ServiceNow Process Lead

Salary: $123,000 - 163,000 per year Requirements:

• We are looking for someone with 8+ years of ServiceNow experience, including large-scale implementations of Service Catalog, Request Management, and Knowledge Management.
• We need proven experience leading ITSM workstreams and facilitating ServiceNow design workshops and requirements-gathering sessions.
• We are seeking strong knowledge of ServiceNow out-of-the-box capabilities, new platform features, and best practices.
• We value experience prioritizing, rationalizing, and managing complex service catalogs and request fulfillment processes.
• We require demonstrated leadership skills, including managing core project teams, delegating work, and driving delivery in enterprise environments.

• We lead the design and delivery of ServiceNow Service Catalog, Request Fulfillment, and Knowledge Management processes for a large-scale enterprise transformation program.
• We facilitate workshops with business stakeholders, service owners, and fulfillment teams to define target-state processes and requirements.
• We own and manage the process backlog, translating business needs into clear, build-ready user stories.
• We drive prioritization, release planning, and implementation of catalog items, request workflows, and knowledge management capabilities.
• We partner with analysts, developers, and testing teams to support solution design, build validation, and deployment readiness.

• Support
• ITSM
• ServiceNow
• AI
• LESS

More:

We are a client in New York City seeking a ServiceNow Process Lead for a large-scale enterprise transformation program. We offer comprehensive benefits to eligible employees, including medical, dental, and vision insurance, HSA, FSA, 401(k), and life, disability, and ADD insurance. Salaried personnel receive paid time off, and hourly employees may be eligible for paid sick leave when required by law. This role is not eligible for bonuses, incentives, or commissions.

last updated 34 week of 2026