ServiceNow Technical Lead

MBL Technologies, Inc. offers a diverse set of management and technology consulting services to Federal government and commercial markets. Our solutions are tailored to support each client’s mission, accounting for their unique needs and operating environments to ensure success. We bring the right people, capabilities, and expertise together to assist our clients with enabling their mission. Together our individual differences drive successful business results.

If you are transitioning from military to civilian life, have prior service, are a retired veteran, or a member of the National Guard or Reserves, or spouse of an active military service member, we encourage you to apply. Please visit our webpage for information on our policies and benefits for the military and veteran community.

WHY WORK WITH US?

• We trust, empower, and believe in our employees to soar to their fullest potential! No micromanaging here!
• We offer a robust benefits package (medical, dental, vision, STD, Accident, Life, Hospital Insurance, FSA, HSA, 401K match, professional development stipend, etc.).
• We love to have fun and give back to the community. Community Service and Employee Engagement events are atop our calendar events!
• We genuinely like each other and champion everyone to achieve their own greatness!

MBL Technologies is seeking a ServiceNow Technical Lead to join our team. The ServiceNow Lead will mange the delivery of projects using the appropriate frameworks and collaborating with teams and partners to include designing, coding, and troubleshooting applications with the ServiceNow platform. The individual will provide strategic advise, deliver technology innovation, and design/implement solutions for the project as needed.

*Note this is a proposed role with a projected start date in fall 2025.*

Responsibilities:

• Coordinate the overall end-to-end collaboration service provided to a customer, ensuring appropriate Service-Level Agreements (SLAs) and underpinning contracts are met.
• Develop methods to monitor and measure risk, compliance, and assurance efforts, and review or conduct audits of IT programs and projects that utilize the collaboration environment.
• Perform needs analysis to determine opportunities for new and improved business process solutions, providing advise on project costs, design concepts, or design changes.
• Assist with project implementation and technology upgrades, providing ongoing optimization and problem-solving support, and offering recommendations for possible improvements and upgrades.
• Gather feedback on customer satisfaction and internal service performance to foster continual improvement, providing the customer with a description of the service and the measures for monitoring the service.
• Support the internal relationship with IT process owners supporting the collaboration service, assisting with the execution and measurement of Operating Level Agreements (OLAs).
• Review service performance reports, identifying any significant issues and variances, supporting or initiating corrective actions, and ensuring that all outstanding issues are followed up.
• Work with other service managers and product owners to balance and prioritize collaboration services to meet overall customer requirements, constraints, and objectives.

Required Skills:

• Ability to develop, update, and maintain clear directions, instructional materials, and standard operating procedures (SOPs).
• Ability to communicate complex information, concepts, or ideas confidently and well-organized through verbal, written, and visual means.
• Ability to edit technical documentation and evaluate information for reliability, validity, and relevance.
• Ability to function in a collaborative environment, seeking continuous consultation with analysts and experts—both internal and external to the organization—to leverage analytical and technical expertise.
• Ability to apply cybersecurity and privacy principles to organizational requirements, ensuring confidentiality, integrity, availability, authentication, and non-repudiation.

Qualifications:

• Has at least 2 years of experience as a developer who specializes in working in design, code, and troubleshoot applications with the ServiceNow platform.
• At least 7 years of relevant cybersecurity experience and an advanced degree in a technical/cyber-related field.
• At least 3 years of experience managing Information Security related projects
• At least one ServiceNow Platform Application Development certification (Certified System Administrator, Certified Application Developer, or Performance Analytics)
• At least one or more of the following certifications: Project Management Professional (PMP), Program Management Professional (PgMP) , GIAC Certified Project Management (GCPM), IAPP Certified Information Privacy Manager (CIPM).
• BS/BA degree in technical/cyber related field.
• Ability to obtain a security clearance.

MILITARY OCCUPATIONAL SPECIALTY CODES (MOS codes):

170A, 170D, 17A, 17B, 17C, 17D, 24B, 25B, 47D, 94F, IT, 17 5309, 6203, 9735, 9740, 9890, 9891

CORPORATE CITIZEN:

MBL Technologies’ vision is to make a positive difference – for our people, our customers, and our communities. As such, a commitment to service and excellence has been woven into the very fabric of our culture. MBL employees demonstrate a willingness to consistently go above and beyond and strive for excellence in all we do – championing, protecting, and celebrating the core business through the mission, vision, and values. All are expected to be good corporate citizens, supporting one another and internal corporate initiatives to build a stable business platform and ensure lasting company success.

Benefits:

MBL Technologies offers a competitive salary adjusted for candidate qualifications partnered with an industry-leading benefits package. This package includes incentive plans with corporate and individual-based performance bonuses, 401K, PTO, remote work, health and wellness programs, employee discounts, and learning and development reimbursement.