Job Description

Team Lead of Technology - ServiceNow

Remote (United States)

Monday-Friday, 8:00am-5:00pm

Do you love the intersection of technology and employee experience?  Are you seeking a position where you can influence a company through technical leadership, effective business partnership, and the implementation of strategy?  Come join our team to deliver ServiceNow-based capabilities that power many aspects of our employee experience!

Role Overview: As the ServiceNow ITOM Team Lead, you will play a critical role in leading, mentoring and providing technical guidance to a team of ServiceNow Engineers. You’ll be responsible for ensuring that our ServiceNow solutions align with our business objectives, drive operational efficiency, and provide our teams with the tools they need to excel. With your leadership, we’ll continue to strengthen our ServiceNow offerings and deliver enhanced value to the organization.

Technical Leadership in ITOM

• Possess deep technical expertise in ServiceNow ITOM modules, especially Discovery, Service Mapping, and Configuration Management Database (CMDB).
• Strategic Planning: Contribute to the development and execution of the ITOM roadmap, aligning it with the organization's overall IT strategy and business objectives.
• IT Operations Management leadership: Lead the management and optimization of ITOM, ensuring it meets business requirements and operational needs.
• Solution Design: Assist with designing robust, scalable, and secure ServiceNow ITOM solutions, including Discovery, Service Mapping, Event Management, Operational Intelligence, and Orchestration.
• CMDB Design & Health Collaboration: Oversee the design and maintenance of the Configuration Management Database (CMDB), ensuring data integrity, normalization, and reconciliation rules are effectively implemented. This includes Common Service Data Model (CSDM) adherence.
• Stakeholder Engagement: Work closely with business stakeholders to gather requirements, define processes, and translate them into effective ServiceNow solutions that drive business value.
• Pattern & Probe Development: Oversee and sometimes perform hands-on development of custom Discovery patterns, probes, sensors, and Service Mapping rules to accurately discover and map IT infrastructure and business services.
• Staying Current: Stay up-to-date with the latest ServiceNow ITOM releases, features, and industry trends, recommending their adoption where beneficial, lead continuous improvement initiatives that increase platform usability and user satisfaction.
• Reporting & Analytics: Develop and maintain reporting dashboards, KPIs, and other data-driven insights for business leaders. Use reporting to identify trends, issues, and opportunities for improvement.
• Code Quality & Standards: Establish and enforce coding standards, best practices, and governance for all ITOM development and configurations. Establish a process for regular code reviews.
• Project Oversight: Manage the full lifecycle of ServiceNow ITOM projects, from requirements gathering and design to deployment, testing, and post-implementation support.
• ROI: Drive ServiceNow ITOM value and return on investment. Manage to value resting points and communicate successes, risks, and opportunities.  Balance strategy with operational needs based on documented business processes.
• Provide effective leadership in support of the IT organization including resourcing, budget, structure, and policies and procedures.
• Create an environment that values employees and encourages cooperation, open communication and teamwork.
• Serve as a role model by demonstrating commitment to company values, high performance standards, workplace diversity, and driving results.

People and Team Management

• Mentor and develop team members, set clear expectations, and conduct performance reviews.
• Foster a culture of collaboration, accountability, and continuous learning.
• Represent the team in cross-functional initiatives and external engagements, such as ServiceNow conferences and product strategy sessions 
• Create an environment that values employees and encourages cooperation, open communication and teamwork.
• Serve as a role model by demonstrating commitment to company values, high performance standards, workplace diversity, and driving results.

What technical skills, experience and qualifications do you need?

• Bachelor’s degree in computer science or related field required.
• Minimum of ten (7) years of infrastructure leadership experience.
• Minimum of five (5) years of recent experience with ServiceNow platform.
• Strong understanding of ServiceNow modules such as ITSM, ITOM, and SPM.
• Experience with ServiceNow integrations, workflows, and automation.
• Proven track record of successfully leading ServiceNow projects and teams.
• Exceptional leadership, communication, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• An ability to provide excellent customer service through understanding the impact of services and delivering a highly reliable service that meets customers’ needs and expectations.
• Direct management of cross-functional, sourced, or matrixed teams.
• Strong process management, negotiating, influencing and problem resolution skills.
• Proven ability to effectively prioritize and execute in a high-pressure environment.
• Understanding of ITIL framework.
• Knowledge of business environment, service requirements, and financial services sector.
• Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of action.
• Strong verbal and written communication skills with the ability to articulate complex technical ideas in easy-to-understand business terms.
• Ability to accomplish results through others, particularly by establishing relationships, effective controls and leading in a managed service environment.

Remote

About Us

CSC is a global business, legal, and financial services company based in Wilmington, Delaware, USA, providing knowledge-based solutions to clients worldwide. We have offices and capabilities in over 140 jurisdictions in the Americas, Europe, Asia Pacific, and the Middle East, and more than 8,000 colleagues. We are the business behind business.®

Visit our careers site to learn more about CSC and our commitment to our clients, communities, and each other.

CSC is committed to creating a feeling of belonging through a diverse and growth-oriented environment where everyone is valued.

CSC colleagues have global career opportunities and excellent benefits, including annual success-sharing bonuses or commission plans based on individual performance. To learn more, visit cscglobal.com/service/careers .

We offer a range of support to colleagues with disabilities, ensuring people have the necessary resources to thrive in their roles. We encourage candidates to work closely with our talent acquisition partners to convey their specific needs. Our commitment to accessibility reflects our broader dedication to diversity and belonging,

CSC only accepts resumes from employment agencies that are part of our approved supplier program. Resumes submitted from other agencies either to talent acquisition, our hiring leaders, employees, or through any other mechanism other than our supplier process, will not be eligible to claim related fees and the submitted resumes will be considered property of CSC.

We encourage candidates to apply directly to our website and not through third-party sources.

Disclaimer: The information above describes the general nature and level of work performed by employees in this role. It is not intended to describe all duties, responsibilities, and qualifications.

About The Team

At CSC®, we’re always looking ahead, finding ways to improve and anticipate the future needs of our customers. Curiosity fuels our innovation and productivity drives our results. This proactive mindset has helped us adapt and create solutions that have enabled businesses to run smoother and smarter for more than 120 years.

CSC is committed to attracting, developing, and retaining talented people whose personal values align with ours. We empower our employees to bring the right solutions to market to meet customer demand. That is why we are the premier provider of global solutions for more than 180,000 businesses.

• CSC is a great place to work with smart and dedicated people. We have been voted a Top Workplace every year since 2006 and are a 2022 National Top Workplace.
• We offer challenging work and career opportunities. Most positions are filled with internal moves and employee referrals.
• Employees are eligible for an annual success sharing bonus or commission plans based on role and individual performance.
• CSC offers excellent benefits, including medical, dental, life insurance, and flexible spending and health savings accounts. We also offer you a 401(k) with employer match and profit-sharing, paid time off, tuition reimbursement, and more.
• As business needs allow, CSC offers hybrid/remote work schedules in alignment with local regulations. Specific details for this position will be discussed during the interview process.
• Our global standard for our work environments supports current and future technology initiatives through open design, sit-stand workstations, and digital interface points with wireless access throughout the campus. It’s an exciting time for us in terms of growth and expansion.