Senior Service Leader

Hi,

Hope you are doing well. This is Dheeraj from Stellent IT.

Job Role: Senior Service Now Leader

Location: Newark, NJ (Hybrid_ 3 days onsite and 2 days remote per week)

Duration: 12 months

Interview Process: Web Cam and In Person Interview

Job Details: Client is seeking an experienced Service Now expert to lead the design, development, and operational ownership of our Service Now platform. This role is ideal for a highly skilled technical professional who excels at solving complex challenges, driving automation, and ensuring the platform aligns with business objectivistic processes, and organizational best practices. The successful candidate will partner closely with IT and business stakeholders to deliver efficient, secure, and scalable digital workflows.

Service Now CSA plus one or more CIS certifications (ITSM, ITOM, HRSD, SAM/HAM, or Discovery).

Key Responsibilities:

• Own configuration, maintenance, and optimization of Service Now core modules:
  Incident, Problem, Change, Request/Service Catalog, Knowledge, CMDB, Discovery, and Asset Management.
• Manage update sets, source control, environment strategy, and release deployments across Dev/Test/Prod.
• Oversee platform governance, enforce standards, and lead platform roadmap discussions.

• Design and implement advanced workflows, custom applications, client/server scripts, and Flow Designer automations.
• Develop high quality, scalable scripts using JavaScript and Glide APIs.
• Extend platform capabilities through Integration Hub and scripted REST/SOAP APIs.

• Architect, build, and maintain secure integrations with enterprise systems (REST/SOAP, OAuth, MID Server).
• Support integrations with device management, identity, and infrastructure systems (e.g., Intune, Workspace ONE, vendor ticketing connectors).

• Lead CMDB data modeling, reconciliation, normalization, and CI lifecycle improvements.
• Maintain and tune Discovery schedules, probes, patterns, and classification logic.
• Support SAM/HAM processes, job runs, and data quality initiatives.

• Implement and maintain RBAC, access controls, audit logging, and platform security standards.
• Ensure compliance with organizational and regulatory requirements.

• Plan and execute upgrades, patches, and hotfixes with minimal business disruption.
• Maintain Performance Analytics indicators, collections, and dashboards.
• Monitor platform health and proactively resolve performance issues.

• Produce technical design documents, runbooks, and admin/user guides.
• Mentor junior team members and provide SME level guidance to project and operations teams.
• Conduct training sessions for engineers, Service Desk, and business stakeholders.

Required Qualifications:

• Lead candidate who has close to 14-15 years of experience.
• 7+ years of hands on Service Now development and administration experience.
• Expert knowledge of ITIL based ITS processes.
• Advanced proficiency in JavaScript, Glide API, Flow Designer, Integration Hub, and Service Now Studio.
• Strong background integrating Service Now with enterprise systems via REST/SOAP APIs.
• Proven experience leading platform level initiatives and technical decision making.
• Excellent analytical, debugging, and problem solving skills.

Preferred Qualifications:

• Service Operations Workspace
• CMDB/Discovery/Service Mapping
• Performance Analytics
• SAM/HAM job configuration and optimization
• Intune or Workspace ONE integrations
• Familiarity with Agile/Scrum methodologies and CI/CD for Service Now.
• Experience in complex, distributed, or public sector environments.

• Exceptional communication and presentation skills.
• Ability to partner effectively with business leaders, engineers, and vendors.
• Strong organization and prioritization skills; capable of managing multiple initiatives simultaneously.

Dheeraj Galav

Senior Technical Recruiter

Email:

Address: 505 Knolle Court

Saint Augustine, FL 32092

Telephone: