ServiceNow Lead

Overview

Our Client is seeking a highly skilled individual to act as a day-to-day Service Now functional lead for various initiatives. This role involves managing workflows that connect Service Now to procurement, legal, HR, and enterprise application processes.

• Take ownership of business-facing work streams by leading meetings, capturing decisions, documenting requirements, and following up proactively.
• Build trust with business partners by being responsive, organized, patient, and clear in managing requirements, risks, and open items.
• Translate business needs into Service Now requirements, including intake forms, workflows, approvals, portals, catalog items, notifications, dashboards, and integration touchpoints.
• Partner closely with IT technical leads and developers to ensure requirements are buildable, testable, and aligned with the broader Service Now architecture.
• Support existing S2P solutions and related Service Now workflows, including procurement intake, request routing, status visibility, supplier/contract handoffs, and integration coordination with Oracle Fusion ERP, Agiloft, Workday HCM, and other platforms.
• Support Employee Center/portal readiness by defining content, navigation, request experience, ownership, testing needs, and business adoption activities.
• Coordinate across multiple initiatives while keeping priorities, blockers, decisions, and next steps visible to other leads, the PMO, and respective business leads.
• Create and maintain functional documentation, including requirements, process flows, decision logs, test scenarios, UAT scripts, role/security assumptions, and cutover inputs.
• Drive testing support by preparing test scenarios, coordinating business testers, tracking defects, validating fixes, and ensuring end-to-end workflows are tested across Service Now and connected applications.
• Identify risks and gaps early, including unclear ownership, missing requirements, weak adoption plans, integration dependencies, process exceptions, or business readiness concerns.
• Work independently by handling recurring meetings, business follow-ups, documentation, issue triage, and first-pass analysis.

• Experience with Service Now in an Enterprise Applications environment, beyond ITSM/ticketing.
• Exposure to ERP systems such as Oracle Fusion ERP, SAP, or similar.
• Exposure to HCM systems such as Workday, Success Factors, or similar.
• Familiarity with S2P/P2P processes, including intake, approvals, supplier management, sourcing, contracts, and requisitions.
• Exposure to CLM platforms such as Agiloft, Ironclad, Docu Sign CLM, or similar.
• Experience with cross-platform workflows across Service Now, ERP, HCM, CLM, and procurement systems.
• Experience supporting Employee Center, HRSD, portals, catalog items, workflows, dashboards, and reporting.
• Exposure to AI agents, digital assistants, conversational intake, enterprise search, or workflow automation.
• Experience supporting SIT, UAT, defect triage, and business readiness.
• Experience in life sciences, biotech, pharma, or regulated industries is a plus.

Disclosure:
The hourly rates and/or salaries listed may or may not reflect total compensation packages including bonus and fringe benefits, etc., nor are the advertisement(s) posted a guarantee of a certain compensation package for a position or bona fide offer of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.