Senior Service Leader

Location: Newark, NJ (Hybrid 3 days onsite)
Contract:6 months

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

• 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.

7+ years of hands on Service Now development and administration experience.

Expert knowledge of ITIL based ITSMprocesses.

Advanced proficiency in JavaScript, GlideAPI, 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.

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

Experience with:

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.