AWS Solutions Architect Associate or ServiceNow CSA or CIS-ITSM

ServiceNow Lead

We are seeking an experienced and proactive ServiceNow Lead to oversee the design, implementation, and support of ServiceNow modules across the organization at a large enterprise scale. The ideal candidate will have a proven track record in engineering and administrating ServiceNow in a DevSecOps cloud environment. The lead must have deep familiarity with multiple ServiceNow modules (ITSM, ITOM, CMDB, etc.), and strong leadership skills. This role also requires a solid understanding of digital infrastructure and AWS cloud environments with proven experience to develop APIs to integrate ServiceNow to multiple SaaS tools. As a ServiceNow Engineer Lead, you will work closely with cross-functional teams, including IT Operations, Security, and DevOps, to ensure ServiceNow aligns with our business and platform needs. It is required to be able to take requirements, develop solutions, document thorough Agile or Project Management plans and lead a team to meet deliverables and outcomes on time. You will be working with a federal customer and collaborating closely with the Account Program Manager to ensure successful delivery, alignment with requirements, and customer satisfaction. This position requires you create and deliver presentations to the customer in addition to having development and engineering skills.

Key Responsibilities:

• ServiceNow Development and Automation
• Developing using a DevSecOps model
• Building integrations
• Automating workflows
• Writing server-side and client-side scripts
• Creating and modifying tables
• Integrated Enterprise Platform
• Support the integration of ServiceNow with other critical Enterprise Services like GitLab CICD and Datadog.
• Create ServiceNow Automated Workflows providing advanced integration capabilities eliminating manual tasks
• Cloud & AWS
• Support and integrate AWS infrastructure components within ServiceNow modules (e.g., discovery, monitoring, automation).
• Help develop automation and orchestration using ServiceNow for AWS environments.
• Building user-friendly forms and reports
• Work closely with Infrastructure and Cloud teams to maintain accurate asset and configuration data.
• Ensure CMDB is current and accurately reflects the on-prem and cloud environments.
• ServiceNow Implementation & Management
• Lead the end-to-end implementation, configuration, customization of ServiceNow modules, and integration with other tools via APIs, etc
• Design, solution, and develop technical documentation.
• Lead Agile or Project Management planning sessions and present the progress on activities as well as accomplishments.
• Lead other team members to ensure deadlines are met.
• Drive the adoption and optimization of ITSM, ITOM, CMDB, and other relevant ServiceNow capabilities.
• Develop and maintain workflows, automation rules, integrations, and reports.
• Serve as the primary point of contact for all things ServiceNow within the organization.
• Make key strategic decisions to retaining current process and practices vs. adopting of ServiceNow best practices.
• Leadership & Team Management
• Create and deliver presentations to the customer.
• Provide technical leadership to a team of ServiceNow administrators and developers.
• Guide project planning, resource allocation, and prioritization for ServiceNow initiatives.
• Collaborate with business stakeholders to gather requirements and translate them into functional solutions.
• Process Improvement & Governance
• Define best practices and governance for ServiceNow use across departments.
• Identify opportunities to improve efficiency, automation, and user experience.
• Maintain compliance with ITIL and organizational standards.
• Communications
• Communicate clearly and consistently with both internal teams and external customers to ensure alignment, transparency, and success of ServiceNow-related projects.

This position is customer-facing and requires presenting ideas to the customer.

Required Qualifications:

• Bachelor’s degree and 8 years of experience or 12 years of experience and a HS Diploma/Equivalent.
• 8 years of hands-on experience with DevSecOps Engineering and Automation as well as ServiceNow implementation and administration.
• Strong expertise in ServiceNow modules such as ITSM, ITOM, CMDB, and Discovery.
• 8 years of experience in technical leadership or team leadership.
• Solid understanding of digital infrastructure including servers, storage, and networking.
• Experience working with AWS infrastructure, including EC2, S3, VPCs, and automation tools.
• Strong analytical, problem-solving, and communication skills.
• Familiarity with ITIL frameworks and best practices.
• Experience integrating ServiceNow with third-party tools and APIs.
• Expertise in DevOps practices and CI/CD pipelines.
• Knowledge of scripting languages (JavaScript, Python) for ServiceNow customization.