ServiceNow Lead

Job Location s

US-GA-Home

Engineering

Public Trust

We are seeking an experienced and proactive Service Now Lead to oversee the design, implementation, and support of Service Now modules across the organization at a large enterprise scale. The ideal candidate will have a proven track record in engineering and administrating Service Now in a Dev Sec Ops  cloud environment.

The lead must have deep familiarity with multiple Service Now 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 Service Now to multiple SaaS tools.

As a Service Now Engineer Lead, you will work closely with cross‑functional teams, including IT Operations, Security, and Dev Ops, to ensure Service Now aligns with our business and platform needs. You will be required to take requirements, develop solutions, document thorough Agile or Project Management plans, and lead a team to meet deliverables and outcomes on time. The position requires you to create and deliver presentations to the customer in addition to having development and engineering skills.

You will work with a federal customer and collaborate closely with the Account Program Manager to ensure successful delivery, alignment with requirements, and customer satisfaction.

Service Now Development and Automation

• Develop using a Dev Sec Ops  model
• Build integrations
• Automate workflows
• Write server‑side and client‑side scripts
• Create and modify tables
• Support the integration of Service Now with other critical Enterprise Services like Git Lab CICD and Datadog.
• Create Service Now Automated Workflows providing advanced integration capabilities eliminating manual tasks

Integrated Enterprise Platform

• Support and integrate AWS infrastructure components within Service Now modules (e.g., discovery, monitoring, automation).
• Help develop automation and orchestration using Service Now for AWS environments.
• Build 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.

Cloud & AWS

• Support and integrate AWS infrastructure components within Service Now modules.
• Help develop automation and orchestration using Service Now for AWS environments.
• Build user‑friendly forms and reports.
• Work closely with Infrastructure and Cloud teams to maintain accurate asset and configuration data.
• Ensure CMDB remains current and accurate.

Service Now Implementation & Management

• Lead end‑to‑end implementation, configuration, customization of Service Now modules, and integration with other tools via APIs.
• Design, solve, and develop technical documentation.
• Lead Agile or Project Management planning sessions and present progress on activities and accomplishments.
• Lead other team members to ensure deadlines are met.
• Drive adoption and optimization of ITSM, ITOM, CMDB, and other relevant Service Now capabilities.
• Develop and maintain workflows, automation rules, integrations, and reports.
• Serve as the primary point of contact for all things Service Now within the organization.
• Make key strategic decisions regarding retaining current processes vs. adopting Service Now best practices.

Leadership & Team Management

• Create and deliver presentations to the customer.
• Provide technical leadership to a team of Service Now administrators and developers.
• Guide project planning, resource allocation, and prioritization for Service Now initiatives.
• Collaborate with business stakeholders to gather requirements and translate them into functional solutions.

Process Improvement & Governance

• Define best practices and governance for Service Now 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 internal teams and external customers to ensure alignment, transparency, and success of Service Now‑related projects.
• This position is…