ServiceNow Lead
Role Summary
We're looking for a Principal ServiceNow Engineering Leader to define, architect, and evolve a mission‑critical enterprise ServiceNow platform. In this role, you'll own platform strategy end‑to‑end-from CMDB and data architecture through workflow design, performance analytics, security, and integration patterns. You'll guide complex cross‑functional initiatives, drive platform maturity, and ensure that ServiceNow solutions are scalable, compliant, and aligned with long‑term business and technology goals. You will partner closely with engineering, architecture, product, and business teams to deliver high‑quality solutions, while leading and mentoring a development team. The ideal candidate brings deep ServiceNow expertise, strong architectural instincts, and the ability to translate complex business needs into clear, technically sound platform implementations.
Key Responsibilities
Platform Strategy & Roadmapping: Define and maintain the strategic roadmap for the ServiceNow ecosystem, ensuring scalability, resilience, and alignment with enterprise objectives.
Complex Project Delivery: Lead the planning and execution of large, multi‑system ServiceNow initiatives-from design through deployment-while managing dependencies across teams.
Technical Problem Solving: Identify, analyze, and resolve advanced platform challenges, driving continuous architectural improvement and system maturation.
Architecture & Integration Leadership: Provide architectural oversight for solutions spanning ITSM, ITOM, Security/IRM, Asset Management, and custom applications; ensure adherence to coding, testing, and documentation standards.
Requirements Translation: Convert complex business workflows into actionable specifications that clarify intent and guide the development team effectively.
Data & CMDB Governance: Oversee CMDB, CSDM adoption, Performance Analytics, reporting structures, data quality rules, and platform‑level data modeling.
Cross‑Functional Collaboration: Work with architects, analysts, product owners, and engineering leads to ensure cohesive, well‑integrated platform solutions.
Team Leadership: Manage and mentor a development team, support knowledge‑sharing, encourage best practices, and drive on‑time delivery of initiatives.
Core Skills
ServiceNow Expertise: 10+ years implementing and managing ServiceNow solutions, with hands‑on mastery across ITSM, ITOM, Security Operations, Vulnerability Management, and Asset Management modules.
CMDB & CSDM: Expert‑level understanding of CMDB structures and Common Service Data Model (4.0+), including data onboarding, lifecycle management, and governance.
Performance Analytics: Strong background designing and interpreting PA dashboards, KPIs, and trend analyses.
Architecture & System Design: Deep knowledge of enterprise architecture principles, platform integration patterns, and scalable solution design.
Communication & Executive Reporting: Ability to create polished executive‑level presentations and clearly communicate complex technical concepts.
Technical Curiosity: Strong appetite for learning new technologies, platform capabilities, and evolving ServiceNow best practices.
Technical Skills
- Advanced ServiceNow development and configuration experience
- Working knowledge of JavaScript
- Familiarity with enterprise SaaS tools (Jira, Confluence, Workday, Oracle Cloud, etc.)
- Strong understanding of ITIL, IT workflows, and operational best practices
- Experience working within Agile/Scrum delivery frameworks
Preferred Qualifications
- ServiceNow UI Builder experience
- Background in regulated financial services
- ServiceNow Master Architect or Technical Architect certifications
- ITIL or CISA certifications
Education
- Bachelor's degree in Computer Science or related technical discipline (required)
- Master's degree in a related technical field (preferred)
Location
- Chicago, IL
FAQs
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