Service Now Lead

Job Description:

Leads ServiceNow administration across modules like ITSM, HRSD, and FSM. Coordinates platform transitions, automations, stakeholder alignment, and metrics reporting.

Tools: ITSM, HRSD, ITOM, ITAM, CMDB,Workplace Service Delivery, Field Service, Flow Designer, EC Pro

Key Responsibilities:

• Lead ServiceNow KT, system audits, and configuration governance.
• Design and optimize catalog items, forms, and access roles.
• Partner with HR, Facilities, and IT on cross-functional workflows.
• Identify automation gaps and streamline service delivery.
• Track module usage, ticket SLAs, and workflow effectiveness.
• Ensure platform readiness for audits and stakeholder updates.
• Liaise with vendors for support and roadmap planning.

Qualifications:

• 7+ years administering the ServiceNow platform across ITSM,ITAM,ITOM, CMDB, HRSD, FSM, Workplace Delivery, and EC Pro.
• Deep knowledge of ServiceNow Flow Designer, business rules, client/server scripts, and ACLs.
• Proficient in creating and managing catalog items, approval workflows, dynamic forms, and SLAs.
• Experience integrating ServiceNow with third-party systems (e.g., identity platforms, facilities systems).
• Skilled in metrics setup: ticket volumes, deflection rates, module usage, and SLA performance.
• Demonstrated experience leading ServiceNow instance upgrades, patch management, and clone processes.
• Familiarity with domain separation, scoped apps, data import/export sets, and UI policies.
• Strong in stakeholder engagement: collaborating with HR, IT, and Facilities to define and streamline service workflows.
• Proven track record in preparing for audits, managing compliance documentation, and training L1/L2 teams.