Lead requirements discovery with clients and stakeholders, clarify ambiguous needs, and design scalable ServiceNow and integrated technology solutions.
Translate business processes into detailed technical designs aligned with both short‑ and long‑term goals.
Serve as a trusted technical advisor, providing expert guidance on platform capabilities, customization, integrations, and best practices.
Identify potential delivery challenges early and develop innovative solutions.
Collaborate with project teams to ensure solution designs are implemented accurately and effectively.
Conduct code reviews and provide feedback to maintain quality, consistency, and alignment with standards.
Design and oversee integrations and automation workflows across systems, ensuring data consistency and integrity.
Document integration strategies, data models, and technical roadmaps.
Apply and promote performance optimization best practices, resolving bottlenecks and improving system responsiveness.
Develop and lead quality assurance and testing strategies for technical deliverables.
Ensure projects are staffed with appropriately skilled and certified resources; identify and address talent gaps.
Work closely with project managers to maintain scope, timelines, and clear communication with leadership and clients.
Define and enforce security and compliance requirements for all solutions.
Produce comprehensive technical documentation, including architecture diagrams, specifications, and implementation guidelines.
Contribute to knowledge sharing across the practice through documentation, white papers, demos, and learning sessions.
Stay current on ServiceNow and related technologies, applying new insights to improve solution design and delivery.
Build and maintain strong client relationships, anticipating needs and guiding clients toward optimal outcomes.
Mentor and coach team members, support career development, and contribute to best‑practice frameworks.
Foster strong partnerships with ServiceNow teams, clients, and internal stakeholders to support collaboration and issue resolution.
Lead strategic solutioning efforts, propose innovative approaches, and support go‑to‑market initiatives.
Contribute to corporate growth by identifying new opportunities, shaping client roadmaps, supporting proposals, and presenting solutions to technical and non‑technical stakeholders.

Requirements

Required US Citizenship is required (required by the federal government for this position).
Active Public Trust Clearance (any agency)
Must be able to obtain a DHS Public Trust clearance.
MUST RESIDE IN THE United States (U.S.) and the work MUST BE PERFORMED in the United States (U.S.), as this work is for a federal contract and laws do apply.
Must have at least 12 or more years of experience implementing or architecting ServiceNow solutions
Certifications in ServiceNow Certified System Administrator
ServiceNow Certified Application Developer
Certified in CIS - Customer Service Management
3+ years experience in CSM

Benefits

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Applicant Tracking System Keywords

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Hard Skills & Tools

ServiceNowintegration designautomation workflowsperformance optimizationquality assurancetechnical documentationdata modelingcode reviewssolution designcustomization

Soft Skills

leadershipcommunicationmentoringcollaborationproblem-solvingclient relationship managementstrategic thinkinginnovationknowledge sharingteam development

Certifications

ServiceNow Certified System AdministratorServiceNow Certified Application DeveloperCIS - Customer Service Management