Seeking a ServiceNow Lead to support our client located remotely.
Overview:
Seeking an experienced and proactive ServiceNow Lead to oversee the design, implementation, and support of ServiceNow modules across the organization.
Proven track record in setting up and administering ServiceNow, deep familiarity with multiple ServiceNow modules (ITSM, ITOM, CMDB, etc.), and strong leadership skills.
Solid understanding of digital infrastructure and cloud environments, particularly AWS.
Work closely with cross-functional teams, including IT Operations, Security, and DevOps, to ensure ServiceNow aligns with business and infrastructure needs.
Working with a federal customer and collaborate closely with the Account Program Manager to ensure successful delivery, alignment with requirements, and customer satisfaction.
Create and deliver presentations to the customer.
ServiceNow Implementation & Management
Lead the end-to-end implementation, configuration, and customization of ServiceNow modules.
Drive the adoption and optimization of ITSM, ITOM, CMDB, and other relevant ServiceNow capabilities.
Develop and maintain workflows, automation rules, integrations, and reports.
Serve as the primary point of contact for all things ServiceNow within the organization.
Make key strategic decisions to retaining current process and practices vs. adopting of ServiceNow best practices.
ServiceNow Development
Building integrations.
Automating workflows.
Writing server-side and client-side scripts.
Creating and modifying tables.
Building user-friendly forms and reports.
Leadership & Team Management
Create and deliver presentations to the customer.
Provide technical leadership to a team of ServiceNow administrators and developers.
Guide project planning, resource allocation, and prioritization for ServiceNow initiatives.
Collaborate with business stakeholders to gather requirements and translate them into functional solutions.
Infrastructure Integration
Understand and support the integration between ServiceNow and underlying data center infrastructure.
Work closely with Infrastructure and Cloud teams to maintain accurate asset and configuration data.
Ensure CMDB is current and accurately reflects the on-prem and cloud environments.
Cloud & AWS
Support and integrate AWS infrastructure components within ServiceNow modules (e.g., discovery, monitoring, automation).
Help develop automation and orchestration using ServiceNow for AWS environments.
Process Improvement & Governance
Define best practices and governance for ServiceNow use across departments.
Identify opportunities to improve efficiency, automation, and user experience.
Maintain compliance with ITIL and organizational standards.
Communications
Communicate clearly and consistently with both internal teams and external customers to ensure alignment, transparency, and success of ServiceNow-related projects.
This position is customer-facing and requires presenting ideas to the customer.
Qualifications:
U.S. Citizenship required. Must pass background investigation to obtain Public Trust.
8+ years of hands-on experience with ServiceNow, including implementation and administration.
Strong expertise in ServiceNow modules such as ITSM, ITOM, CMDB, and Discovery.
8 years of experience in technical leadership or team leadership.
Solid understanding of digital infrastructure including servers, storage, and networking.
Experience working with AWS infrastructure, including EC2, S3, VPCs, and automation tools.
Strong analytical, problem-solving, and communication skills.
ServiceNow certifications (e.g., CSA, CIS-ITSM, or similar) are highly desirable.
Familiarity with ITIL frameworks and best practices.
Experience integrating ServiceNow with third-party tools and APIs.
Exposure to DevOps practices and CI/CD pipelines.
Knowledge of scripting languages (JavaScript, Python) for ServiceNow customization.
AWS Certifications (e.g., Solutions Architect Associate) a plus.
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