Senior Service Now Leader
About The Position
Driving operational excellence through ServiceNow strategy, IT asset optimization, and enterprise discovery—aligning technology, processes, and teams for measurable business outcomes. We are seeking an experienced ServiceNow expert to lead the design, development, and operational ownership of our ServiceNow platform. This role is ideal for a highly skilled technical professional who excels at solving complex challenges, driving automation, and ensuring the platform aligns with business objectives, processes, and organizational best practices. The successful candidate will partner closely with IT and business stakeholders to deliver efficient, secure, and scalable digital workflows.
Requirements
- 7+ years of hands-on ServiceNow development and administration experience.
- Expert knowledge of ITIL-based ITSM processes.
- Advanced proficiency in JavaScript, Glide API, Flow Designer, IntegrationHub, and ServiceNow Studio.
- Strong background integrating ServiceNow with enterprise systems via REST/SOAP APIs.
- Proven experience leading platform-level initiatives and technical decision-making.
- Excellent analytical, debugging, and problem-solving skills.
- Exceptional communication and presentation skills.
- Ability to partner effectively with business leaders, engineers, and vendors.
- Strong organization and prioritization skills; capable of managing multiple initiatives simultaneously.
Nice To Haves
- ServiceNow CSA plus one or more CIS certifications (ITSM, ITOM, HRSD, SAM/HAM, or Discovery).
- Experience with Service Operations Workspace
- Experience with CMDB/Discovery/Service Mapping
- Experience with Performance Analytics
- Experience with SAM/HAM job configuration and optimization
- Experience with Intune or Workspace ONE integrations
- Familiarity with Agile/Scrum methodologies and CI/CD for ServiceNow.
- Experience in complex, distributed, or public-sector environments.
Responsibilities
- Own configuration, maintenance, and optimization of ServiceNow core modules: Incident, Problem, Change, Request/Service Catalog, Knowledge, CMDB, Discovery, and Asset Management.
- Manage update sets, source control, environment strategy, and release deployments across Dev/Test/Prod.
- Oversee platform governance, enforce standards, and lead platform roadmap discussions.
- Design and implement advanced workflows, custom applications, client/server scripts, and Flow Designer automations.
- Develop high-quality, scalable scripts using JavaScript and Glide APIs.
- Extend platform capabilities through IntegrationHub and scripted REST/SOAP APIs.
- Architect, build, and maintain secure integrations with enterprise systems (REST/SOAP, OAuth, MID Server).
- Support integrations with device-management, identity, and infrastructure systems (e.g., Intune, Workspace ONE, vendor ticketing connectors).
- Lead CMDB data modeling, reconciliation, normalization, and CI lifecycle improvements.
- Maintain and tune Discovery schedules, probes, patterns, and classification logic.
- Support SAM/HAM processes, job runs, and data quality initiatives.
- Implement and maintain RBAC, access controls, audit logging, and platform security standards.
- Ensure compliance with organizational and regulatory requirements.
- Plan and execute upgrades, patches, and hotfixes with minimal business disruption.
- Maintain Performance Analytics indicators, collections, and dashboards.
- Monitor platform health and proactively resolve performance issues.
- Produce technical design documents, runbooks, and admin/user guides.
- Mentor junior team members and provide SME-level guidance to project and operations teams.
- Conduct training sessions for engineers, Service Desk, and business stakeholders.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
