Crossfuze

ServiceNow

Our ServiceNow Development Team Lead builds and leads a strong technical team, works with customers to understand their needs, designs effective ServiceNow solutions, and oversees implementation with their team.
Experience in ServiceNow ITOM and ITAM is required.
This position is fully remote and candidates must be located in Canada and work in the Eastern Time Zone.
Lead the team using Agile Scrum methodology, including facilitating daily standups, sprint planning sessions, and sprint retrospectives
Build and maintain a strong team spanning multiple geographies and time zones
Recognize obstacles impacting team efficiency, monitor performance KPIs, and collaborate with stakeholders to resolve issues or escalate when necessary
Provide mentorship and development guidance to junior team members and less experienced consultants
For Extend type projects, collaborate directly with clients to deliver continuous value through regular cadence meetings, joint backlog grooming, and story development
Review user stories for technical validity and provide design guidance before development begins.
Coordinate and distribute work assignments effectively across team members
Perform code reviews, ensuring all developed functionality meets functional and technical standards and follows best practices
Perform hands-on ServiceNow development, including system configuration, integrations, and custom application coding when required
Ensure all developed work goes through a formal QA process including peer review, test scripts, and test results related to each story
Conduct sprint reviews and solution demonstrations for clients
Oversee the creation and maintenance of technical documentation, ensuring the team adheres to quality standards
Manage the release process, including preparing update sets, documenting detailed release steps, and guiding the team to ensure smooth promotion to production
Oversee defects management, including root cause analysis, coordinating defect fixes, and implementing continuous quality improvements
Advise clients on platform health best practices, including assistance with upgrades, patching, and release management
Analyze problems and recommend remediation solutions
Conduct technical training and knowledge transfer sessions
Continuously enhance ServiceNow skills by staying current on new releases and features
Build ServiceNow expertise by obtaining new micro and main line certifications as required by Crossfuze
Maintain 75% billable utilization target
Perform other duties as assigned and requested

ServiceNow Development Team Lead, ITOM/ITAM

Customer Success Manager

• Provide hands-on development assistance, including form configuration, workflow administration, reporting, data imports, custom scripting, and third-party software integrations
• Coordinate with the Crossfuze Engagement Manager and Customer stakeholders to understand business requirements and rationale behind changes to existing functionality as well as new functionality to be deployed
• Draft user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
• Answer technical and application configuration questions
• Configure and customize new applications and modules within the ServiceNow platform
• Implement new functionality for customers while following ServiceNow best practices
• Assist in troubleshooting ServiceNow upgrades, patching, and release management
• Provide analysis of problems and possible solutions
• Produce detailed documentation on all work completed
• Lead technical implementation teams including code review for less experienced consultants
• Develop and configure required integration components such as SSO, LDAP, and APIs
• Develop and enhance ServiceNow portal components to improve user experience
• Wherever possible, enable the customer’s ServiceNow administrator(s) to be self-sufficient
• Conduct technical training and knowledge transfer sessions
• Research systems and/or programs to determine causes of failure or poor operational performance; then define, test, and implement detailed solutions
• Maintain 80% billable utilization target
• Other duties as assigned and requested

ServiceNow Development Team Lead, ITOM/ITAM

ServiceNow Senior Technical Consultant, CSM/FSM/SPM