Team Lead of Technology - ServiceNow 

Remote (United States) 

Monday-Friday, 8:00am-5:00pm 

  

Do you love the intersection of technology and employee experience?  Are you seeking a position where you can influence a company through technical leadership, effective business partnership, and the implementation of strategy?  Come join our team to deliver ServiceNow-based capabilities that power many aspects of our employee experience! 

  

Role Overview: As the ServiceNow ITOM Team Lead, you will play a critical role in leading, mentoring and providing technical guidance to a team of ServiceNow Engineers. You’ll be responsible for ensuring that our ServiceNow solutions align with our business objectives, drive operational efficiency, and provide our teams with the tools they need to excel. With your leadership, we’ll continue to strengthen our ServiceNow offerings and deliver enhanced value to the organization. 

 

Technical Leadership in ITOM 

Possess deep technical expertise in ServiceNow ITOM modules, especially Discovery, Service Mapping, and Configuration Management Database (CMDB).  Strategic Planning: Contribute to the development and execution of the ITOM roadmap, aligning it with the organization's overall IT strategy and business objectives.  IT Operations Management leadership: Lead the management and optimization of ITOM, ensuring it meets business requirements and operational needs.  Solution Design: Assist with designing robust, scalable, and secure ServiceNow ITOM solutions, including Discovery, Service Mapping, Event Management, Operational Intelligence, and Orchestration.  CMDB Design & Health Collaboration: Oversee the design and maintenance of the Configuration Management Database (CMDB), ensuring data integrity, normalization, and reconciliation rules are effectively implemented. This includes Common Service Data Model (CSDM) adherence.  Stakeholder Engagement: Work closely with business stakeholders to gather requirements, define processes, and translate them into effective ServiceNow solutions that drive business value.  Pattern & Probe Development: Oversee and sometimes perform hands-on development of custom Discovery patterns, probes, sensors, and Service Mapping rules to accurately discover and map IT infrastructure and business services.  Staying Current: Stay up-to-date with the latest ServiceNow ITOM releases, features, and industry trends, recommending their adoption where beneficial, lead continuous improvement initiatives that increase platform usability and user satisfaction.  Reporting & Analytics: Develop and maintain reporting dashboards, KPIs, and other data-driven insights for business leaders. Use reporting to identify trends, issues, and opportunities for improvement.  Code Quality & Standards: Establish and enforce coding standards, best practices, and governance for all ITOM development and configurations. Establish a process for regular code reviews.  Project Oversight: Manage the full lifecycle of ServiceNow ITOM projects, from requirements gathering and design to deployment, testing, and post-implementation support.  ROI: Drive ServiceNow ITOM value and return on investment. Manage to value resting points and communicate successes, risks, and opportunities.  Balance strategy with operational needs based on documented business processes.  Provide effective leadership in support of the IT organization including resourcing, budget, structure, and policies and procedures.  Create an environment that values employees and encourages cooperation, open communication and teamwork.  Serve as a role model by demonstrating commitment to company values, high performance standards, workplace diversity, and driving results. 

People and Team Management 

Mentor and develop team members, set clear expectations, and conduct performance reviews.  Foster a culture of collaboration, accountability, and continuous learning.  Represent the team in cross-functional initiatives and external engagements, such as ServiceNow conferences and product strategy sessions   Create an environment that values employees and encourages cooperation, open communication and teamwork.  Serve as a role model by demonstrating commitment to company values, high performance standards, workplace diversity, and driving results. 

 

What technical skills, experience and qualifications do you need? 

Bachelor’s degree in computer science or related field required.  Minimum of ten (7) years of infrastructure leadership experience.  Minimum of five (5) years of recent experience with ServiceNow platform.  Strong understanding of ServiceNow modules such as ITSM, ITOM, and SPM.  Experience with ServiceNow integrations, workflows, and automation.  Proven track record of successfully leading ServiceNow projects and teams.  Exceptional leadership, communication, and interpersonal skills.  Strong analytical and problem-solving abilities.  An ability to provide excellent customer service through understanding the impact of services and delivering a highly reliable service that meets customers’ needs and expectations.  Direct management of cross-functional, sourced, or matrixed teams.  Strong process management, negotiating, influencing and problem resolution skills.  Proven ability to effectively prioritize and execute in a high-pressure environment.  Understanding of ITIL framework.  Knowledge of business environment, service requirements, and financial services sector.  Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of action.  Strong verbal and written communication skills with the ability to articulate complex technical ideas in easy-to-understand business terms.  Ability to accomplish results through others, particularly by establishing relationships, effective controls and leading in a managed service environment. 

  

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