ServiceNow Technical Lead

Service Now Technical Lead

Rockwoods is seeking an experienced Service Now Technical Lead to join our client’s team in Salt Lake City, UT. We’re looking for a driven professional who excels at solving business and technical challenges, leading global teams, and delivering high-quality Service Now solutions.

• Serve as the primary onshore point of contact for the client.
• Coordinate effectively with the offshore delivery team to ensure seamless execution.
• Provide strategic direction and thought leadership on Service Now best practices.
• Design, develop, and implement Service Now solutions—focusing on CMDB and related modules.
• Configure, maintain, and optimize the CMDB to ensure accuracy and compliance.
• Lead Service Now upgrade activities, including testing, validation, and deployment.
• Develop custom workflows, automation, and integrations based on business needs.
• Oversee Discovery and Service Mapping to maintain accurate CI data.
• Define reconciliation rules, CI classes, and data models aligned to business processes.
• Troubleshoot CMDB issues in adherence to ITIL and governance standards.
• Lead Service Now implementation and enhancement projects.
• Prepare and present project updates, roadmaps, and status reports to stakeholders.
• Identify and manage project risks, dependencies, and improvement opportunities.
• Build and sustain strong relationships with client stakeholders.
• Translate business requirements into actionable technical deliverables.
• Provide guidance, training, and knowledge transfer to both onshore and offshore teams.
• Establish and maintain governance frameworks for CMDB and Service Now usage.
• Ensure compliance with organizational, security, and regulatory standards.

• 8+ years of hands‑on experience in Service Now development, implementation, and administration.
• Proven experience managing CMDB, Discovery, and Service Mapping.
• Strong background in Service Now upgrades and platform maintenance.
• Expertise in CMDB, ITSM, and ITOM (Discovery, Service Mapping) modules.
• Experience with REST/SOAP APIs, MID Server configurations, and integrations.
• Skilled in creating Service Now reports and dashboards.
• Experience managing onshore and offshore teams.
• Excellent communication, presentation, and stakeholder management abilities.

• Certified System Administrator (CSA)
• Certified Implementation Specialist (CIS) – CMDB, ITOM, or related modules
• Bachelor’s degree in Computer Science, Information Technology, or a related field