ServiceNow Team Lead

Market

Enterprise Functions

At Jacobs, we're challenging today to reinvent tomorrow by solving the world's most critical problems for thriving cities, resilient environments, mission-critical outcomes, operational advancement, scientific discovery and cutting-edge manufacturing, turning abstract ideas into realities that transform the world for good.

Your impact

The ServiceNow Team Lead will oversee a team of ServiceNow professionals, managing incoming work, assigning tasks, and serving as the primary point of contact for customers to ensure their needs are met. This role requires a blend of technical expertise, leadership skills, and customer-facing communication to deliver high-quality solutions on the ServiceNow platform.

Responsibilities:

• Work Management: Prioritize, organize, and manage incoming ServiceNow-related tasks, including incident resolution, service requests, and platform enhancements, ensuring timely delivery.
• Task Assignment: Allocate tasks to team members based on skillsets, workload, and project requirements to optimize team performance and meet deadlines.
• Customer Engagement: Act as the primary liaison with customers, gathering and clarifying requirements, providing updates on project progress, and ensuring customer satisfaction.
• Team Leadership: Mentor and guide team members, fostering a collaborative environment, providing technical guidance, and supporting professional development.
• ServiceNow Expertise: Oversee the design, development, and implementation of ServiceNow solutions, ensuring alignment with best practices and business objectives.
• Process Improvement: Identify opportunities to optimize workflows, automate processes, and enhance ServiceNow platform functionality.
• Reporting and Metrics: Track team performance, monitor KPIs, and provide regular reports to stakeholders on project status, team productivity, and service delivery.
• Issue Resolution: Escalate and resolve complex technical or customer issues, ensuring minimal disruption to service delivery.
• Collaboration: Work closely with cross-functional teams, including IT, project management, and business units, to align ServiceNow solutions with organizational goals.

Here's what you'll need

Education:

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).

Experience:

• 5+ years of experience working with the ServiceNow platform (ITSM, ITOM, HR, or other modules).
• 2+ years in a leadership or team lead role, managing technical teams.
• Proven experience in customer-facing roles, with strong communication skills.

Certifications:

• ServiceNow Certified System Administrator (required); additional certifications like Certified Implementation Specialist or Certified Application Developer (preferred).

Technical Skills:

• Proficiency in ServiceNow configuration, customization, and administration (e.g., workflows, scripting, integrations).
• Familiarity with ITIL processes (e.g., Incident, Problem, Change Management).
• Knowledge of JavaScript, HTML, CSS, and REST/SOAP APIs.

Soft Skills:

• Strong leadership and team management abilities.
• Excellent verbal and written communication skills for engaging with customers and stakeholders.
• Problem-solving mindset with the ability to prioritize and multitask in a fast-paced environment.

Preferred:

• Experience with Agile/Scrum methodologies and project management tools (e.g., Jira, ServiceNow Agile Development).

Posted Salary Range: Minimum

140,000.00

Posted Salary Range: Upper

175,000.00

Our health and welfare benefits are designed to invest in you, and in the things you care about. Your health. Your well-being. Your security. Your future. Employees have access to medical, dental, vision, and basic life insurance, a 401(k) plan, and the ability to purchase company stock at a discount. Eligible employees may also enroll in a deferred compensation plan or the Executive Deferral Plan. Jacobs has an unlimited U.S. Personalized Paid Time Off (PPTO) policy for full-time salaried/exempt employees, seven paid holidays, one floating holiday, and caregiver leave. And certain roles may be eligible for additional rewards, including merit increases, performance discretionary bonus, and stock.

The base salary range for this position is $140,000.00 to $175,000.00. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. Job posted on October 06, 2025. This position will be open for at least 3 days.

Your application experience is important to us, and we're keen to adapt to make every interaction even better. If you require further support or reasonable adjustments with regards to the recruitment process (for example, you require the application form in a different format), please contact the team via Careers Support .

Locations

City State Country

Dallas

Texas

United States