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ServiceNow Lead
Job in
Louisville, Jefferson County, Kentucky, 40201, USA
Listed on 2026-02-15
Listing for:
Jobs via Dice
Full Time
position Listed on 2026-02-15
Job specializations:
-
IT/Tech
IT Project Manager, IT Support
Job Description & How to Apply Below
Dice is the leading career destination for tech experts at every stage of their careers. Our client, IT America, is seeking the following. Apply via Dice today!
Position:Service Now Lead (Hands-On)
Location:
Louisville, KY (Fully Onsite) Long term contract:
Contract / Long-Term Engagement
Position Overview
Seeking a highly skilled and hands‑on Service Now Architect to lead design, implementation, enhancement, and production support activities across the Service Now platform. This role requires strong expertise in ITSM, ITOM, IT Asset Management, and Customer Service Management (CSM), along with excellent troubleshooting and production support capabilities.
The ideal candidate will work closely with business stakeholders, technical teams, and leadership to deliver scalable, reliable, and high‑performing Service Now solutions.
Key Responsibilities- Lead architecture, design, and implementation of Service Now solutions across ITSM, ITOM, Asset Management, and CSM modules.
- Provide hands‑on development, configuration, and customization within the Service Now platform.
- Manage end‑to‑end production support, including issue resolution, root cause analysis, and performance optimization.
- Troubleshoot complex platform issues and provide sustainable solutions.
- Implement best practices for Service Now governance, security, and scalability.
- Design and develop workflows, business rules, UI policies, client scripts, and integrations.
- Support CMDB implementation and ITOM processes (Discovery, Event Management, Service Mapping).
- Enhance Asset Management lifecycle processes (hardware/software asset tracking and compliance).
- Collaborate with cross‑functional teams to gather requirements and translate them into technical solutions.
- Ensure system stability, performance monitoring, and continuous improvement initiatives.
- Provide technical leadership and mentor junior developers/administrators.
- 8+ years of overall IT experience with 5+ years of hands‑on Service Now experience.
- ITSM (Incident, Problem, Change, Request Management)
- ITOM (Discovery, CMDB, Event Management, Service Mapping)
- IT Asset Management (ITAM)
- Customer Service Management (CSM)
- Proven experience in Service Now architecture and solution design.
- Strong scripting knowledge (JavaScript, Glide APIs, Business Rules, Script Includes).
- Experience handling production support and troubleshooting in enterprise environments.
- Strong understanding of integrations (REST, SOAP, APIs, MID Server).
- Experience with Service Now upgrades and platform performance tuning.
- Excellent analytical and problem‑solving skills.
- Service Now Certified System Administrator (CSA)
- Service Now Certified Implementation Specialist (CIS ITSM/ITOM/CSM/ITAM)
- Experience in retail or large enterprise environments is a plus.
- Strong communication and stakeholder management skills.
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