ServiceNow Development Team Lead - CSM

Overview

Our Service Now Development Team Lead builds and leads a strong technical team, works with customers to understand their needs, designs effective Service Now solutions, and oversees implementation with their team.

For this Development Team Lead position, we are looking for candidates with specific Customer Service Management (CSM) Service Now experience.

This position is fully remote and candidates must be located in the United States.

• Lead the team using Agile Scrum methodology, including facilitating daily standups, sprint planning sessions, and sprint retrospectives
• Build and maintain a strong team spanning multiple geographies and time zones
• Recognize obstacles impacting team efficiency, monitor performance KPIs, and collaborate with stakeholders to resolve issues or elevate when necessary
• Provide mentorship and development guidance to junior team members and less experienced consultants
• For Extend type projects, collaborate directly with clients to deliver continuous value through regular cadence meetings, joint backlog grooming, and story development
• Review user stories for technical validity and provide design guidance before development begins
• Coordinate and distribute work assignments effectively across team members
• Perform code reviews, ensuring all developed functionality meets functional and technical standards and follows best practices
• Perform hands‑on Service Now development, including system configuration, integrations, and custom application coding when required
• Ensure all developed work goes through a formal QA process including peer review, test scripts, and test results related to each story
• Conduct sprint reviews and solution demonstrations for clients
• Oversee the creation and maintenance of technical documentation, ensuring the team adheres to quality standards
• Manage the release process, including preparing update sets, documenting detailed release steps, and guiding the team to ensure smooth promotion to production
• Oversee defects management, including root cause analysis, coordinating defect fixes, and implementing continuous quality improvements
• Advise clients on platform health best practices, including assistance with upgrades, patching, and release management
• Analyze problems and recommend remediation solutions
• Conduct technical training and knowledge transfer sessions
• Continuously enhance Service Now skills by staying current on new releases and features
• Build Service Now expertise by obtaining new micro and main line certifications as required by Crossfuze
• Maintain 75% billable utilization target
• Perform other duties as assigned and requested

• Excellent communication skills and strong commitment to quality service
• Ability to work both independently and collaboratively within a team
• Ability to work remotely and manage remote resources effectively
• Ability to collaborate effectively with team members of diverse backgrounds, communication styles, and technical expertise levels
• Ability to understand and implement complex end‑user requirements
• Ability to effectively organize work across multiple initiatives
• 4+ years of experience implementing, configuring, and developing Service Now modules and applications
• Bachelor's degree in computer science or similar technical degree (or equivalent job experience)
• Minimum of 3 years of experience with common web technologies and networking (e.g., XML, HTML, JavaScript, AJAX, CSS, HTTP, TCP/IP, Integration Technologies, etc.)
• Strong understanding of ITIL methodologies
• General knowledge of IT infrastructure, systems design and CSDM
• Working experience with IT Service Management and CMDB processes

• Service Now Certified System Administrator (CSA)
• Service Now Implementation Specialist certification in two or more application areas
• Service Now CAD certification is desired and required within three months of employment

• The quality of work is more important than when or where it gets done. On Fridays starting at noon local time there are: no meetings and no messages, so you are free to use the afternoon for what you need. Email cleanup, a trip to the zoo with the kids, it's up to you!
  • Flexible remote work options
  • Additi…