ServiceNow Team Lead

Jacobs Solutions Inc.-posted 12 days ago
Full-time • Mid Level
Dallas, TX
5,001-10,000 employees
Professional, Scientific, and Technical Services
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The ServiceNow Team Lead will oversee a team of ServiceNow professionals, managing incoming work, assigning tasks, and serving as the primary point of contact for customers to ensure their needs are met. This role requires a blend of technical expertise, leadership skills, and customer-facing communication to deliver high-quality solutions on the ServiceNow platform.

  • Work Management: Prioritize, organize, and manage incoming ServiceNow-related tasks, including incident resolution, service requests, and platform enhancements, ensuring timely delivery.
  • Task Assignment: Allocate tasks to team members based on skillsets, workload, and project requirements to optimize team performance and meet deadlines.
  • Customer Engagement: Act as the primary liaison with customers, gathering and clarifying requirements, providing updates on project progress, and ensuring customer satisfaction.
  • Team Leadership: Mentor and guide team members, fostering a collaborative environment, providing technical guidance, and supporting professional development.
  • ServiceNow Expertise: Oversee the design, development, and implementation of ServiceNow solutions, ensuring alignment with best practices and business objectives.
  • Process Improvement: Identify opportunities to optimize workflows, automate processes, and enhance ServiceNow platform functionality.
  • Reporting and Metrics: Track team performance, monitor KPIs, and provide regular reports to stakeholders on project status, team productivity, and service delivery.
  • Issue Resolution: Escalate and resolve complex technical or customer issues, ensuring minimal disruption to service delivery.
  • Collaboration: Work closely with cross-functional teams, including IT, project management, and business units, to align ServiceNow solutions with organizational goals.
  • Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
  • 5+ years of experience working with the ServiceNow platform (ITSM, ITOM, HR, or other modules).
  • 2+ years in a leadership or team lead role, managing technical teams.
  • Proven experience in customer-facing roles, with strong communication skills.
  • ServiceNow Certified System Administrator (required); additional certifications like Certified Implementation Specialist or Certified Application Developer (preferred).
  • Proficiency in ServiceNow configuration, customization, and administration (e.g., workflows, scripting, integrations).
  • Familiarity with ITIL processes (e.g., Incident, Problem, Change Management).
  • Knowledge of JavaScript, HTML, CSS, and REST/SOAP APIs.
  • Strong leadership and team management abilities.
  • Excellent verbal and written communication skills for engaging with customers and stakeholders.
  • Problem-solving mindset with the ability to prioritize and multitask in a fast-paced environment.
  • Experience with Agile/Scrum methodologies and project management tools (e.g., Jira, ServiceNow Agile Development).
  • Employees have access to medical, dental, vision, and basic life insurance, a 401(k) plan, and the ability to purchase company stock at a discount.
  • Eligible employees may also enroll in a deferred compensation plan or the Executive Deferral Plan.
  • Jacobs has an unlimited U.S. Personalized Paid Time Off (PPTO) policy for full-time salaried/exempt employees, seven paid holidays, one floating holiday, and caregiver leave.
  • And certain roles may be eligible for additional rewards, including merit increases, performance discretionary bonus, and stock.
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