Lead ServiceNow Practitioner

Driscoll Strawberry Associates, Inc; Watsonville (CA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health insurance

Job summary

Driscoll Strawberry Associates, Inc. seeks a Lead ServiceNow Practitioner to steer ITIL/ITSM, SPM, ITAM, and CMDB initiatives across IT and business teams. You will shape platform direction, govern data quality, and drive automation while delivering hands-on configuration and enhancements.

In this role, you will oversee a managed services partner, coordinate with IS stakeholders, and ensure delivery against SLAs and KPIs. Strong governance, security, and best practices are essential to success.

Qualifications

• Extensive hands-on experience with ITIL/ITSM, SPM, ITAM, and CMDB governance.
• Proven ServiceNow Administrator or Developer track record.
• Experience with Contract Management, including Contract Management Pro.
• Strong skills in Flow Designer, approvals, SLAs, and dashboards.
• JavaScript troubleshooting, REST/SOAP integrations.

Responsibilities

• Lead platform direction and oversee managed services delivery.
• Configure and enhance workflows, approvals, and service catalog in ServiceNow.
• Oversee incident/problem triage, changes, and continuous improvement.
• Govern CMDB data quality and CI ownership.
• Provide day-to-day production support while staying hands-on as needed.

Skills

ITIL/ITSM

SPM

ITAM

CMDB governance

Contract Management

Flow Designer

JavaScript

REST/SOAP

ServiceNow Administrator/Developer

Education

Bachelor's degree in Computer Science/Information Systems or equivalent

Tools

ServiceNow Platform

Contract Management Pro

Flow Designer

Job description

About the OpportunityWe are seeking a highly skilled and experienced Lead ServiceNow Practitioner to serve as a consultative platform leader across the ServiceNow ecosystem with primary focus on ITIL/ITSM, Strategic Portfolio Management (SPM), IT Asset Management (ITAM), Contract Management (including Contract Management Pro), and CMDB / Configuration Items (CIs).This role is a leadership position responsible for shaping platform direction and ensuring predictable delivery—partnering with Information Services (IS), business teams, and organizational leaders to set priorities, influence decisions, and align the ServiceNow roadmap to measurable outcomes. The practitioner will lead and oversee managed services delivery and drive standardization, automation, data quality, and adoption through strong oversight and governance to ensure compliance, security, and ServiceNow best practices, while remaining hands-on and proficient in delivering configuration and enhancements grounded in strong ITIL process experience.This position will lead and oversee the work delivered by a managed services partner/team across two disciplines (1) Application Managed Services (AMS) for platform operations, incident/problem triage, and minor enhancements; and (2) Development/Sprint Delivery for new capabilities and larger enhancements. The role ensures predictable delivery, adherence to platform standards, and performance against SLAs and KPIs.ResponsibilitiesServe as a consultative partner to IS and business stakeholders—lead discovery sessions, clarify requirements, recommend ServiceNow best practices, and align solutions to measurable outcomes.Lead and oversee technical design sessions and develop solution documentation (process flows, user stories, acceptance criteria, configuration approach, release notes).Provide oversight to ensure compliance and ServiceNow best practices while remaining hands-on: configure and enhance workflows/automation (Flow Designer), approvals, SLAs, notifications, assignment logic, and service catalog experiences to improve speed, quality, and auditability.Lead and optimize ITIL/ITSM processes (Incident, Request, Change, Problem, Knowledge, Service Catalog), including service-based reporting and continuous improvement.Lead and provide oversight to configure and support SPM (intake, demand, project/portfolio tracking, resource planning, financial tracking) and executive dashboards/portfolio health reporting.Lead and provide oversight to configure and support ITAM processes (asset lifecycle, normalization, compliance reporting, reclamation controls) and audit-ready evidence capture.Lead and provide oversight to configure and support Contract Management / Contract Management Pro (intake, routing, approvals, renewals, obligations, metadata standards, audit trail).Lead CMDB/CI governance: CI class/attribute standards, lifecycle states, relationship integrity, data-quality rules, remediation workflows, and CI ownership.Provide oversight for day-to-day administration and production support (intake/triage, troubleshooting, root-cause analysis, preventive fixes, platform health monitoring) while staying hands-on as needed to maintain operational continuity, compliance, and ServiceNow best practices.Candidate ProfileAcademic Degree:Bachelor’s degree in Computer Science, Information Systems, or equivalent experienceAreas of experience:ITIL/ITSM, SPM, ITAM, Contract Management (incl. Contract Mgmt Pro), CMDB/CIsMust have experience as a ServiceNow Administrator or Developer.Certifications and Technical skills:Advanced/Expert: ITSM (ITIL workflows), SPM, ITAM, CMDB/CI governance, Contract Management configuration.Advanced: Flow Designer/automation, approvals, SLAs, reporting/dashboards, ACLs/security.Intermediate+: JavaScript troubleshooting (client/server), data imports/transform maps, integration concepts (REST/SOAP).Advanced/Expert: ServiceNow CSA; ITIL Foundation; Implementation Specialist (ITSM/SPM/ITAM)