Lead ServiceNow Practitioner

Responsibilities

• Serve as a consultative partner to IS and business stakeholders—lead discovery sessions, clarify requirements, recommend ServiceNow best practices, and align solutions to measurable outcomes.
• Lead and oversee technical design sessions and develop solution documentation (process flows, user stories, acceptance criteria, configuration approach, release notes).
• Provide oversight to ensure compliance and ServiceNow best practices while remaining hands-on: configure and enhance workflows/automation (Flow Designer), approvals, SLAs, notifications, assignment logic, and service catalog experiences to improve speed, quality, and auditability.
• Lead and optimize ITIL/ITSM processes (Incident, Request, Change, Problem, Knowledge, Service Catalog), including service-based reporting and continuous improvement.
• Lead and provide oversight to configure and support SPM (intake, demand, project/portfolio tracking, resource planning, financial tracking) and executive dashboards/portfolio health reporting.
• Lead and provide oversight to configure and support ITAM processes (asset lifecycle, normalization, compliance reporting, reclamation controls) and audit-ready evidence capture.
• Lead and provide oversight to configure and support Contract Management / Contract Management Pro (intake, routing, approvals, renewals, obligations, metadata standards, audit trail).
• Lead CMDB/CI governance: CI class/attribute standards, lifecycle states, relationship integrity, data-quality rules, remediation workflows, and CI ownership.
• Provide oversight for day-to-day administration and production support (intake/triage, troubleshooting, root-cause analysis, preventive fixes, platform health monitoring) while staying hands-on as needed to maintain operational continuity, compliance, and ServiceNow best practices.

Requirements

• Academic Degree: Bachelor’s degree in Computer Science, Information Systems, or equivalent experience.
• Areas Of Experience: ITIL/ITSM, SPM, ITAM, Contract Management (incl. Contract Mgmt Pro), CMDB/CIs.
• Must have experience as a ServiceNow Administrator or Developer.

Certifications And Technical Skills

• Advanced/Expert: ITSM (ITIL workflows), SPM, ITAM, CMDB/CI governance, Contract Management configuration.
• Advanced: Flow Designer/automation, approvals, SLAs, reporting/dashboards, ACLs/security.
• Intermediate+: JavaScript troubleshooting (client/server), data imports/transform maps, integration concepts (REST/SOAP).
• Advanced/Expert: ServiceNow CSA; ITIL Foundation; Implementation Specialist (ITSM/SPM/ITAM).