ServiceNow Lead

Title: ServiceNow Lead

Start: June 2025

Duration: 12 Months (high possibility of Extension)

Location: Baltimore, MD (Onsite)

Type: C2C / W2 with benefits

USCs / GCs

Position Description:

• Responsible for all aspects of the health, performance, operations, and security of the platform
• Participate in the development of business requirements ensuring a thorough understanding of business needs and processes
• Conceptualize, design, code, and test ServiceNow solutions that deliver new system capabilities, system enhancements or defects
• Collaborate with fellow team members to improve the quality and scalability of supported systems and provide recommendations
• Continuously monitor application performance and vendor recommended patches & upgrades
• Assist with product roadmap & business capabilities that align with the application
• Standard ITSM development/support including incident, problem, change, requests (service catalog) and knowledge management
• Conceptualize, design, code, and test ServiceNow solutions that deliver new system capabilities, system enhancements or defects
• Support & maintain applications by proactively resolving issues and enhance application stability
• Drive the continuous improvements of our implementation methodology and service offerings based on client experiences
• Mentor other team members in implementation methodology, solution design, ServiceNow configuration and best practice
• Experienced in leading ServiceNow implementation for global clients and implemented ITOM and ITSM modules such as IM, PM, CM, RM & Catalog along with integrations and CMDB, Hardware, Software Asset Management, Discovery, Service Mapping and Event Management
• Strong working knowledge of ServiceNow components such as Service Catalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge, Release Management, etc.
• Thorough understanding of ITIL processes, including Incident, Problem, Configuration Management, ITOM and Asset Management
• Excellent knowledge of ServiceNow Best Practices and ongoing knowledge of latest ServiceNow features
• Participation in the full software development life cycle: Analysis, Design, Coding, Testing and promotion into Production
• Knowledge of system design and development used within Service Oriented architecture and web services integration (SOAP, WSDL, JAXWS)
• Strong knowledge of Web 2.0 Technologies (Java Scripting, XML, HTML, AJAX, Jelly, CSS, PERL scripting, etc.), PowerShell
• Development and configuration of Workflows, UI Pages (Jelly and Glide scripts), UI Macros, Business Scripts, Client Scripts, UI Scripts, UI Actions, Ajax Scripts, UI Policies, Script Includes and Security Rules
• Day to day reporting

Qualifications:

• ServiceNow CSA or CAD Certification
• Bachelor's degree in computer science, management information systems, or related field, preferred
• Minimum ten years leading technical teams with increasingly complex projects in a cloud Software as a Service (SaaS) environment and cloud ecosystem
• ServiceNow Certified Implementation Specialist certification
• 7 years of experience working with ServiceNow
• ITIL V3 Foundation Certified