Senior ServiceNow Functional Lead

Job Title: Senior ServiceNow Functional Lead
Duration: Contract to Hire
Location: Pittsburgh, PA or Houston, TX.
Work Mode: 5 Days Onsite

Job Description:
Senior ServiceNow Functional Lead to work on site in Pittsburgh, PA. This role will partner closely with the client Product Owner and collaborate with clients offshore ServiceNow teams to drive priorities, clarify requirements, and support successful delivery. The ideal candidate will have strong Leadership skills, ServiceNow functional and ITIL process
knowledge, Agile/Scrum experience, and familiarity with Field Service Management (FSM). Hands on ServiceNow configuration and/or development experience is desirable but not required.

Your future duties and responsibilities
Partner with the Product Owner to refine requirements, priorities, user stories, and acceptance criteria.
Collaborate with offshore teams to ensure requirements and delivery expectations are clearly understood.
Participate in scrum ceremonies, including stand ups, backlog refinement, sprint planning, reviews, and retrospectives.
Provide functional guidance based on ServiceNow capabilities, ITIL processes, FSM, and platform best practices.
Support backlog management, estimation, testing, release readiness, and production stabilization.
Communicate delivery status, risks, and recommendations to client and CGI stakeholders.
Drive continuous improvement across Agile delivery and team collaboration.

Required qualifications to be successful in this role

Minimum Education: Associate degree preferred
Proven leadership with the ability to manage client expectations.
5+ years of ServiceNow ITSM.
Strong knowledge of ITIL processes, including Incident, Problem, Change, Request, Knowledge, and CMDB.
Strong understanding of ServiceNow platform capabilities and best practices.
Experience working with Product Owners and business stakeholders.
Experience serving as a Scrum Master or facilitating Agile/Scrum delivery.
Experience collaborating with offshore or globally distributed teams.
Strong communication, facilitation, and stakeholder management skills.
Experience with ServiceNow Field Service Management (FSM), including field service workflows, work orders, scheduling, dispatch, and mobile workforce processes.

Required qualifications
ITIL V4 Foundations certification
Other ServiceNow certifications a plus
Scrum Master 2 years of experience
ServiceNow Platform 5 years of experience