Engagement Lead; ServiceNow – FSM​/CSM​/Delivery Focus – C&I

Location:

Remote (U.S.

-Based)

Employment Type:

Full-Time
Citizenship: U.S. Citizenship Required

CRI Advantage is seeking a Service Now Engagement Lead to support delivery across our Service Now practice, with a focus on hands‑on implementation and platform expertise, particularly within FSM and CSM.

This role is delivery-focused, requiring a strong technical lead who can build, configure, and deliver scalable Service Now solutions while guiding development teams through execution.

As a three-year Service Now Partner, CRI continues to expand its capabilities across multiple Service Now modules and client environments.

• Lead hands‑on implementation and configuration of Service Now solutions
• Develop workflows, automation, dashboards, and integrations
• Guide development teams through Agile delivery cycles
• Participate in requirements gathering and solution design
• Build and maintain Service Now applications and platform configurations
• Perform testing (unit, system, UAT) and support deployment
• Collaborate with cross‑functional teams to ensure successful delivery
• Support documentation, training, and continuous improvement

• 8+ years of Service Now implementation, development, or administration experience
• Experience leading development teams and delivery efforts
• Hands‑on experience with FSM and/or CSM modules
• Strong Service Now development/configuration experience (JavaScript, workflows, UI policies, integrations)
• Experience with REST, SOAP, and JSON integrations
• Strong understanding of ITIL and Agile/Scrum

• Service Now Certified System Administrator (CSA)
• At least one (1) Certified Implementation Specialist (CIS) certification
• Certified Application Developer (CAD)

Candidates must have active certifications to be considered.

• Experience with ITSM, ITOM, SPM
• Experience with additional modules (ITAM, HRSD, Sec Ops, IRM/GRC)

• Medical (PPO/HDHP), Dental, Vision
• STD, LTD, Life & AD&D
• FSA and HSA options
• PTO, Holidays, Sick Leave
  401(k) with Employer Match
• Employee Assistance Program (EAP) and discount programs

CRI Advantage has delivered innovative IT and business solutions for over 30 years, supporting public and private sector clients. As a three-year Service Now Partner, we are committed to expanding our Service Now practice and delivering high-quality solutions across multiple domains.