ServiceNow Technical Lead

Position :ServiceNow Technical Lead
Location: Salt Lake City- MUST be onsite
Contract:12 Months

Job Description: 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

Key Qualifications:
9 years of experience in ServiceNow development, implementation, and administration

Proven track record in managing CMDB, Discovery, and Service Mapping activities

Significant experience in ServiceNow upgrade activities and platform maintenance

Education: Bachelor's degree in computer science, Information Technology, or a related field.
Technical Skills:
Proficiency in scripting languages (JavaScript, Glide scripting)

Expertise in ServiceNow modules: CMDB, ITSM, ITOM (Discovery, Service Mapping)

Knowledge of integration methods (REST/SOAP APIs, MID Server configurations)

Familiarity with ServiceNow reporting and dashboard creation
Leadership Skills:
Experience in leading teams across onshore and offshore locations

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

Desired qualifications/non-essential skills:
Automation Technologies (Ansible, Chef, TrueSight, RunDeck, Digital.ai)

Monitoring and Logging Technologies (Nimsoft, SPLUNK, AppDynamics)

Certificate Management, Provisioning and Governance

DevOps principles (ADO, Kanban, Git)

Knowledge and/or experience of any scripting language like Bash, Perl, Python, Ruby, or similar

Additional tools such as SoapUI, Postman, and Advanced Rest Client