ServiceNow Technical Lead

Service Now Technical Lead – CGI

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Do you want to take your career to the next level? Are you ready for the responsibility of working with high-profile clients? CGI is looking for a talented, driven, and experienced Service Now Technical Lead with a passion for solving business problems to join our team in Salt Lake City, UT. This position is located at our client site in Salt Lake City, UT and involves overseeing and managing Service Now projects and operations for a prestigious client.

• Act as the primary point of contact for the onshore client team.
• Coordinate and collaborate effectively with offshore delivery teams to ensure seamless project execution.
• Provide thought leadership and strategic guidance to the client on Service Now best practices and solutions.
• Design, develop, and implement solutions on the Service Now platform, with a specific focus on CMDB and related modules.
• Lead efforts to configure, maintain, and optimize the CMDB, ensuring data accuracy, completeness, and compliance with governance standards.
• Guide and perform Service Now upgrades, including testing, validation, and deployment of new platform releases.
• Collaborate with teams to develop workflows, automation, and integrations tailored to client requirements.
• Oversee and manage Discovery and Service Mapping activities to maintain accurate and up-to-date CI data.
• Define and implement reconciliation rules, CI classes, and data models to align with business needs.
• Troubleshoot and resolve CMDB issues, ensuring alignment with ITIL standards.
• Lead Service Now implementation and enhancement projects, ensuring timely delivery and adherence to quality standards.
• Prepare and present project updates, roadmaps, and status reports to client stakeholders.
• Manage risk, dependencies, and issues while proactively identifying opportunities for improvement.
• Build and maintain strong relationships with client stakeholders, understanding their needs and translating them into actionable deliverables.
• Provide training, knowledge transfer, and guidance to client and offshore teams on Service Now best practices.
• Establish and enforce governance frameworks for CMDB and platform usage, ensuring adherence to security, compliance, and regulatory standards.

• 8+ years of experience in Service Now development, implementation, and administration.
• Proven track record in managing CMDB, Discovery, and Service Mapping activities.
• Significant experience in Service Now upgrade activities and platform maintenance.
• Proficiency in scripting languages (JavaScript, Glide scripting).
• Expertise in Service Now modules: CMDB, ITSM, ITOM (Discovery, Service Mapping).
• Knowledge of integration methods (REST/SOAP APIs, MID Server configurations).
• Familiarity with Service Now reporting and dashboard creation.
• Experience in leading teams across onshore and offshore locations.
• Strong communication, stakeholder management, and presentation skills.

• Service Now certifications:
  Certified System Administrator (CSA), Certified Implementation Specialist (CIS) in CMDB, ITOM, or other relevant areas.
• Bachelor’s degree in computer science, Information Technology, or a related field.

A reasonable estimate for this role in the U.S. is $99,200.00 – $.

• Competitive compensation
• Comprehensive insurance options
• Matching contributions through the 401(k) plan and the share purchase plan
• Paid time off for vacation, holidays, and sick time
• Paid parental leave
• Learning opportunities and tuition assistance
• Wellness and Well-being programs

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_ Your message will be routed to the appropriate recruiter who will assist you.

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All CGI offers of employment in the U.S. are contingent upon successfully completing a background investigation. Depending on role and federal security clearance requirements, background investigations may include a credit check. CGI will consider qualified…