ServiceNow Technical Lead

Rockwoods is seeking an experienced Service Now Technical Lead for a full-time opportunity in Salt Lake City, Utah. The role requires strong leadership, hands‑on Service Now expertise, CMDB management, platform upgrades, integrations, and coordination with global teams. You will collaborate directly with an onshore client team and lead impactful enterprise‑level Service Now initiatives.

• Serve as the primary onshore client point of contact
• Coordinate seamlessly with the offshore delivery team
• Provide strategic guidance on Service Now best practices

• Design, develop, and implement Service Now solutions
• Configure, maintain & optimize CMDB
• Develop custom workflows, automation & integrations

• Oversee Discovery & Service Mapping activities
• Define reconciliation rules, CI classes & data models
• Troubleshoot CMDB issues per ITIL standards

• Lead Service Now implementation/enhancement projects
• Present updates, roadmaps & status to stakeholders
• Manage risks, dependencies, and improvements

• Build strong relationships with stakeholders
• Translate business needs into technical solutions
• Provide training to onshore & offshore teams

• Maintain CMDB and Service Now governance standards
• Ensure alignment with security and compliance guideline.

• 8+ years in Service Now development & administration
• Strong experience in CMDB, ITSM, ITOM (Discovery, Service Mapping)
• Experience in upgrades, integrations, workflows & dashboards
• Leadership experience with onshore/offshore teams