job summary:
We are seeking a visionary and hands-on ServiceNow Solutions Director to own and drive the technical support and engineering strategy across our ServiceNow ecosystem. In this role, you will be the ultimate authority on technical governance, platform health, and platform innovation. You will serve as the premier Subject Matter Expert (SME) escalation point within the Service Line (SL) and play a critical role in shaping the talent that builds on our platform.
location: Telecommute
job type: Solutions
salary: $175,000 - 200,000 per hour
work hours: 9am to 5pm
education: Bachelors
responsibilities:
Key Responsibilities Technical Governance & Strategy
- Define, implement, and enforce technical governance frameworks and best practices across all ServiceNow instances
- Align ServiceNow solutions with overarching enterprise architecture, ITIL methodologies, and security standards.
- Manage instance strategies, clone schedules, deployment pipelines (CI/CD), and release management governance.
Innovation & Continuous Improvement- Stay ahead of the curve on semi-annual ServiceNow releases (e.g., family upgrades), emerging technologies, and Store Apps to drive continuous platform innovation.
- Evaluate existing workflows and custom applications to recommend technical debt reduction strategies and platform modernization efforts.
- Lead Proof of Concepts (PoCs) for cutting-edge features.
Code Reviews & Quality Control- Establish strict quality control guardrails for both low-code/no-code (Flow Designer, Business Rules) and pro-code (JavaScript, Widgets, Script Includes) development.
- Conduct rigorous code and configuration reviews to ensure scalability, optimal performance, and adherence to ServiceNow execution limits.
- Implement automated testing and static code analysis to maintain high upgradeability and platform health.
Resource Screening & Talent Validation- Act as the technical gatekeeper for the ServiceNow practice by designing and conducting technical interviews and screening assessments for prospective hires or contract resources.
- Evaluate candidates' technical competency, architectural aptitude, and cultural fit within the engineering team.
Tech SME Escalation- Serve as the highest tier of technical Subject Matter Expert (SME) escalation within the Service Line (SL) for complex, business-critical technical blockers.
- Provide decisive troubleshooting direction for deep architectural, integration, or performance issues (e.g., slow-running scripts, database indexing issues, MID Server bottlenecks).
Qualifications & SkillsRequired Experience- Experience: 7+ years of experience delivering complex ServiceNow solutions, with at least 2-3 years in a technical leadership, governance, or architectural role.
- Deep Technical Expertise: Mastery of the Now Platform, JavaScript, ServiceNow APIs (REST/SOAP), Script Includes, Business Rules, Flow Designer, Client Scripts, and Service Portal (AngularJS/Widget development).
- Core Product Knowledge: Strong implementation/architectural understanding across multiple modules (e.g., ITSM, ITOM, HRSD, SPM, CSM, or IRM) and the Common Service Data Model (CSDM).
- Integration & Data: Robust experience integrating ServiceNow with external enterprise systems (ERP, Salesforce, Azure DevOps, MuleSoft, etc.) using Integration Hub, MID Servers, and OAuth.
- Certifications (Preferred): ServiceNow Certified System Administrator (CSA), Certified Application Developer (CAD), and Certified Implementation Specialist (CIS) in one or more tracks, or Certified Technical Architect (CTA).
Soft Skills- Exceptional communication skills, with the ability to translate complex technical jargon into strategic business value for executive stakeholders.
- Strong mentoring capabilities with a passion for leveling up junior and mid-level developers and administrators.
#LI-SB1
qualifications:
Key Responsibilities Technical Governance & Strategy
Define, implement, and enforce technical governance frameworks and best practices across all ServiceNow instances
Align ServiceNow solutions with overarching enterprise architecture, ITIL methodologies, and security standards.
Manage instance strategies, clone schedules, deployment pipelines (CI/CD), and release management governance.
Innovation & Continuous Improvement
Stay ahead of the curve on semi-annual ServiceNow releases (e.g., family upgrades), emerging technologies, and Store Apps to drive continuous platform innovation.
Evaluate existing workflows and custom applications to recommend technical debt reduction strategies and platform modernization efforts.
Lead Proof of Concepts (PoCs) for cutting-edge features.
Code Reviews & Quality Control
Establish strict quality control guardrails for both low-code/no-code (Flow Designer, Business Rules) and pro-code (JavaScript, Widgets, Script Includes) development.
Conduct rigorous code and configuration reviews to ensure scalability, optimal performance, and adherence to ServiceNow execution limits.
Implement automated testing and static code analysis to maintain high upgradeability and platform health.
Resource Screening & Talent Validation
Act as the technical gatekeeper for the ServiceNow practice by designing and conducting technical interviews and screening assessments for prospective hires or contract resources.
Evaluate candidates' technical competency, architectural aptitude, and cultural fit within the engineering team.
Tech SME Escalation
Serve as the highest tier of technical Subject Matter Expert (SME) escalation within the Service Line (SL) for complex, business-critical technical blockers.
Provide decisive troubleshooting direction for deep architectural, integration, or performance issues (e.g., slow-running scripts, database indexing issues, MID Server bottlenecks).
Qualifications & SkillsRequired Experience
Experience: 7+ years of experience delivering complex ServiceNow solutions, with at least 2-3 years in a technical leadership, governance, or architectural role.
Deep Technical Expertise: Mastery of the Now Platform, JavaScript, ServiceNow APIs (REST/SOAP), Script Includes, Business Rules, Flow Designer, Client Scripts, and Service Portal (AngularJS/Widget development).
Core Product Knowledge: Strong implementation/architectural understanding across multiple modules (e.g., ITSM, ITOM, HRSD, SPM, CSM, or IRM) and the Common Service Data Model (CSDM).
Integration & Data: Robust experience integrating ServiceNow with external enterprise systems (ERP, Salesforce, Azure DevOps, MuleSoft, etc.) using Integration Hub, MID Servers, and OAuth.
Certifications (Preferred): ServiceNow Certified System Administrator (CSA), Certified Application Developer (CAD), and Certified Implementation Specialist (CIS) in one or more tracks, or Certified Technical Architect (CTA).
Soft Skills
Exceptional communication skills, with the ability to translate complex technical jargon into strategic business value for executive stakeholders.
Strong mentoring capabilities with a passion for leveling up junior and mid-level developers and administrators.
#LI-SB1
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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