- Company Name
- CRI Advantage
- Job Title
- ServiceNow Engagement Lead (ITSM/CSM/ITOM/SPM)
- Job Description
-
**Job title**
ServiceNow Engagement Lead (ITSM/CSM/ITOM/SPM)
**Role Summary**
Senior technical and delivery leader responsible for end‑to‑end ServiceNow implementations focused on ITSM, CSM, ITOM, and SPM. Oversees development teams, guides architectural decisions, and ensures client delivery excellence while expanding into additional ServiceNow suites.
**Expactations**
- 8+ years of ServiceNow implementation, development or administration experience.
- Proven leadership of cross‑functional technical teams.
- Hands‑on expertise in ITSM, CSM, ITOM, and/or SPM suites.
- Advanced development skills in JavaScript, HTML/CSS, AngularJS, REST/SOAP/JSON integrations.
- Strong communication and client‑facing capabilities.
- Working knowledge of ITIL, Agile/Scrum, and Business Analysis.
**Key Responsibilities**
- Lead technical delivery across all phases of ServiceNow projects.
- Partner with PMs, BAs, and stakeholders to coordinate scope, schedule, and quality.
- Facilitate requirements workshops and produce functional/non‑functional documentation.
- Manage Agile artifacts (sprints, backlogs, epics, releases).
- Configure custom workflows, business rules, UIs, catalog items, and applications.
- Build dashboards, reports, and analytics; optimize performance.
- Develop and execute unit, system, and UAT testing plans.
- Deliver end‑user and administrator training, and technical documentation.
- Support pre‑sales activities: demos, PoCs, and solution design.
- Provide strategic recommendations aligning client needs with ServiceNow capabilities and industry best practices.
**Required Skills**
- ServiceNow platform architecture and configuration.
- JavaScript, HTML/CSS, AngularJS, REST/SOAP/JSON integrations.
- Agile/Scrum delivery, sprint planning, backlog grooming.
- Strong written and verbal communication.
- Customer‑focused presentation and facilitation.
**Required Education & Certifications**
- Bachelor’s degree in a technical field or equivalent experience.
- Certified System Administrator (CSA).
- Minimum two Certified Implementation Specialist (CIS) certifications (e.g., ITSM, CSM, ITOM, SPM).
- Certified Application Developer (CAD).