REMOTE ServiceNow

Job Summary: We are seeking a ServiceNow Subject Matter Expert (SME) to lead and support the initial implementation of our ServiceNow platform. This role will focus on Base Configuration and the deployment of ITSM, CMDB, and ITOM modules. The ideal candidate will have deep technical expertise and strategic implementation experience and a successful track record within Banking / Credit Union industry experience desired. As a SME, you will support the Enterprise Architecture Team, ensure adherence to best practices, and act as a trusted advisor to both technical teams and business stakeholders.

• *Key Responsibilities:** Manage the selected ServiceNow Implementer. Serve as the ServiceNow SME, advising on architectural strategy, platform governance, and implementation roadmap for ITSM, CMDB, and ITOM modules. Guide the configuration of core platform settings. Assist with updating and implementing ITSM processes (Incident, Problem, Change, Request, Knowledge) in alignment with ITIL best practices and financial industry needs. Advise and support the Design of a scalable and maintainable CMDB, including class model structure, CI relationships, and automated population using Discovery and Service Mapping. Advise on the setup and tuning of ITOM capabilities (Event Management, Discovery, Service Mapping), integrating with enterprise infrastructure monitoring tools. Collaborate with cross-functional teams to ensure platform integration, data integrity, and secure design that aligns with financial services compliance requirements (e.g., NCUA). Provide strategic guidance on platform performance, scalability, and optimization for future expansion and automation. Provide SME level support during workshops and working sessions with stakeholders to define requirements, set expectations, and document outcomes. Mentor and guide internal ServiceNow Team Members. Document technical specifications, solution architecture, workflows, and configuration management records.
• *Required Qualifications:** Minimum 5+ years of hands-on ServiceNow experience, with at least 3 full-cycle implementations across ITSM, CMDB, and ITOM. Recognized as a ServiceNow Subject Matter Expert with deep knowledge of platform capabilities, performance tuning, and enterprise-grade architecture. Experience in the financial industry is required (Banking / Credit Union desired), with a solid understanding of the operational, compliance, and security requirements in financial environments. ServiceNow Certified System Administrator and Implementation Specialist certifications (e.g., ITSM, CMDB, Discovery, ITOM). Strong grasp of ITIL v4 principles and how they are implemented in real-world ServiceNow deployments. Exceptional communication and leadership skills, including the ability to present technical concepts to non-technical audiences.
• *Preferred Skills:** Experience integrating ServiceNow with tools commonly used in financial institutions (SolarWinds, Azure Entra ID, SSO, SCCM/Intune). Familiarity with regulatory requirements (FFIEC or NIST) and how they impact ITSM processes and platform configuration. Experience in Agile or Waterfall-Agile hybrid SDLC environments. Proven ability to develop governance models and contribute to Center of Excellence (CoE) practices for ServiceNow. Knowledge of scripting tools (JavaScript, Glide API) and use of Flow Designer and Business Rules.