ServiceNow ITSM Lead Job Philadelphia area,Pennsylvania USA,IT/Tech

Position:
Service Now ITSM Lead

Location :
Philadelphia, PA Onsite

Type of Hire :
Long Term Contract

Pay Rate : $62/Hr

Role Description:

Lead end-to-end delivery of Service Now initiatives, including requirements discovery, solution design, configuration, development, testing, and deployment
Act as the technical lead for Service Now implementations and enhancements across ITSM and CMDB
Design and govern CMDB data models, discovery alignment, and service mapping fundamentals
Own platform technical design decisions and enforce Service Now best practices for security, performance, and scalability
Establish and maintain platform standards, including application scope strategy, update sets, application repository usage, code reviews, and release governance
Develop and configure Service Now solutions using Business Rules, Script Includes, Client Scripts, Flow Designer, and Workflow with performance-aware design
Design, build, and govern integrations using REST and SOAP APIs, including authentication, error handling, monitoring, and documentation
Support and design enterprise integrations leveraging MID Server where applicable
Plan and execute Service Now upgrades and patches, including impact analysis, testing strategy, regression coordination, and deployment readiness
Ensure adherence to security controls, including ACLs and data access governance
Translate telecom domain requirements (OSS/BSS, order management, orchestration, fulfillment, billing) into effective Service Now platform solutions
Mentor developers and administrators, perform technical reviews, and drive reusable patterns and automation
Promote platform hygiene, maintainability, and continuous improvement
Partner with operations teams to support production releases and ongoing platform health
Implement basic platform monitoring, alerting, and operational improvements
Lead stakeholder workshops, drive architectural and design decisions, and communicate effectively with technical and business audiences
Own and drive incident communications with cross-functional stakeholders including business, operations, and engineering teams
Coordinate across onshore, offshore, and vendor teams to restore service efficiently and safely
Demonstrate strong prioritization, decision-making under pressure, and a continuous-improvement mindset
Apply hands-on experience with Service Now upgrade planning, governance, and lifecycle management
Bring strong documentation, communication, and leadership skills
Hold Service Now certifications such as CSA and CAD (preferred), with CIS certifications considered a plus

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.