ServiceNow SME

Title: ServiceNow Platform Lead - HR/ Employee Center & ITSM Location: Houston, TX, 77024 (onsite 2-3x per week) Duration: Contract-to-Hire Work Requirements: US CITIZENS ONLY - will have access to US Government Data

INSPYR Solutions is seeking a Senior ServiceNow SME to provide management and support for our client's global ServiceNow platform, supporting HRSD, CSM, ITSM, ITAM, ITOM, CMBD, Knowledge, and Employee/Service Portals. This role is accountable for platform governance, roadmap ownership, cross-functional prioritization, and ensuring the delivery of high-quality solutions aligned with enterprise strategy. This resource will drive operational excellence and partner with business and technical stakeholders across a global, matrixed organization.

General Responsibilities:

• Governance, Roadmap & Strategic Execution: Establish the governance process, define standards, and manage the ServiceNow roadmap to align initiatives with enterprise strategy. Partner with stakeholders to prioritize and execute projects, ensuring operational excellence and adoption.
• Global ServiceNow Leadership: Lead and manage a team supporting all ServiceNow modules. Provide oversight for operational support, platform enhancements, and delivery of strategic initiatives.
• Strategic Partnership & Influence: Partner with application business owners and stakeholders across HR, Finance, IT, and Operations to align platform strategy with business objectives, recommend improvements, and ensure enterprise adoption.
• Program & Project Management: Lead global ServiceNow projects, enhancements, and integrations. Manage dependencies, risks, timelines, and resources to ensure successful delivery.
• AI & Automation Initiatives: Drive process automation and AI-enabled initiatives leveraging ServiceNow capabilities to improve efficiency, user experience, and enterprise outcomes.
• Metrics & Reporting: Define and monitor SLAs, KPIs, and platform performance metrics. Provide insights and executive-level reporting to drive informed decision-making.
• Operational Excellence & Process Improvement: Drive continuous improvement, monitor performance metrics, and ensure platform stability and efficiency. Establish best practices for development, testing, deployment, and service management.
• Team Development & Leadership: Manage and develop a high-performing team, setting clear objectives, fostering accountability, and mentoring staff to build capabilities and scale platform impact globally.

Required Skills and Experience:

• BA/BS degree in IT-related fields
• MUST have experience configuring and administering ServiceNow Employee Center and ITSM modules
• 10+ years managing ServiceNow platforms in a complex, global enterprise environment.
• Proven experience leading cross-functional teams and managing large-scale projects and platform operations.
• Strong knowledge of ServiceNow ITSM, HRSD, CSM, ITOM, ITAM, CMDB, Knowledge Management, and ServiceNow Employee Center
• Experience with AI, automation, and workflow optimization initiatives.
• Extensive hands-on experience in either a technical role, a hands-on support role, or a functional/ configuration analyst.
• Extensive experience designing and documenting business process workflows, business requirements documents, functional design documents, and test cases
• Strong project management and business analysis skills and experience, including working with the business during design, testing, and roll-out
• Experience of working as a functional lead across large technically complex projects or directly managing small to medium projects, preferably in a global environment
• Extensive knowledge of the principles, practices, and techniques used in information technology design and development, and experience with various software development life cycle methodologies
• Extensive customer-facing experience, strong ability to facilitate meetings with stakeholders with competing interests, driving agreements and decisions, and determining when and how to escalate appropriate
• Proven ability to think strategically about technology and recommend solutions that align with business priorities
• Strong data analysis skills to enable data-driven decisions
• Experience in overseeing functional and development delivery for 3rd party teams is strongly preferred
• Prior experience with Workday is a plus; Prior experience with Software Development is a plus
• Excellent communication and collaboration skills, with the ability to influence business and IT leaders.
• Demonstrated ability to drive operational excellence and adoption across enterprise platforms.

Our benefits package includes:

• Comprehensive medical benefits
• Competitive pay
• 401(k) retirement plan
• ...and much more!

About INSPYR Solutions Technology is our focus, and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, projects, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

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