ServiceNow Technical Lead

Position Title: ServiceNow Lead

This position is located at our client site in Salt Lake City, UT.

We are seeking an experienced and technically proficient Onshore ServiceNow Technical Lead to oversee and manage ServiceNow projects  and operations for our esteemed client. This role requires a dynamic individual who can serve as the key bridge between the onshore client team (4 to 5 - Salt Lake City) and the offshore delivery team (10 - India). With a strong focus on CMDB management,
ServiceNow projects, and upgrade activities, the ideal candidate will bring both technical expertise and exceptional leadership capabilities

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
What you''ll bring

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

• Education: Bachelor’s degree in computer science, Information Technology, or a related field.

Ref: #404-IT Pittsburgh