ServiceNow Implementation Lead (ITSM)

Role Title: ServiceNow Implementation Lead (ITSM)

Location: New York, NY (Hybrid – 3 days onsite)

Job Summary

The ServiceNow Implementation Lead is responsible for end-to-end delivery and execution of ServiceNow implementations, with a strong focus on ITSM and CMDB. This role requires a hands-on leader who can drive platform configuration, lead implementation teams, and ensure successful deployment and adoption across the enterprise.

The individual will combine deep technical expertise in ServiceNow with program leadership, ensuring scalable, high-quality implementations aligned to business needs and ITIL best practices.

Key Responsibilities

Lead end-to-end ServiceNow implementations, including design, configuration, integration, testing, and deploymentAct as the primary owner for ServiceNow delivery, ensuring timelines, quality, and business outcomes are metProvide hands-on expertise in ServiceNow ITSM modules (Incident, Problem, Change, Request, CMDB, Asset Management)Design and guide ServiceNow architecture, workflows, and integrations with enterprise systemsDrive CMDB implementation, data governance, and accuracy improvementsWork closely with business and IT stakeholders to translate requirements into scalable ServiceNow solutionsLead and mentor developers, administrators, and partner teams during implementationEnsure adherence to best practices in ServiceNow development, ITIL processes, and platform governanceSupport platform upgrades, enhancements, and continuous improvement initiativesDefine and track implementation success metrics, KPIs, and adoption metricsRequired Qualifications

Bachelor’s degree in Computer Science, Information Systems, or equivalent experience

Strong hands-on experience in ServiceNow implementation and configurationProven experience leading ServiceNow ITSM implementation projects in enterprise environmentsDeep expertise in:ServiceNow ITSM modulesCMDB design and implementationWorkflow configuration, scripting, and integrationsStrong understanding of ITIL framework and service management processesExperience managing implementation teams and vendor partnersExcellent stakeholder management and communication skillsPreferred Qualifications

ITIL v4 certification.ServiceNow certifications (System Administrator, Application Developer, or Implementation Specialist).Experience deploying or scaling ServiceNow in a global or multinational organization.Familiarity with infrastructure technologies, cloud environments, and enterprise integrations.

Mohd Abid Rafie

Next Level Business Services, Inc.

E-mail: abid.rafie@recruiter.nlbtech.com