ServiceNow ITSM & IAM Project Lead

Jobs Description

We are seeking an experienced ServiceNow ITSM & IAM Project Lead to oversee the design, implementation, and validation of ServiceNow and Identity & Access Management (IAM) solutions for the State of Missouri. The ideal candidate will possess a strong technical background in ServiceNow ITSM and CSDM frameworks, enterprise IAM/IGA integrations, and Microsoft ecosystem technologies, along with proven experience managing complex public-sector projects.

Responsibilities

• Responsibilities:
• Lead and manage end-to-end ServiceNow implementation projects.
• Apply ITIL 4 and ITSM best practices across ServiceNow modules.
• Implement and align configurations with ServiceNow CSDM 4.0+ framework.
• Lead configuration and customization of key ServiceNow modules, including CMDB; Incident, Problem, and Major Incident Management; and Change and Request Management.
• Ensure compliance with organizational and CSDM framework standards.
• Architect, configure, and deploy IAM/IGA solutions at an enterprise scale.
• Design and implement Role-Based Access Control (RBAC).
• Integrate IAM/IGA platforms with ServiceNow, Active Directory, and Microsoft 365.
• Strong working knowledge of Microsoft 365 and Active Directory administration and integration.
• Support data and user access flows between Microsoft services and ServiceNow.
• Familiarity with State of Missouri’s Cherwell ticketing system or similar state ITSM environments.
• Project Oversight and Vendor Management.
• Perform Technical Design and Configuration Reviews to ensure ServiceNow modules and workflows align with the CSDM and business requirements.
• Validate all integrations (ServiceNow, Active Directory, M365) for data integrity and flow accuracy.
• Develop and assess comprehensive training plans and materials tailored to the State’s implementation.
• Deliver an Operational Readiness Report with complete documentation, including architecture diagrams and design specs.
• Complete and verify a Go-Live Readiness Checklist ensuring all prerequisites for production deployment are met.

Qualifications

• Required Experience:
• 5+ years of IT experience
• 2+ years of experience in ServiceNow and ITSM
• 2+ years of experience in IAM/IGA and integrations
• 2+ years of experience in Microsoft 365/Active Directory
• Experience demonstrating strong understanding of ITIL 4 and CSDM 4.0+ frameworks
• Experience demonstrating excellent communication, leadership, and documentation skills
• Preferred Experience:
• Experience working with state or public-sector IT systems
• Required Education:
• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Preferred Certifications:
• ServiceNow Certified System Administrator (CSA) or Implementation Specialist
• ITIL 4 Foundation Certification
• Microsoft Certified: Identity and Access Administrator Associate
• Project Management Professional (PMP) or equivalent