Job Description:

We are seeking an experienced and technically proficient Onshore ServiceNow Technical Lead to oversee and manage ServiceNow projects and operations for our esteemed client. This role requires a dynamic individual who can serve as the key bridge between the onshore client team (4 to 5 - Salt Lake City) and the offshore delivery team (10 - India). With a strong focus on CMDB management, ServiceNow projects, and upgrade activities, the ideal candidate will bring both technical expertise and exceptional leadership capabilities.

Key Responsibilities:

Leadership and Coordination:

Act as the primary point of contact for the onshore client team

Coordinate and collaborate effectively with offshore delivery teams to ensure seamless project execution

Provide thought leadership and strategic guidance to the client on ServiceNow best practices and solutions

Technical Expertise:

Design, develop, and implement solutions on the ServiceNow platform, with a specific focus on Configuration Management Database (CMDB) and related modules

Lead efforts to configure, maintain, and optimize the CMDB, ensuring data accuracy, completeness, and compliance with governance standards

Guide and perform ServiceNow upgrades, including testing, validation, and deployment of new platform releases

Collaborate with teams to develop workflows, automation, and integrations tailored to client requirements

CMDB and Discovery:

Oversee and manage Discovery and Service Mapping activities to maintain accurate and up-to-date CI data

Define and implement reconciliation rules, CI classes, and data models to align with business needs

Troubleshoot and resolve CMDB issues, ensuring alignment with ITIL standards

Project Management:

Lead ServiceNow implementation and enhancement projects, ensuring timely delivery and adherence to quality standards

Prepare and present project updates, roadmaps, and status reports to client stakeholders

Manage risk, dependencies, and issues while proactively identifying opportunities for improvement

Stakeholder Management:

Build and maintain strong relationships with client stakeholders, understanding their needs and translating them into actionable deliverables

Provide training, knowledge transfer, and guidance to client and offshore teams on ServiceNow best practices

Governance and Compliance:

Establish and enforce governance frameworks for CMDB and platform usage

Ensure adherence to security, compliance, and regulatory standards

Required Qualifications:

Experience

8+ years of experience in ServiceNow development, implementation, and administration

Proven track record in managing CMDB, Discovery, and Service Mapping activities

Significant experience in ServiceNow upgrade activities and platform maintenance

Technical Skills:

Proficiency in scripting languages (JavaScript, Glide scripting)

Expertise in ServiceNow modules: CMDB, IT Service Management (ITSM), IT Operations Management (ITOM) -- Discovery, Service Mapping

Knowledge of integration methods (REST/SOAP APIs, MID Server configurations)

Familiarity with ServiceNow reporting and dashboard creation

Leadership Skills:

Experience in leading teams across onshore and offshore locations

Strong communication, stakeholder management, and presentation skills

Preferred Qualifications:

ServiceNow certifications: Certified System Administrator (CSA), Certified Implementation Specialist (CIS) in CMDB, ITOM, or other relevant areas

Education: Bachelor's degree in computer science, Information Technology, or a related field

SMITH JOHNSON GROUP INC.

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