ServiceNow Team Lead

84.51° is a retail data science, insights and media company. We help The Kroger Co., consumer packaged goods companies, agencies, publishers and affiliates create more personalized and valuable experiences for shoppers across the path to purchase. Powered by cutting‑edge science, we utilize first‑party retail data from more than 62 million U.S. households sourced through the Kroger Plus loyalty card program to fuel a more customer‑centric journey using 84.51° Insights, 84.51° Loyalty Marketing and our retail media advertising solution, Kroger Precision Marketing.

We are seeking a Service Now Team Lead to guide the strategic and technical direction of our Service Now platform. This role serves as both technical architect and hands‑on lead, responsible for driving platform enhancements, ensuring best practices, and overseeing the work of a blended team consisting of offshore developers, system administrators, and a configuration manager. The ideal candidate will combine strong Service Now expertise with leadership, platform governance, and architectural experience.

• Platform Leadership:
  Serve as the technical owner of the Service Now platform, providing direction on architecture, integrations, performance, and scalability.
• Team Management:
  Lead a global team including 2 developers, 2 system administrators, and 1 configuration manager. Provide guidance, mentorship, and workload prioritization.
• Solution Architecture:
  Design and review technical solutions across ITSM, ITOM, HRSD, and other Service Now modules to ensure alignment with 84.51°’s enterprise architecture and security standards.
• Governance & Best Practices:
  Establish development standards, enforce coding practices, and ensure adherence to ITIL and Service Now governance models.
• Project Delivery:
  Collaborate with stakeholders to translate business requirements into technical solutions and ensure timely delivery of platform enhancements and integrations.
• Quality & Performance:
  Oversee instance health, upgrades, and performance monitoring. Coordinate testing and deployment of new releases.
• Stakeholder
  
  Collaboration:
  
  Partner with internal teams (security, infrastructure, product, and business units) to optimize the Service Now platform’s adoption and value.
• Continuous Improvement:
  Identify opportunities for automation, process optimization, and leveraging new Service Now capabilities.

• Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience).
• 7+ years of progressive Service Now experience, including 2+ years in a lead or architect role.
• Proven experience with core Service Now modules (ITSM, ITOM, CMDB, HRSD, CSM, etc.).
• Strong understanding of Service Now architecture, data models, scripting (JavaScript, Glide), and integrations (REST, SOAP, API).
• Experience managing offshore or distributed teams.
• Excellent communication, leadership, and stakeholder management skills.

• Service Now Certified System Administrator (CSA) and one or more advanced certifications (CAD, CIS–ITSM, CIS–Discovery, etc.).
• Experience with Agile delivery and Dev Ops pipelines (ATF, Git, CI/CD).
• Familiarity with CMDB governance and platform security models (ACLs, roles, domain separation).

• The stated salary range represents the entire span applicable across all geographic markets from lowest to highest. Actual salary offers will be determined by multiple factors including but not limited to geographic location, relevant experience, knowledge, skills, other job‑related qualifications, and alignment with market data and cost of labor. In addition to salary, this position is also eligible for variable compensation.
• Benefits include:
  • Health:
    Medical with competitive plan designs and support for self‑care, wellness and mental health. Dental:
    In‑network and out‑of‑network benefit. Vision:
    In‑network and out‑of‑network benefit.
  • Wealth: 401(k) with Roth option and matching contribution. Health Savings Account with matching contribution (requires participation in qualifying medical plan). AD&D and supplemental insurance options to help ensure additional protection for you.
  • Happiness:
    Hybrid work environment. Paid time off with flexibility to meet your life needs, including 5 weeks of vacation time, 7 health and wellness days, 3 floating holidays, and 6 company‑paid holidays per year. Paid leave for maternity, paternity and family care instances.

$99,000—$167,900 USD

Mid‑Senior level

Full‑time

Information Technology

Business Consulting and Services