Technical Lead ServiceNow
Job in
Minneapolis, Hennepin County, Minnesota, 55400, USA
Listed on 2026-06-12
Listing for:
eTeam Inc.
Full Time
position Listed on 2026-06-12
Job specializations:
-
IT/Tech
AI Engineer (Applied/Software), IT Project Manager, Cloud Computing, IT Consultant
Job Description & How to Apply Below
:
Technical Lead Service Now & Non Service Now AI Platforms
Role Summary
We are looking for a Client-Facing Technical Lead to drive digital transformation initiatives across Service Now and AI-driven ecosystems, with a strong Client on Agentic AI adoption and platform integration.
In this role, the person will act as a trusted advisor to clients, leading strategy, architecture, and implementation of AI-enabled service operations across complex enterprise environments. You will interface directly with client stakeholders, translating business needs into scalable, intelligent automation solutions.
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Key Responsibilities
" Serve as the primary technical lead and client interface for delivering AI-enabled Service Now transformation programs.
" Lead the design and deployment of Agentic AI use cases, aligning solutions to client-specific service towers and business outcomes.
" Provide strategic oversight and delivery across multi-tower service operations, including ITSM, ITOM, and ITAM.
" Architect and implement solutions within the Service Now platform ecosystem, including workflows, automation, and integrations.
" Drive adoption of AI-powered capabilities (Now Assist), including:
o Custom skill development and optimization of OOTB capabilities
o AI agent workflows and orchestration using AI Studio
o Establishment of AI governance, guardrails, and responsible AI practices
" Lead AIOps strategy and execution, enhancing observability, predictive analytics, and automated remediation.
" Collaborate with client stakeholders to define and implement AI Control Tower frameworks for governance and operational excellence.
" Integrate Service Now with enterprise AI platforms and external ecosystems, enabling cross-platform automation and intelligence.
" Provide thought leadership on Workflow Data Fabric to enable unified data-driven workflows across enterprise systems.
" Establish and guide Dev Ops and CI/CD best practices, including Service Now release management and deployment pipelines.
" Contribute to pre-sales, solution shaping, and client workshops, bringing innovation and domain-led insights.
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Required Qualifications
" Strong experience in Service Now platform architecture and implementation, including:
o ITSM, ITOM (Event Management), ITAM
o CMDB, Discovery, and Service Mapping
o Workflow automation and platform extensibility
" Proven track record in client-facing roles, leading enterprise-scale transformation programs.
" Hands-on expertise in Now Assist and AI-driven Service Now capabilities.
" Experience managing cross-functional delivery across multiple service towers.
" Solid understanding of:
o Workflow Data Fabric concepts
o CI/CD pipelines and Dev Ops methodologies
" Strong stakeholder management, communication, and consulting skills.
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Preferred Qualifications
" Experience in AIOps leadership and implementation.
" Exposure to AI Control Tower frameworks and enterprise AI governance models.
" Familiarity with Service Now playbooks and automation integrations (e.g., Ansible).
"
Experience with modern AI ecosystems and multi-agent frameworks, including:
o Lang Graph, Cursor AI, ClientP
o Agent-to-Agent (A2A) protocols
o Integration of platforms such as AWS Bedrock with Service Now
" Enterprise architecture certifications such as TOGAF.
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Key Competencies
" Client-centric mindset with strong consulting and advisory capabilities
" Strong leadership in complex, multi-vendor, and multi-platform environments
" Excellent communication, presentation, and executive engagement skills
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Value Proposition (Client Impact)
" Drive AI-led service transformation and operational efficiency
" Enable intelligent automation at scale across enterprise IT landscapes
" Improve service resilience, observability, and user experience
" Accelerate time-to-value through integrated AI and Service Now solutions
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