ServiceNow ITOM Lead

Location: Harrisburg, PA
Position Type: Hybrid **must be on-site once per month**
Contract Length: 12 months, possible extension

Position Overview:
The ServiceNow ITOM Functional Lead will be responsible for managing the functional and business process aspects of IT Operations Management (ITOM). This role includes providing expert guidance on ServiceNow capabilities, leading development efforts, documenting requirements, and coordinating technical tasks to ensure seamless project execution and user satisfaction.

Required Certification:

• ServiceNow Certified Implementation Specialist - IT Operations Management (CIS-ITOM).

Duties:

• Act as a trusted advisor, providing expert guidance on ServiceNow capabilities, customization options, and best practices.
• Be assigned Request Items, Tasks, and/or Projects to complete in a self-directed and semi-independent manner.
• Coordinate and take the lead role for the technical/functional development and support of the assigned ServiceNow requests, projects, and tasks.
• Ensure a mutual understanding of the request and the proposed approach/response between both the client and the Contractor before beginning work on a request.
• Coordinate and execute all development aspects including reports, integrations, interfaces, conversion programs, database design and creation, and enhancements.
• Document requirements, or user stories in detail, as determined by the client (within Azure Dev Ops (ADO)).
• Document the progress and other details relating to the work being performed within the appropriate systems of record, such as ServiceNow RITMs, Tasks, ADO, etc..
• Perform technical functions that are within the scope of this position. These include, but are not limited to configuring, coding, testing, writing automated test scripts using ATF, data loads, and scripting.
• Perform and/or coordinate the Unit, System Integration, User Acceptance, and other testing as specified by the client's IT Quality Management Playbook (playbook to be provided upon start of work).
• Document and demonstrate changes (Showbacks) to stakeholders, as directed.
• Work with the system administration team to have the changes coded and peer reviewed, then implemented into PROD.
• Provide documentation and knowledge transfer on the changes. Plus provide guidance and support to the application support team, as needed, for troubleshooting issues or answering questions.
• Provide focus on ease of use for the customers, users, and management.
• Review, advise, and approve changes and designs to the ITOM implementation and other technologies.
• Develop and maintain plans and other documentation as required using established standards, procedures, templates, and methodologies.
• Develop and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients.

Required Skills:

• 8+ years of expertise in delivering services via ServiceNow for projects of various sizes and subject matters.
• 5+ years of experience in delivering ServiceNow services as described within this request.
• 5+ years of experience with designing business processes for ServiceNow implementation.
• At least one hands-on ServiceNow implementation project as a functional or technical lead within the ITOM module.
• 2-3 years experience working in a Business Analyst capacity.
• Experience working with ServiceNow s GenAI model Now Assist.
• Experience working with, and giving presentations to, senior leadership and stakeholders.
• At least two prior support and enhancement projects as a functional or technical lead.
• Experience coding and configuration ServiceNow.
• ITIL / ITSM practices and methodologies.
• Proficient in the Microsoft Office 365 suite including Teams, Word, Excel, and PowerPoint, plus proficient in Microsoft ADO Testing Module.
• Bachelor s degree in business management or information systems.

Required Certification:

• ServiceNow Certified Implementation Specialist - IT Operations Management (CIS-ITOM).

Preferred Certifications:

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Application Developer (CAD).
• Equivalent combination of education and/or experience may be accepted.

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