as related to the catalog and knowledge areas.
• Customization: Customize the ServiceNow platform to meet approved business requirements and optimize user experience.
• Testing and Support: Conduct testing, troubleshoot issues, and provide support to users of ServiceNow applications.

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.
• Ability to work well with the business and people with varying degrees of technical expertise
• Excellent verbal and written communications skills
• Ability to identify and resolve conflicts
• Ability to lead multiple priorities under tight deadlines