ServiceNow Practice Lead

Anika Systems is seeking a Service Now Practice Lead to drive the growth, strategy, and delivery excellence of our Service Now and AI-enabled transformation portfolio. This leader will be responsible for building and scaling a high-performing practice, leading complex client engagements, and shaping innovative Service Now solutions, particularly those leveraging AI, automation, and next-generation architectures.

This role blends practice leadership, client delivery, solution innovation, and business development, with a strong focus on delivering measurable outcomes for federal and clients.

This position is partially remote but will require regular client meetings in the DC Metro area. The candidate must be local to the DC Metro area. Must be a U.S. Citizen with the ability to obtain and maintain a government suitability clearance.

• Build, lead, and scale Anika Systems’ Service Now practice, including offerings, accelerators, and go-to-market strategies
• Define and execute the vision for Service Now-enabled digital transformation, including AI-driven service management
• Establish delivery standards, methodologies, and governance models to ensure consistent, high-quality outcomes
• Recruit, mentor, and develop a high-performing team of architects, developers, and consultants
• Foster a culture of innovation, collaboration, and continuous improvement

• Serve as a trusted advisor to senior client executives, leading strategic conversations around Service Now transformation and AI adoption
• Oversee end-to-end delivery of complex Service Now programs, ensuring alignment with client objectives, timelines, and budgets
• Act as executive sponsor or engagement lead across multiple concurrent engagements (typically 2–3 programs)
• Ensure excellence across all delivery phases, including strategy, design, development, testing, and deployment
• Manage program risks, issues, and dependencies while maintaining strong quality and compliance standards

• Lead and support business development efforts, including opportunity shaping, proposal development, and client presentations
• Partner with leadership to expand Anika Systems’ Service Now footprint across federal and commercial markets
• Develop compelling business cases, solution architectures, and transformation roadmaps
• Contribute to pipeline growth through strategic account planning and relationship expansion

• Lead the design and delivery of Service Now-enabled transformations across enterprise service management functions (ITSM, CSM, HRSD, and beyond)
• Provide industry-leading expertise in Service Now AI capabilities, including NOW Assist, Agentic AI, and AI Control Tower
• Architect and implement advanced AI solutions, including:
  • Multi-LLM architectures
  • Retrieval-Augmented Generation (RAG) frameworks
  • Prompt engineering strategies
  • Agentic workflows and multi-agent systems
• Guide the development of scalable data pipelines and AI-driven automation solutions
• Translate business needs into integrated solutions across people, process, and technology

• Assess client service management maturity across people, process, and technology dimensions
• Lead process design workshops and requirements sessions with business and technical stakeholders
• Develop strategic roadmaps, operating models, and transformation plans
• Provide actionable recommendations aligned to industry best practices and emerging trends

• Bachelor’s degree required;
  Master’s degree preferred
• 8–12+ years of experience in Service Now or enterprise platform implementations
• 3–5+ years of experience leading large-scale Service Now programs or practices
• Hands‑on experience with Service Now AI solutions, including NOW Assist, Agentic AI, or AI Control Tower
• Experience implementing and scaling Service Now across multiple modules (e.g., ITSM, HRSD, CSM)
• Proven experience leading cross‑functional teams (10+ resources)
• Strong program and project management expertise across Agile methodologies
• Demonstrated success in business development, proposal writing, and client presentations
• Strong executive communication and stakeholder management skills
• Experience designing enterprise architectures and aligning business and technical capabilities
• Service Now Certified Master Architect (CMA) – required

• Service Now Certified Technical Architect (CTA)
• Prior federal consulting experience at the Senior Manager, Director, or Practice Lead level
• Experience supporting federal government clients and navigating compliance frameworks
• Expertise in AI/ML architecture, data engineering, and automation platforms