ServiceNow

• The ServiceNow Manager manages the daily operation and delivery of the ServiceNow platform and services across the organization, with a strong focus on execution, service quality, and user experience.
• This role ensures the effective use and ongoing support of the ServiceNow platform, manages service delivery processes, and provides direct oversight of incident, request, change, and asset management activities.
• The ServiceNow Manager supervises and develops team members, ensures timely resolution of issues and requests, and creates and maintains processes that align IT services with business needs.
• This role monitors service performance and drives continuous improvement efforts to enhance efficiency and customer satisfaction.

ServiceNow Manager

• Work with stakeholders to understand their needs and develop solutions accordingly.
• Stay up to date on latest ServiceNow features and functionality.
• Communicating and collaborating with cross-functional teams to identify and document business processes that can be automated using ServiceNow.
• Working with a user experience mindset to develop and deploy solutions for customers.
• Participating in agile planning ceremonies to help define and prioritize ServiceNow work for upcoming sprint.
• Must be self-directed with proven ability to make mature decisions supported by thorough data and process analysis.
• Sharing knowledge and best practices with other team members through code reviews, pair programming, and training sessions.
• Mentor and train junior ServiceNow developers.

Manager – ServiceNow

• Define and maintain the ServiceNow roadmap aligned with organizational goals.
• Establish governance frameworks, standards, and best practices for platform usage.
• Ensure compliance with licensing, security, and regulatory requirements.
• Oversee platform architecture and integration with other enterprise systems.
• Evaluate new ServiceNow modules and features for adoption.
• Ensure scalability and performance optimization.
• Act as the primary liaison between IT, business units, and ServiceNow developers.
• Gather requirements and prioritize enhancements based on business needs.
• Communicate platform updates and changes to stakeholders.
• Monitor platform health, performance, and capacity.
• Manage upgrades, patches, and releases in coordination with technical teams.
• Ensure proper incident, problem, and change management processes for the platform.
• Provide guidance to ServiceNow administrators, developers, and process owners.
• Oversee vendor relationships and manage third-party support contracts.

ServiceNow Governance Lead

• Lead the design, development, and optimization of complex ServiceNow solutions leveraging modern platform capabilities, best practices, and extensibility frameworks
• Act as a technical authority across SAM (HAM/SAM Pro), ITOM (Discovery, Service Mapping, Event Management, Health), SPM, and enterprise analytics and reporting
• Architect and govern CMDB and Asset Management solutions, ensuring data quality, normalization, reconciliation, lifecycle integrity, and operational reliability
• Design scalable CMDB models that support ITOM visibility, asset lifecycles, compliance, reporting, and integration with downstream systems
• Deliver advanced platform solutions using Flow Designer, IntegrationHub, custom APIs, Script Includes, and asynchronous processing
• Build and optimize Platform Analytics, Performance Analytics, and executive-level dashboards, driving data-informed decision-making
• Leverage emerging ServiceNow capabilities such as Service Exchange, Platform Analytics, AI/Automation frameworks, and next-generation reporting tools
• Define technical patterns, guardrails, and reference architectures aligned with platform strategy and long-term sustainment
• Partner with Product Management, Enterprise Architecture, Security, and Operations to translate strategic goals into robust technical solutions
• Mentor engineers and provide architectural guidance through design reviews, code reviews, and technical coaching
• Lead complex troubleshooting efforts, including CMDB health issues, discovery failures, integration bottlenecks, and performance degradation
• Produce high-quality, audit-ready technical documentation, including solution designs, data models, and architectural diagrams

Staff Software Engineer – ServiceNow ITAM

• Support the implementation and configuration of core ITSM capabilities within a USSOCOM environment
• Configure and enhance Incident, Problem, Change, Knowledge, Request Management, Service Catalog, and Service Operations Workspace functionality using ServiceNow best practices
• Configure and customize Incident, Problem, Change, Knowledge, Request Management, and Service Catalog modules
• Develop catalog items, record producers, execution plans, workflows, and routing logic
• Configure SLA/OLA management, prioritization models, categorization structures, templates, and assignment rules
• Implement CMDB driven auto assignment and risk based change management processes
• Configure Major Incident Management including communication plans, post incident reporting, and related workflows
• Build dashboards, reports, surveys, and operational metrics
• Configure Knowledge Management processes including article submission workflows, feedback, notifications, and access controls
• Implement and configure Service Operations Workspace including persona based views, UI actions, routing rules, and live agent integrations with Microsoft Teams
• Configure ACLs, User Criteria, UI Policies, forms, plugins, and update sets
• Conduct knowledge transfer sessions and provide guidance on ServiceNow best practices and platform administration

ServiceNow Developer – Secret

• Lead the design, development, and evolution of enterprise-grade ServiceNow solutions
• Own the end-to-end ServiceNow architecture across Now Assist capabilities related to Platform, ITSM and HRSD
• Design scalable, upgrade-safe solutions aligned with ServiceNow best practices and enterprise standards
• Lead technical design reviews and architecture governance
• Integrate ServiceNow with large language models and third-party AI services
• Define and govern AI skill configurations, virtual agent flows
• Ensure data security, role-based access, and compliance
• Monitor AI feature performance and fine-tune agentic workflows
• Architect Agentic AI workflows to enable autonomous or semi-autonomous task execution
• Act as a trusted advisor to Business leaders, product owners & enterprise architect

Lead Software Engineer, ServiceNow AI

• Own the end-to-end ServiceNow implementation across HRSD
• Design scalable, upgrade-safe solutions aligned with ServiceNow best practices and enterprise standards
• Lead technical design reviews and architecture governance
• Optimize customer experience using modern UI and AI-assisted workflows
• Design & Architect ServiceNow Integrations using Integration hub and custom APIs
• Ensure data security, role-based access, and compliance
• Lead adoption of ServiceNow AI capabilities
• Identify opportunities where AI meaningfully reduces manual effort and improves service outcomes
• Act as a trusted advisor to Business leaders, product owners & enterprise architect
• Influence roadmap planning, platform strategy, and prioritization decisions
• Promote a supportive and collaborative teamwork environment across diverse groups
• Evaluate interdependencies and think critically when solving problems

Lead Software Engineer, ServiceNow HRSD

• Own the end-to-end ServiceNow implementation across CSM and Finance Enterprise Service Workflows
• Design scalable, upgrade-safe solutions aligned with ServiceNow best practices and enterprise standards
• Lead technical design reviews and architecture governance
• Optimize customer experience using modern UI and AI-assisted workflows
• Design seamless employee experiences using UI Builder and reusable components
• Ensure data security, role-based access, and compliance
• Architect Finance-specific workflows and integrate with ERP and financial systems
• Lead development using UI Builder and Next Experience Service portal custom development to support existing apps
• Lead integration strategy with CRM, ERP, HRIS, Finance, and third-party systems
• Act as a trusted advisor to Business leaders, product owners & enterprise architect
• Influence roadmap planning, platform strategy, and prioritization decisions
• Promote a supportive and collaborative teamwork environment across diverse groups
• Evaluate interdependencies; think critically/systemically when solving problems

Lead Software Engineer, ServiceNow Finance

• Design, configure, and develop custom applications and workflows within the ServiceNow platform.
• Customize ServiceNow forms, fields, business rules, workflows, UI policies, and UI actions.
• Implement and maintain integrations between ServiceNow and third-party systems using REST, SOAP, or other APIs.
• Perform platform upgrades, patches, and module deployments.
• Monitor the health, usage, and overall compliance of the ServiceNow platform.
• Work closely with business analysts, project managers, and collaborators to gather and analyze requirements.
• Participate in Agile/Scrum processes to deliver incremental improvements.
• Create and maintain technical documentation, including system design, configuration, and user guides.

ServiceNow Developer

• Responsible for the development, configuration, integration, and operational support of ServiceNow IT Integrated Risk Management (IRM), Governance, Risk & Compliance (GRC), and Third-Party Risk Management (TPRM) modules
• Partner closely with Risk, Compliance, Security, IT Operations, and business stakeholders
• Deliver scalable, automated, and compliant ServiceNow solutions that support enterprise risk management and service delivery objectives
• Development of approved stories in bi-weekly sprint cadences
• Triage, investigate, and resolve issues in accordance to enterprise SLAs
• Presenting non-standard technical solutions in architecture boards for approval
• Ensure production delivery during releases
• Defect remediation in response to upgrades, incident tickets, and other unplanned events

ServiceNow Risk Engineer

• Available to teach synchronous online courses via Microsoft Teams on Monday and Tuesday every week
• Plan and organize instruction in ways that maximize virtual student learning and engagement
• Modify, where appropriate, instructional methods and strategies to meet diverse student’s needs
• Employ appropriate teaching and learning strategies to communicate subject matter to students
• Possess thorough and accurate knowledge of Service Now workflow deployment.
• Collaborate with colleagues, attend meetings and academic initiatives for overall program improvement
• Stay current in their subject matter through professional development, involvement in professional organizations, and attending meetings, conferences, or workshops
• Design, update, and align course materials with college standards for adult learners
• Develop hands-on labs, assessments, and other course materials, while evaluating their effectiveness
• Ensure compliance with accreditation standards for instructional quality and education

ServiceNow Adjunct Instructor

• Available to teach synchronous online courses via Microsoft Teams on Monday and Tuesday every week
• Plan and organize instruction in ways that maximize virtual student learning and engagement
• Modify, where appropriate, instructional methods and strategies to meet diverse student’s needs
• Employ appropriate teaching and learning strategies to communicate subject matter to students
• Collaborate with colleagues, attend meetings and academic initiatives for overall program improvement
• Stay current in their subject matter through professional development, involvement in professional organizations, and attending meetings, conferences, or workshops
• Keep updated with advancements and best practices in adult education and instructional design, participating in relevant workshops, conferences, and training sessions to enhance teaching skills and incorporate innovative methods into virtual course delivery
• Design, update, and align course materials with college standards for adult learners
• Develop hands-on labs, assessments, and other course materials, while evaluating their effectiveness
• Build and maintain course shells and templates, including syllabi, exams, discussions, assignments, and assessments
• Select the instructional materials that align with course objectives
• Review course material for accuracy and relevance, providing recommendations for improvements
• Promote collaboration with other staff members and participate in the implementation of new projects, ideas, etc.
• Adhere to CIAT business casual attire.

Workflow Deployment, ServiceNow Adjunct Instructor

• Lead the architecture and design of end-to-end ServiceNow solutions, ensuring alignment with business objectives and IT strategy
• Collaborate with business stakeholders to understand requirements and provide scalable, flexible, and secure ServiceNow designs
• Define and maintain technical and functional roadmaps for ServiceNow deployments, upgrades, and integrations
• Serve as a subject matter expert (SME) and lead the technical direction for ServiceNow projects
• Provide leadership and mentorship to junior architects, developers, and administrators in the ServiceNow environment
• Engage with stakeholders to define business requirements and translate them into technical solutions while managing expectations and ensuring alignment with the overall IT strategy
• Ensure that ServiceNow implementations adhere to best practices for development, security, scalability, and performance
• Design and enforce coding standards, system configurations, and governance processes across ServiceNow instances
• Oversee integration efforts between ServiceNow and other enterprise systems, ensuring seamless and efficient workflows
• Lead the design and development of custom applications, modules, and integrations on the ServiceNow platform to meet business-specific needs
• Implement integrations with third-party tools and systems using REST, SOAP, or other integration methods, ensuring data integrity and optimal system performance
• Provide high-level troubleshooting and issue resolution for complex ServiceNow incidents or challenges
• Work proactively to identify and resolve any potential issues related to performance, scalability, or functionality
• Keep up-to-date with the latest ServiceNow features, releases, and best practices to ensure the platform is optimized for organizational needs
• Recommend improvements, enhancements, and innovations that drive business process automation and operational efficiency
• Act as the primary technical liaison between business stakeholders, project managers, and development teams
• Communicate complex technical concepts to non-technical stakeholders clearly and effectively
• Collaborate with cross-functional teams to design and implement new ServiceNow capabilities
• Ensure compliance with internal standards, regulatory requirements, and best practices in all aspects of ServiceNow development and deployment
• Develop and enforce security policies and procedures related to the ServiceNow platform

Senior ServiceNow Architect

• Support the delivery of ITIL-aligned digital workflows on the ServiceNow platform
• Design, configure, and enhance ITSM solutions
• Build workflows, automations, and integrations using ServiceNow scripting and Flow Designer
• Lead client-facing workshops, gather requirements, and educate clients on best practices for ITSM

Senior Staff, ServiceNow ITSM

• Support pre-sales activities such as demonstrations, project scoping, lead proof of concepts and assist with preparing SOWs (Statement of Work)
• Advise clients on leveraging ServiceNow for supporting their IRM program
• Lead project implementation & oversee architectural design, while working directly with our Engagement Lead, Solution Architect, and team of Developers to ensure project delivery is on track
• Facilitate project introduction, kick-off meetings & weekly client status meetings, while creating and managing project timeline
• Provide guidance to developers on ServiceNow configuration
• Provide final quality assurance reviews of all deliverables
• Design and deliver end user training
• Expand client’s vision and opportunities to drive additional business value through ServiceNow

ServiceNow IRM Implementation Manager

• Provide day-to-day leadership of ServiceNow platform operations
• Oversee configuration, development, integration, and support of ServiceNow modules including but not limited to: IT Service Management (ITSM), IT Operations Management (ITOM), Strategic Portfolio Management (SPM), Configuration Management Database (CMDB), HR Service Delivery (HRSD), Knowledge Management
• Ensure platform design aligns with best practices, scalability standards, and ServiceNow architectural guidelines.
• Review and approve development, configuration, and integration work to ensure proper analysis, testing, documentation, and quality assurance standards are met.
• Lead CAB participation, reviewing and approving platform-related changes to ensure reliability and compliance with change management processes.
• Leverage ServiceNow dashboards, reporting, resource management, and analytics capabilities to monitor performance and drive continuous improvement.
• Serve as an escalation point of contact
• Monitor and communicate potential Severity 1 incidents to leadership.
• Ensure SLAs, KPIs, and ITIL service metrics are consistently achieved.
• Lead a team of ServiceNow Analysts and Developers
• Manage workload distribution, ticket assignments, resource allocation, and project execution to maintain peak team performance.
• Remove impediments
• Manage schedules, on-call rotations, time-off approvals, and payroll sign-off (UKG).
• Participate in hiring, onboarding, performance evaluations, and corrective action processes.
• Maintain a skills matrix and oversee career ladder progression for team members.
• Conduct bi-monthly one-on-ones to support development goals and professional growth.
• Define, review, and implement tactical processes to improve ServiceNow service delivery and team efficiency.
• Identify skill gaps and coordinate targeted training and certifications.
• Enforce ITIL best practices, governance standards, and enterprise policies.
• Prepare executive-level reports including service metrics, platform health dashboards, project status updates, and operational summaries.
• Champion a customer-first service mindset, ensuring high-quality support and operational excellence.
• Promote organizational mission, values, and ethical standards across all team interactions.

See all jobs on JobTailor