Position: ServiceNow Lead (Hands-On)
Location: Louisville, KY (Fully Onsite)
Long term contract: Contract / Long-Term Engagement
Position Overview:
Seeking a highly skilled and hands-on ServiceNow Architect to lead design, implementation, enhancement, and production support activities across the ServiceNow platform. This role requires strong expertise in ITSM, ITOM, IT Asset Management, and Customer Service Management (CSM), along with excellent troubleshooting and production support capabilities.
The ideal candidate will work closely with business stakeholders, technical teams, and leadership to deliver scalable, reliable, and high-performing ServiceNow solutions.
Key Responsibilities:
- Lead architecture, design, and implementation of ServiceNow solutions across ITSM, ITOM, Asset Management, and CSM modules.
- Provide hands-on development, configuration, and customization within the ServiceNow platform.
- Manage end-to-end production support, including issue resolution, root cause analysis, and performance optimization.
- Troubleshoot complex platform issues and provide sustainable solutions.
- Implement best practices for ServiceNow governance, security, and scalability.
- Design and develop workflows, business rules, UI policies, client scripts, and integrations.
- Support CMDB implementation and ITOM processes (Discovery, Event Management, Service Mapping).
- Enhance Asset Management lifecycle processes (hardware/software asset tracking and compliance).
- Collaborate with cross-functional teams to gather requirements and translate them into technical solutions.
- Ensure system stability, performance monitoring, and continuous improvement initiatives.
- Provide technical leadership and mentor junior developers/administrators.
Required Skills & Experience:
- 8+ years of overall IT experience with 5+ years of hands-on ServiceNow experience.
Strong expertise in:
- ITSM (Incident, Problem, Change, Request Management)
- ITOM (Discovery, CMDB, Event Management, Service Mapping)
- IT Asset Management (ITAM)
- Customer Service Management (CSM)
- Proven experience in ServiceNow architecture and solution design.
- Strong scripting knowledge (JavaScript, Glide APIs, Business Rules, Script Includes).
- Experience handling production support and troubleshooting in enterprise environments.
- Strong understanding of integrations (REST, SOAP, APIs, MID Server).
- Experience with ServiceNow upgrades and platform performance tuning.
- Excellent analytical and problem-solving skills.
Preferred Qualifications:
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Implementation Specialist (CIS ITSM/ITOM/CSM/ITAM)
- Experience in retail or large enterprise environments is a plus.
- Strong communication and stakeholder management skills.
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