ServiceNow Technical Lead

Role Overview: We are seeking a senior-level Service Now Engagement Lead to oversee the delivery of complex enterprise solutions for a large-scale public sector project. This individual will serve as the primary bridge between technical delivery teams and senior stakeholders, ensuring that platform implementations align with organizational goals within a highly regulated FedRAMP environment.

The ideal candidate will have deep Service Now expertise and a proven track record of leading multi-workstream digital transformations (ITSM, ITOM, HRSD, etc.) from inception through value realization.

Key Responsibilities:

• Strategic Delivery:
Lead the end-to-end delivery of Service Now engagements, managing scope, schedule, budget, and governance for parallel work streams.

• Stakeholder Management:
Act as the primary point of contact for project leadership, facilitating workshops, steering committee meetings, and regular status reporting.

• Compliance & Governance:
Ensure all platform configurations and architectural decisions adhere to FedRAMP security standards and public sector regulatory requirements.

• Methodology Leadership:
Apply Now Create or similar Agile/Scrum methodologies to drive successful outcomes, managing sprint planning, backlogs, and RIDAC (Risks, Issues, Decisions, Action Items, and Changes) logs.

• Cross-Functional Orchestration:
Coordinate between Business Analysts, Developers, and Architects to translate complex business requirements into scalable technical solutions.

• Quality Assurance:
Oversee User Acceptance Testing (UAT) and Organizational Change Management (OCM) activities to ensure high adoption rates and client satisfaction.

Required Qualifications:

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Experience:

8+ years of progressive experience in professional services or IT consulting, with at least 5 years specifically dedicated to leading Service Now implementations.

• Technical Depth:
Extensive knowledge of the Service Now platform across multiple product lines (e.g., ITSM, ITOM, CSM, or SPM).

• Citizenship:
Must be a US Citizen or Green Card holder.

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Education:

Bachelor's degree in computer science, Information Technology, Business, or a related field.

Preferred Qualifications:

• Public Sector Knowledge:
Demonstrated experience working with state or local government entities, specifically within a FedRAMP or similarly secured cloud environment.

Certifications (Highly Preferred):

• Service Now Certified System Administrator (CSA)

• Service Now Certified Implementation Specialist (CIS) in one or more modules

• Project Management Professional (PMP) or PRINCE2

• Certified Scrum Master (CSM)

• ITIL v4 Foundations or higher

Critical Success Factors:

• Ability to work onsite in Columbus, OH.

• Exceptional communication and negotiation skills, with the ability to manage expectations in a sensitive, high-stakes environment.

• A "hands-on" leadership style with the ability to troubleshoot delivery roadblocks and mentor junior team members.