ServiceNow Engagement Lead

Job Title:
Service Now Engagement Lead

Location:
Columbus, OH (Onsite 5 days/week)

Employment Type:
Full-Time / Contract-to-Hire

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.

• 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.

• 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).
• Education:
  
  Bachelor’s degree in Computer Science, Information Technology, Business, or a related field.

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

• 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

• Ability to work onsite in Columbus, OH, full-time.
• 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.