ServiceNow Technical Lead

Employment Type:
Fulltime Permanent or Long Term Contract

About VLink: Started in 2006 and headquartered in Connecticut, VLink is one of the fastest growing digital technology services and consulting companies. Since its inception, our innovative team members have been solving the most complex business, and IT challenges of our global clients.

How you'll make an impact

• Leadership and Coordination:
  • 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.
• Technical Expertise:
  • Design, develop, and implement solutions on the Service Now platform, with a specific focus on Configuration Management Database (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.
• CMDB and Discovery:
  • 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.
• Project Management:
  • 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.
• Stakeholder Management:
  • 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.
• Governance and Compliance:
  • Establish and enforce governance frameworks for CMDB and platform usage.
  • Ensure 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.
• Expertise in Service Now modules: CMDB, IT Service Management (ITSM), IT Operations Management (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.

EEO, ADA, FMLA Compliant

VLink is an equal opportunity employer committed to fostering an inclusive environment where diversity is celebrated. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Employment is contingent upon successful completion of a background check. Applicant information will be handled in accordance with VLink's privacy policy.