Lead ServiceNow Practitioner

About The Opportunity

We are seeking a highly skilled and experienced Lead Service Now Practitioner to serve as a consultative platform leader across the Service Now ecosystem with primary focus on ITIL/ITSM, Strategic Portfolio Management (SPM), IT Asset Management (ITAM), Contract Management (including Contract Management Pro), and CMDB / Configuration Items (CIs).

Lead Service Now Practitioner

Location:

US - Watsonville, California

Job Family: IT

Time Type:
Full time

Job Requisition : R0009243

Experience Years: 5-10 Years of Experience

Employee Type:
Regular

• Serve as a consultative partner to IS and business stakeholders—lead discovery sessions, clarify requirements, recommend Service Now best practices, and align solutions to measurable outcomes.
• Lead and oversee technical design sessions and develop solution documentation (process flows, user stories, acceptance criteria, configuration approach, release notes).
• Provide oversight to ensure compliance and Service Now best practices while remaining hands‑on: configure and enhance workflows/automation (Flow Designer), approvals, SLAs, notifications, assignment logic, and service catalog experiences to improve speed, quality, and auditability.
• Lead and optimize ITIL/ITSM processes (Incident, Request, Change, Problem, Knowledge, Service Catalog), including service‑based reporting and continuous improvement.
• Lead and provide oversight to configure and support SPM (intake, demand, project/portfolio tracking, resource planning, financial tracking) and executive dashboards/portfolio health reporting.
• Lead and provide oversight to configure and support ITAM processes (asset lifecycle, normalization, compliance reporting, reclamation controls) and audit‑ready evidence capture.
• Lead and provide oversight to configure and support Contract Management / Contract Management Pro (intake, routing, approvals, renewals, obligations, metadata standards, audit trail).
• Lead CMDB/CI governance: CI class/attribute standards, lifecycle states, relationship integrity, data‑quality rules, remediation workflows, and CI ownership.
• Provide oversight for day‑to‑day administration and production support (intake/triage, troubleshooting, root‑cause analysis, preventive fixes, platform health monitoring) while staying hands‑on as needed to maintain operational continuity, compliance, and Service Now best practices.

Bachelor’s degree in Computer Science, Information Systems, or equivalent experience

• ITIL/ITSM, SPM, ITAM, Contract Management (incl. Contract Mgmt Pro), CMDB/CIs
• Must have experience as a Service Now Administrator or Developer.

• Advanced/Expert: ITSM (ITIL workflows), SPM, ITAM, CMDB/CI governance, Contract Management configuration.
• Advanced:
  Flow Designer/automation, approvals, SLAs, reporting/dashboards, ACLs/security.
• Intermediate+:
  JavaScript troubleshooting (client/server), data imports/transform maps, integration concepts (REST/SOAP).
• Advanced/Expert:
  Service Now CSA; ITIL Foundation;
  Implementation Specialist (ITSM/SPM/ITAM)

Salary range estimated for the Corporate Pilot is: $ 132,000 to 169,000 USD.

• comprehensive medical coverage
• dental coverage
• vision coverage
• life insurance
• disability coverage for positions working more than 30 hours per week
• 401(k) with employer match
• profit‑sharing participation
• paid sick time
• paid vacation
• paid personal and family care leave
• free Employee Assistance Program (EAP)

More detailed information regarding the benefits package, will be shared during the application process.

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