ServiceNow Lead Technical Consultant

Position Summary:

Essential Duties and Responsibilities:    

• Successfully manage customer expectations and ensure tasks are estimated accurately and performed on-time and on-budget with high-levels of customer satisfaction and quality
• Support the delivery Engagement Manager and client Project Manager
• Coordinate activities with client team stakeholders including technical and functional Subject Matter Experts (SMEs) as well as other project team Technical Consultants (TCs) and BPCs
• Ensure appropriate collaboration, coordination, and communications within the implementation team and with client SMEs
• Lead development and configuration-process related activities from planning and estimating work to execution of technical tasks.  This includes design, configuration, and deployment of CSM enhancements and capabilities, including Case Management, Agent Workspace, Playbooks, Knowledge Management, SLAs, and Omni-Channel workflows.
• Customize and enhance UI Policies, Client Scripts, Business Rules, Script Includes, UI Actions, and other platform components.
• Update, build and enhance CSM Data Models, including account/consumer records, case types, channels, and related business rules.
• Develop automated routing, case lifecycle workflows, and service processes using Flow Designer and Script Includes.
• Integrate CSM with external systems via REST/SOAP APIs, IntegrationHub spokes, or custom integrations.
• Follow ServiceNow platform best practices, including security, ACLs, performance, and maintainability.
• Apply best practices and ensure work is performed compliant with client and contractual policies and processes
• Communicate status and updates clearly and effectively on-time to the right audience
• Understand the Statement of Work (SOW) and identify and manage to a change request process
• Estimate the level of effort of development and work with others to proactively clarify and refine stories
• Support testing cycles, including writing test scripts, supporting UAT, and troubleshooting issues.
• Perform upgrades, resolve defects, and participate in backlog grooming and sprint planning.
• Ensure solutions meet accessibility, security, scalability, and compliance standards (FedRAMP, FISMA, etc., if applicable).
• Support adhoc oral and written data calls
• Attend various program meetings and Agile ceremonies with the project team members as needed
• Participate and contribute to continuous improvement of processes and practices.

Required Skills and Experience:

• Bachelor’s degree in computer science or related field
• Successfully performed CSM BPC O&M and/or implementation work with other clients of similar size, scope and complexity
• 3–5+ years of hands-on development experience with the ServiceNow platform
• 2+ years of experience specifically with ServiceNow CSM implementation and configuration
• Must be experienced applying ServiceNow’s agile implementation methodology NowCreate.
• ServiceNow Certified System Administrator (CSA)
• Certified Application Developer (CAD)
• Deep understanding of both waterfall and agile System Development Life Cycle (SDLC) project management methodologies, techniques, and tools
• Successful and proven track record implementing ServiceNow CSM applications and other ServiceNow applications 
• Working knowledge and experience with CSM processes
• Strong JavaScript, Glide APIs, Flow Designer, and integration experience.
• Experience with Service Portal, UI Builder, or Workspace configuration.
• Ability to work in an Agile/Scrum environment and understanding of waterfall SDLC project management methodologies, techniques, and tools
• Excellent communication and documentation skills.
• Comfortable working in a fast-paced technology environment working for clients

Desired Skills and Experience:

• ServiceNow Certifications:
• CSM Micro-Certification – preferred
• CAD / App Engine Developer Cert – strongly preferred
• ITSM, IntegrationHub, or Flow Designer certs
• Master’s degree in computer science, information technology,business management, or related field
• Experience working with government agencies or regulated environments.
• Experience with data migration, ETL, and legacy system modernization.
• Knowledge of ServiceNow ATF, DevOps, or automated CI/CD pipelines.
• Experience in custom application development using scoped apps, App Engine Studio, and Script Includes.

Soft Skills

• Strong analytical and problem-solving abilities.
• Able to work independently and collaboratively in cross-functional teams.
• Comfortable interacting with customers, presenting solutions, and providing technical guidance.
• Attention to detail with a commitment to delivering high-quality, maintainable work.

Work Authorization/Citizenship:

Travel requirements:

Interviews: 

Company Overview:

Benefits:

• Competitive Pay
• Paid Time Off
• Sick Leave
• Public Holidays
• STD/LTD
• Health and Dental
• 401(k)