About the Opportunity
We are seeking a highly skilled and experienced Lead ServiceNow Practitioner to serve as a consultative platform leader across the ServiceNow ecosystem with primary focus on ITIL/ITSM, Strategic Portfolio Management (SPM), IT Asset Management (ITAM), Contract Management (including Contract Management Pro), and CMDB / Configuration Items (CIs).
This role is a leadership position responsible for shaping platform direction and ensuring predictable delivery—partnering with Information Services (IS), business teams, and organizational leaders to set priorities, influence decisions, and align the ServiceNow roadmap to measurable outcomes. The practitioner will lead and oversee managed services delivery and drive standardization, automation, data quality, and adoption through strong oversight and governance to ensure compliance, security, and ServiceNow best practices, while remaining hands-on and proficient in delivering configuration and enhancements grounded in strong ITIL process experience.
This position will lead and oversee the work delivered by a managed services partner/team across two disciplines (1) Application Managed Services (AMS) for platform operations, incident/problem triage, and minor enhancements; and (2) Development/Sprint Delivery for new capabilities and larger enhancements. The role ensures predictable delivery, adherence to platform standards, and performance against SLAs and KPIs.
Responsibilities
- Serve as a consultative partner to IS and business stakeholders—lead discovery sessions, clarify requirements, recommend ServiceNow best practices, and align solutions to measurable outcomes.
- Lead and oversee technical design sessions and develop solution documentation (process flows, user stories, acceptance criteria, configuration approach, release notes).
- Provide oversight to ensure compliance and ServiceNow best practices while remaining hands-on: configure and enhance workflows/automation (Flow Designer), approvals, SLAs, notifications, assignment logic, and service catalog experiences to improve speed, quality, and auditability.
- Lead and optimize ITIL/ITSM processes (Incident, Request, Change, Problem, Knowledge, Service Catalog), including service-based reporting and continuous improvement.
- Lead and provide oversight to configure and support SPM (intake, demand, project/portfolio tracking, resource planning, financial tracking) and executive dashboards/portfolio health reporting.
- Lead and provide oversight to configure and support ITAM processes (asset lifecycle, normalization, compliance reporting, reclamation controls) and audit-ready evidence capture.
- Lead and provide oversight to configure and support Contract Management / Contract Management Pro (intake, routing, approvals, renewals, obligations, metadata standards, audit trail).
- Lead CMDB/CI governance: CI class/attribute standards, lifecycle states, relationship integrity, data-quality rules, remediation workflows, and CI ownership.
- Provide oversight for day-to-day administration and production support (intake/triage, troubleshooting, root-cause analysis, preventive fixes, platform health monitoring) while staying hands-on as needed to maintain operational continuity, compliance, and ServiceNow best practices.
Candidate Profile
Academic Degree:
Bachelor’s degree in Computer Science, Information Systems, or equivalent experience
Areas of experience:
- ITIL/ITSM, SPM, ITAM, Contract Management (incl. Contract Mgmt Pro), CMDB/CIs
- Must have experience as a ServiceNow Administrator or Developer.
Certifications and Technical skills:
- Advanced/Expert: ITSM (ITIL workflows), SPM, ITAM, CMDB/CI governance, Contract Management configuration.
- Advanced: Flow Designer/automation, approvals, SLAs, reporting/dashboards, ACLs/security.
- Intermediate+: JavaScript troubleshooting (client/server), data imports/transform maps, integration concepts (REST/SOAP).
- Advanced/Expert: ServiceNow CSA; ITIL Foundation; Implementation Specialist (ITSM/SPM/ITAM)
