ServiceNow Platform Lead

LP Building Solutions•Nashville, TN

7d•Hybrid

About The Position

The ServiceNow Platform Lead serves as a technical and functional steward of the ServiceNow platform, partnering with business and IT stakeholders to understand needs, recommend solutions, and maximize the platform’s value. The role provides expertise in Strategic Portfolio Management (SPM), IT Service Management (ITSM), CMDB, and service management practices, helping align ServiceNow capabilities with business and IT objectives. The lead establishes platform standards and best practices, oversees vendor-delivered work, and supports the effective operation, evolution, and continuous improvement of ServiceNow. The role covers business enablement and adoption, including workflows, intake, automation, approvals, catalog items, Employee Center content, reporting, and dashboards. It guides stakeholders in using SPM for demand, portfolio, project/work, and resource and capacity management, while favoring standard capabilities and minimizing unnecessary customization. The lead also supports solution design, technical-debt reduction, documentation, reusable practices, technical coaching, platform reliability, security and access practices, application and workflow engineering, testing, deployments, upgrades, integrations, MID Servers, data, and CMDB/CSDM. The position works at home and in the Nashville office on a hybrid schedule. The employee must live within a reasonable distance of Nashville or be willing to relocate to the greater Nashville area.

Requirements

3–6 years of meaningful ServiceNow experience and 5–8 years of related platform or technology experience, or equivalent demonstrated capability.
Demonstrated experience administering, supporting, optimizing, or advising on ServiceNow SPM across demand, prioritization, portfolio planning, project/work management, and resource and capacity planning.
Demonstrated technical leadership and platform stewardship, problem solving, customer orientation, requirements clarification, solution delivery, documentation, quality discipline, risk identification, vendor coordination, continuous improvement, collaboration, communication, accountability, and ability to balance immediate delivery with platform reliability and maintainability.
Independent experience with ServiceNow administration, configuration, testing, troubleshooting, upgrades, releases, workflows, catalog configuration, vendor coordination, and basic-to-moderate development.
Bachelor’s degree in Arts/Sciences (BA/BS), or equivalent education and relevant experience.
ServiceNow Certified System Administrator certification is required or expected.
Must live within a reasonable distance to Nashville or be willing to relocate to the greater Nashville area.

Nice To Haves

Certified Application Developer certification.
A relevant Certified Implementation Specialist credential, particularly ITSM or another LP-implemented capability.

Responsibilities

Configure and support workflows, intake, automation, approvals, catalog items, Employee Center content, reports, dashboards, and related business requirements.
Guide stakeholders in using Strategic Portfolio Management across demand, prioritization, portfolio planning, project/work management, and resource and capacity planning.
Support solution design, identify technical risks and dependencies, and recommend corrective actions for unsupported configurations, duplication, recurring issues, and technical debt.
Maintain platform documentation and reinforce standards for development, configuration, testing, deployment, documentation, and support.
Provide day-to-day technical direction and quality oversight for vendor work, including testing, documentation, defect remediation, deployment readiness, support, and knowledge transfer.
Provide technical direction, review work, share knowledge, and coach administrators, developers, contractors, and business partners.
Monitor and support platform reliability and supportability, coordinate technical operations and escalated issue resolution, and recommend preventive improvements.
Perform advanced administration and apply approved access, security, privacy, credential, and control practices; escalate exceptions and major decisions when required.
Configure and develop workflows, forms, tables, scripts, automation, and basic-to-moderate applications using reusable, maintainable, configuration-first practices.
Technically lead readiness for patches, upgrades, testing, deployments, remediation, environment movement, and platform stabilization.
Support integrations, MID Servers, authentication, jobs, imports, data dependencies, CMDB/CSDM, and recurring technical issues within the implemented platform scope.