Engagement Lead (ServiceNow – ITSM / CSM / ITOM / SPM) – Now Advantage

CRI Advantage • Boise, ID

4d • Remote

About The Position

CRI Advantage is seeking an experienced ServiceNow Engagement Lead to support our growing ServiceNow practice, delivering solutions across ITSM, CSM, ITOM, and SPM.
This role is highly client-facing and requires a strong technical leader who can guide solution design, lead stakeholder discussions, and drive successful delivery across complex implementations.
As a three-year ServiceNow Partner, CRI continues to expand its footprint by delivering high-quality, scalable solutions across public and private sector clients.

Requirements

• 8+ years of ServiceNow implementation, development, or administration experience
• Demonstrated experience leading technical teams and engagements
• Hands-on experience with ITSM, CSM, ITOM, and/or SPM
• Strong ServiceNow development/configuration experience (JavaScript, workflows, UI policies, integrations)
• Experience with REST, SOAP, and JSON integrations
• Strong understanding of ITIL and Agile/Scrum
• ServiceNow Certified System Administrator (CSA)
• At least one (1) Certified Implementation Specialist (CIS) certification
• Certified Application Developer (CAD)
• Candidates must have active certifications to be considered.
• Must be able to clearly and confidently lead client-facing meetings, workshops, and presentations in English

Nice To Haves

• Experience with FSM, HRSD, ITAM, SecOps, or IRM/GRC
• Experience supporting pre-sales, demos, and solutioning

Responsibilities

• Lead technical delivery across ServiceNow implementations
• Facilitate client-facing workshops, solution discussions, and design sessions
• Partner with project managers, business analysts, and stakeholders
• Guide development teams through Agile delivery (sprints, backlog, releases)
• Design and configure workflows, automation, dashboards, and integrations
• Support pre-sales efforts including demos and proof-of-concepts
• Deliver training and documentation to clients
• Ensure alignment with platform best practices and business objectives

Benefits

• Medical (PPO/HDHP), Dental, Vision
• STD, LTD, Life & AD&D
• FSA and HSA options
• PTO, Holidays, Sick Leave
• 401(k) with Employer Match
• Employee Assistance Program (EAP) and discount programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees