ITSM ServiceNow Functional Lead

BlueRose Technologies; Pittsburgh (Allegheny County); On-site; USD 110,000 - 150,000; Full time

Job summary

BlueRose Technologies seeks a senior ServiceNow delivery lead to partner with the client Product Owner and guide offshore teams in shaping priorities, requirements, and delivery outcomes.

The ideal candidate brings 5+ years in ServiceNow ITSM, strong ITIL knowledge, FSM familiarity, and Agile/Scrum experience. Onsite work is required in Pittsburgh, PA or Houston, TX, with travel up to 25%.

Qualifications

• 5+ years of ServiceNow ITSM experience.
• Strong knowledge of ITIL processes - Incident, Problem, Change, Request, Knowledge, CMDB.
• Experience with Product Owners and business stakeholders.
• Experience serving as a Scrum Master or facilitating Agile/Scrum delivery.
• Experience collaborating with offshore or globally distributed teams.
• Willingness to travel up to 25%.

Responsibilities

• Partner with the Product Owner to refine requirements, priorities, user stories, and acceptance criteria.
• Collaborate with offshore teams to ensure requirements and delivery expectations are clearly reviewed, and retrospectives.
• Provide functional guidance based on ServiceNow capabilities, ITIL processes, FSM, and platform best practices.
• Support backlog management, estimation, testing, release readiness, and production stabilization.
• Communicate delivery status, risks, and recommendations to client stakeholders.
• Drive continuous improvement across Agile delivery and team collaboration.
• Up to 25% travel

Skills

Leadership

ServiceNow ITSM

ITIL processes

FSM knowledge

Agile/Scrum

Offshore collaboration

Communication

Stakeholder management

Scrum Master

ServiceNow Platform

Tools

ServiceNow Platform

Job description

This role will partner closely with the client Product Owner and collaborate with client's offshore ServiceNow teams to drive priorities, clarify requirements, and support successful delivery.

The ideal candidate will have strong Leadership skills, ServiceNow functional and ITIL process knowledge, Agile/Scrum experience, and familiarity with Field Service Management (FSM). Hands on ServiceNow configuration and/or development experience is desirable but not required.

This role is located onsite and can be in Pittsburgh, PA or Houston, TX.

Your future duties and responsibilities

• Partner with the Product Owner to refine requirements, priorities, user stories, and acceptance criteria.
• Collaborate with offshore teams to ensure requirements and delivery expectations are clearly reviews, and retrospectives.
• Provide functional guidance based on ServiceNow capabilities, ITIL processes, FSM, and platform best practices.
• Support backlog management, estimation, testing, release readiness, and production stabilization.
• Communicate delivery status, risks, and recommendations to client stakeholders.
• Drive continuous improvement across Agile delivery and team collaboration.
• Up to 25% travel

Required qualifications to be successful in this role

• Proven leadership with the ability to manage client expectations.
• 5+ years of ServiceNow ITSM.
• Strong knowledge of ITIL processes, including Incident, Problem, Change, Request, Knowledge, and CMDB.
• Strong understanding of ServiceNow platform capabilities and best practices.
• Experience working with Product Owners and business stakeholders.
• Experience serving as a Scrum Master or facilitating Agile/Scrum delivery.
• Experience collaborating with offshore or globally distributed teams.
• Strong communication, facilitation, and stakeholder management skills.
• Experience with ServiceNow Field Service Management (FSM), including field service workflows, work orders, scheduling, dispatch, and mobile workforce processes.
• Ability to work on site in Pittsburgh, PA or Houston, TX

Desired qualifications/non-essential skills required

• Other ServiceNow certifications a plus
• Scrum Master 2 years of experience
• ServiceNow Platform 5 years of experience