ServiceNow Lead : VA-Ashburn-Hybrid

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

A Service Now Lead is a senior technical and operational role responsible for managing, configuring, and evolving the Service Now platform to meet organizational IT service management (ITSM) and business needs. This role blends leadership, technical expertise, and strategic planning to ensure the platform is stable, secure, and aligned with business goals. Must be an architect/hands‑on lead.

Must be local to the DMV area. Must have the ability to obtain a clearance, and have 15+ years IT experience. Must have federal contracts experience.

• Platform Management:
  Oversee the development, implementation, and ongoing maintenance of the Service Now platform, including upgrades and performance optimization
• Solution Design & Configuration:
  Lead the configuration and customization of Service Now modules such as Incident, Change, Problem, and Service Catalog Management, ensuring alignment with ITIL and ITSM best practices
• Integration & Connectivity:
  Ensure seamless integration with other IT systems, APIs, and business applications.
• Team Leadership:
  Lead, mentor, and manage a team of Service Now developers and administrators, providing technical guidance and fostering best practices.
• Governance & Standards:
  Establish and enforce governance, security, and compliance standards for the platform.
• Problem Resolution:
  Troubleshoot issues, monitor system performance, and resolve critical incidents or outages.
• Stakeholder
  
  Collaboration:
  
  Work closely with IT operations, service desk, security, identity, and business teams to align platform capabilities with operational needs.
• Reporting & Improvement:
  Prepare reports on platform usage, performance, and improvement areas; drive continuous improvement initiatives.

• Education:
  
  Bachelor's degree in Computer Science, Information Technology, or a related field.
• Experience:
  
  5+ years of Service Now experience, with proven leadership in managing a Service Now platform.
• Technical
  
  Skills:
  
  Strong understanding of Service Now ITSM, ITIL frameworks, JavaScript, REST/SOAP APIs, HTML/CSS, and Service Now scripting. Must know Agentic AI capabilities on SNoW.
• Methodologies:
  Experience with Agile methodologies and project management.
• Certifications:
  
  Preferred Service Now certifications such as Certified System Administrator or Certified Implementation Specialist.
• Federal contracts experience is a must.

• Leadership and team management
• Technical problem-solving and system optimization
• Strong communication and cross-functional collaboration
• Ability to manage multiple priorities and deliver under deadlines
• Knowledge of governance, security and compliance in IT environments

Flexible work from home options available.