Lead ServiceNow Practitioner

Driscoll's; Watsonville (CA); On-site; USD 132,000 - 169,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Life Insurance

401(k) with employer match

Paid time off

Employee Assistance Program

Job summary

Driscoll's is seeking a Lead ServiceNow Practitioner to guide the platform across ITIL/ITSM, SPM, ITAM, and CMDB with a hands-on leadership approach. You will partner with IS and business leaders to set priorities, drive standardization, and align the ServiceNow roadmap to measurable outcomes.

The role oversees managed services delivery for AMS and Development, ensuring compliance, security, and best practices while delivering configuration enhancements and governance across the toolset.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or equivalent experience
• 5–10 years of ITSM/ITIL and ServiceNow experience
• Experience leading managed services teams and governance

Responsibilities

• Lead discovery sessions with IS and business stakeholders to align ServiceNow solutions with measurable outcomes
• Oversee technical designs, create documentation (process flows, user stories, acceptance criteria, release notes)
• Configure and enhance workflows, approvals, SLAs, and service catalog experiences
• Govern ITIL/ITSM processes (Incident, Change, Problem, Knowledge, Service Catalog)
• Support SPM, ITAM, Contract Management, and CMDB governance with dashboards
• Provide day-to-day production support while staying hands-on as needed

Job description

About The Opportunity

We 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).

Location

US - Watsonville, California

Job Family

IT

Time Type

Full time

Job Requisition ID

R0009243

Experience Years

5-10 Years of Experience

Employee Type

Regular

About The Opportunity

We 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.

Responsibilities

• Serve 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 Profile

Academic Degree

Bachelor’s degree in Computer Science, Information Systems, or equivalent experience

Areas Of Experience

• ITIL/ITSM, SPM, ITAM, Contract Management (incl. Contract Mgmt Pro), CMDB/CIs


• Must 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)

Compensation & Benefits

The following information is provided in good faith as a general description of the salary range and benefits for the position posted. The actual compensation offered to the successful candidate is dependent upon experience, skills, education, work location, internal pay equity, and other objective job‑related factors.

Salary range estimated for the Corporate Pilot is: $ 132,000 to 169,000 USD.

Driscoll’s is committed to a culture of care and offers an attractive benefits package that includes comprehensive medical, dental, and vision coverage, life insurance, and disability coverage for positions working more than 30 hours per week. Other benefits include: 401(k) with employer match, profit‑sharing participation, paid sick time, paid vacation, paid personal and family care leave, and a free Employee Assistance Program (EAP). More detailed information regarding the benefits package, will be shared during the application process.

Driscoll’s is committed to a culture of care and offers an attractive benefits package that includes comprehensive medical, dental, and vision coverage, life insurance, and disability coverage for positions working more than 30 hours per week. Other benefits include: 401(k) with employer match, profit‑sharing participation, paid sick time, paid vacation, paid personal and family care leave, and a free Employee Assistance Program (EAP). More detailed information regarding the benefits package, will be shared during the application process.

About Driscolls

Driscoll's is the global market leader for fresh strawberries, blueberries, raspberries and blackberries. With more than 100 years of farming heritage and hundreds of independent growers around the world, Driscoll's is passionate about growing fresh, beautiful and delicious berries. Our values of humility, passion and trustworthiness have guided our mission to delight consumers around the world. Driscoll's exclusive patented berry varieties are developed through years of research using only natural breeding methods – meaning, no GMOs. From farm-to-table, we focus on delivering a high quality, premium berry experience with our many supply chain partners. Driscoll's is the trusted brand for Only the Finest Berries™.

Driscoll's es el proveedor líder en la comercialización de Fresas, Frambuesas, Zarzamoras y Arándanos Azules en el mundo. Con más de 100 años de herencia en agricultura y cientos de productores independiente alrededor del mundo, Driscoll's es una compañía apasionada por cultivar Berries frescas, hermosas y deliciosas. Nuestros valores de humildad, pasión y confianza han guiado nuestra misión de deleitar a los consumidores en el mundo. Las variedades exclusivas de Driscoll's han sido desarrolladas a través de años de investigación usando sólo métodos de mejoramiento natural. De la granja a la mesa, nos enfocamos en ofrecer una experiencia de alta calidad con apoyo de nuestros socios de la cadena de suministro. Driscoll's es la marca de confianza de sólo las mejores Berries.