Job Title: ServiceNow Lead

Job ID: 2024-12789

Job Location: Remote ( EST/ CST )

Job Travel Location(s):

# Positions: 1

Employment Type: W2

Duration: Long Term

# of Layers: 0

Work Eligibility: All Work Authorizations are Permitted – No Visa Transfers

Key Technology: ServiceNow, ITIL 

Job Responsibilities:

Assess and advise on platform function, performance, and availability.

Partner with other business functions to support cross functional projects and modernization initiatives across the organization.

Work with Architects and Developers to deliver services and tasks using workflows to manage process and meet business requirements.

Host and participate in project meetings and hold platform governance meetings to ensure proper alignment across multiple functions and towers.

Manage platform workload and SLA’s. Provide advice on how services are delivered with a vision for improvement.

Participate in Agile process, story discussions and other Agile process areas.

Participate in platform upgrades. Guides ITSM implementation tasks including but not limited to configuration, integration, testing, requirements gathering, and solution design. Strong technical acumen and capability, with demonstrated results.

Experience working with ITSM, HRSD, Strategic Portfolio Management modules.

Champion ServiceNow space and drive best practices. Provide platform support throughout the organization.

Identify, research, track, and solve technical platform issues. Responsible for team performance, tracking, quarterly reviews, and other KPI delivery

Skills and Experience Required:

Required:

10+ years’ experience increasing management of ServiceNow platform and core process functions.

Established knowledge of ServiceNow and ITIL.

Knowledge of standard enterprise hardware, terms, functions, and equipment.

Strong written and verbal communication skills.

Skilled servant leader and able to manage a diverse team of IT professionals.

Experience working with a global team across multiple regions and time zones.

Experience working in a matrixed organization.

Working knowledge of various best practice frameworks including ITIL, service management, project management, etc.

Education:

Bachelor’s degree in computer science or related discipline.