Senior Associate - ServiceNow

About the role

This position involves providing expertise in ServiceNow platform management, focusing on ITSM, ITOM, and IRM modules. The individual will lead planning, execution, and client workshops, translating complex needs into functional and technical requirements. Leading on‑shore and off‑shore teams, evaluating platform performance, troubleshooting issues, and ensuring development standards are met are key responsibilities. Preparing reports and advising stakeholders on project progress is also expected.

Key duties

• Lead ServiceNow engagements and guide client workshops.
• Manage on‑shore and off‑shore teams throughout project lifecycles.
• Troubleshoot technical issues and evaluate platform performance.
• Ensure adherence to development standards and best practices.
• Prepare detailed reports and communicate project status to stakeholders.

Qualifications and skills

• Minimum three years managing large enterprise systems with a focus on ServiceNow, including at least three years directly managing the platform.
• Bachelor's degree or equivalent work experience.
• Experience completing at least one full ServiceNow implementation, with relevant certifications such as CSA and others in ITSM, Discovery, etc.
• Proficiency in customizing workflows, Business Rules, and UI Scripts using JavaScript.
• Experience leading agile teams and delivering projects of varying sizes.
• Strong problem‑solving skills, ability to evaluate and debug platform issues, and prepare detailed reports.
• Authorized to work in the U.S. without sponsorship.