Servicenow Technical Lead

Rockwoods is seeking an experienced ServiceNow Technical Lead for a full-time role in Salt Lake City, Utah. The ideal candidate will provide leadership and hands-on expertise in ServiceNow, CMDB management, platform upgrades, and integrations, while coordinating with onshore and offshore teams. This role serves as a key bridge between the client and delivery teams, leading enterprise-level ServiceNow initiatives.

Key Responsibilities:

1. 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 ServiceNow best practices and solutions.

1. Technical Expertise:

• Design, develop, and implement solutions on the ServiceNow platform, with a specific focus on 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 ServiceNow upgrades, including testing, validation, and deployment of new platform releases.
• Collaborate with teams to develop workflows, automation, and integrations tailored to client requirements.

1. 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.

1. Project Management:

• Lead ServiceNow 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.

1. 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 ServiceNow best practices.

1. Governance and Compliance:

• Establish and enforce governance frameworks for CMDB and platform usage.
• Ensure adherence to security, compliance, and regulatory standards

Key Qualifications:

• Education: Bachelor’s degree in computer science, Information Technology, or a related field.
• Experience:
• 10+ years of experience in ServiceNow development, implementation, and administration.
• Proven track record in managing CMDB, Discovery, and Service Mapping activities.
• Significant experience in ServiceNow upgrade activities and platform maintenance.
• Technical Skills:
• Proficiency in scripting languages (JavaScript, Glide scripting).
• Expertise in ServiceNow modules: CMDB, ITSM, ITOM (Discovery, Service Mapping).
• Knowledge of integration methods (REST/SOAP APIs, MID Server configurations).
• Familiarity with ServiceNow reporting and dashboard creation.
• Leadership Skills:
• Experience in leading teams across onshore and offshore locations.
• Strong communication, stakeholder management, and presentation skills.

Preferred Qualifications:

ServiceNow certifications: Certified System Administrator (CSA), Certified Implementation Specialist (CIS) in CMDB, ITOM, or other relevant areas