ServiceNow ITSM Functional Lead (100% Remote)
About The Position
The ServiceNow ITSM Functional Lead oversees the functional and business-process aspects of IT Service Management, providing expert guidance on ServiceNow capabilities, customization options, and best practices. The role leads development and support efforts for assigned requests, projects, and tasks; documents business requirements and user stories; coordinates technical work and testing; and ensures effective communication and collaboration across teams to meet business needs and maintain system integrity. The position is remote, with one onsite day per month in Harrisburg, Pennsylvania; travel for that onsite work is paid by the client. The stated engagement duration is 12+ months. The role requires a ServiceNow Certified Implementation Specialist – IT Service Management (CIS-ITSM) certification and lists CBAP and CSQA certifications as required, with CSA and CAD certifications preferred.
Requirements
- At least 8 years of expertise delivering services via ServiceNow for projects of various sizes and subject matter.
- At least 5 years of experience designing business processes for ServiceNow implementations.
- At least 5 years of experience delivering ServiceNow services described in the posting.
- 2–3 years of experience working in a Business Analyst capacity.
- Experience working with and presenting to senior leadership and stakeholders.
- Experience on at least two support and enhancement projects as a functional or technical lead.
- Experience working with ServiceNow's Now Assist GenAI model.
- At least one hands-on ServiceNow ITSM implementation project as a functional or technical lead.
- Experience coding and configuring ServiceNow ITIL/ITSM practices and methodologies.
- Proficiency with Microsoft Office 365, including Teams, Word, Excel, and PowerPoint, and proficiency with the Microsoft ADO Testing Module.
- Bachelor's degree in business management or information systems; equivalent combinations of education and/or experience may be accepted.
- Experience designing, architecting, or advising on human-computer interactions, interfaces, and styles.
- ServiceNow Certified Implementation Specialist – IT Service Management (CIS-ITSM) certification.
- The posting identifies Certified Business Analysis Professional (CBAP) and Certified Software Quality Analyst (CSQA) as required certifications, stating “Plus, one or both.”
Nice To Haves
- ServiceNow Certified System Administrator (CSA) certification.
- ServiceNow Certified Application Developer (CAD) certification.
Responsibilities
- Act as a trusted advisor on ServiceNow capabilities, customization options, and best practices.
- Complete assigned request items, tasks, and projects in a self-directed and semi-independent manner.
- Coordinate and lead the technical and functional development and support of assigned ServiceNow requests, projects, and tasks.
- Ensure the client and contractor mutually understand each request and the proposed approach before work begins.
- Coordinate and execute development activities, including reports, integrations, interfaces, conversion programs, database design and creation, and enhancements.
- Document detailed requirements or user stories in Azure DevOps (ADO), as determined by the client.
- Record work progress and related details in systems of record such as ServiceNow RITMs, tasks, and ADO.
- Perform in-scope technical work, including configuration, coding, testing, automated test-script writing using ATF, data loads, and scripting.
- Perform or coordinate unit, system integration, user acceptance, and other testing specified by the client's IT Quality Management Playbook.
- Document and demonstrate changes (showbacks) to stakeholders as directed.
- Coordinate with the system administration team to have changes coded, peer-reviewed, and implemented into production.
- Provide change documentation and knowledge transfer, and support the application support team with troubleshooting and questions as needed.
- Promote ease of use for customers, users, and management.
- Review, advise on, and approve changes and designs to ITSM and other technology.
- Develop and maintain plans and other documentation using established standards, procedures, templates, and methodologies.
- Maintain productive working relationships with technology staff, business owners, project sponsors, vendors, and key clients.
Benefits
- Client-paid travel for the required onsite day.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
