ServiceNow Technical Lead

Note:
Need someone who can work only on W-2.

Rockwoods is seeking an experienced Service Now Technical Lead to join our client’s team in Salt Lake City, UT. This role requires close collaboration with the onshore client team and deep technical expertise in CMDB management, Service Now platform upgrades, and project execution, along with strong leadership and communication skills.

• 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.

• Service Now
  
  Certifications:
  • 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.