Senior Service Now Leader

Mbi Llc; Newark, Northern (NJ, KY); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Mbi Llc is seeking an experienced ServiceNow expert to lead the design, development, and operational ownership of the ServiceNow platform. The role partners with IT and business stakeholders to deliver secure, scalable digital workflows and drive automation across core modules.

The candidate will own configurations, governance, and roadmap discussions, while guiding integrations, data quality, and upgrades. Strong ITILITSM expertise and CSA are preferred.

Qualifications

• 7+ years hands-on ServiceNow development and administration experience.
• Expert knowledge of ITIL-based ITSM processes.
• Strong background integrating ServiceNow with enterprise systems via REST/SOAP APIs.
• Proven experience leading platform-level initiatives and technical decision-making.
• Excellent analytical, debugging, and problem-solving skills.
• ServiceNow CSA plus CIS certifications (ITSM, ITOM, HRSD, SAM/HAM, or Discovery).

Responsibilities

• Own configuration, maintenance, and optimization of ServiceNow core modules: Incident, Problem, Change, Request/Service Catalog, Knowledge, CMDB, Discovery, and Asset Management.
• Manage update sets, source control, environment strategy, and release deployments across Dev/Test/Prod.
• Oversee platform governance, enforce standards, and lead platform roadmap discussions.
• Design and implement advanced workflows, custom applications, client/server scripts, and Flow Designer automations.
• Extend platform capabilities through IntegrationHub and scripted REST/SOAP APIs.
• Architect, build, and maintain secure integrations with enterprise systems (REST/SOAP, OAuth, MID Server).
• Support integrations with device management, identity, and infrastructure systems (e.g., Intune, Workspace ONE, vendor ticketing connectors).
• Lead CMDB data modeling, reconciliation, normalization, and CI lifecycle improvements.
• Maintain and tune Discovery schedules, probes, patterns, and classification logic.
• Support SAM/HAM processes, job runs, and data quality initiatives.
• Plan and execute upgrades, patches, and hotfixes with minimal business disruption.
• Maintain Performance Analytics indicators, collections, and dashboards.
• Monitor platform health and proactively resolve performance issues.
• Produce technical design documents, runbooks, and admin/user guides.
• Mentor junior team members and provide SME-level guidance to project and operations teams.
• Conduct training sessions for engineers, Service Desk, and business stakeholders.

Skills

ServiceNow development

ITIL ITSM

REST/SOAP integration

Platform leadership

Automation

CI/CD for ServiceNow

Tools

IntegrationHub

Discovery

Performance Analytics

Job description

- We are seeking an experienced ServiceNow expert to lead the design, development, and operational ownership of our ServiceNow platform.

- This role is ideal for a highly skilled technical professional who excels at solving complex challenges, driving automation, and ensuring the platform aligns with business objectives, ITIL processes, and organizational best practices.

- The successful candidate will partner closely with IT and business stakeholders to deliver efficient, secure, and scalable digital workflows.

Key Responsibilities

- Own configuration, maintenance, and optimization of ServiceNow core modules: Incident, Problem, Change, Request/Service Catalog, Knowledge, CMDB, Discovery, and Asset Management.

- Manage update sets, source control, environment strategy, and release deployments across Dev/Test/Prod.

- Oversee platform governance, enforce standards, and lead platform roadmap discussions.

Custom Development &Automation

- Design and implement advanced workflows, custom applications, client/server scripts, and Flow Designer automations.

- Extend platform capabilities through IntegrationHub and scripted REST/SOAP APIs.

Integrations & DataExchange

- Architect, build, and maintain secure integrations with enterprise systems (REST/SOAP, OAuth, MID Server).

- Support integrations with device?management, identity, and infrastructure systems (e.g., Intune, Workspace ONE, vendor ticketing connectors).

CMDB, Discovery & AssetManagement

- Lead CMDB data modeling, reconciliation, normalization, and CI lifecycle improvements.

- Maintain and tune Discovery schedules, probes, patterns, and classification logic.

- Support SAM/HAM processes, job runs, and data quality initiatives.

Platform Security &Compliance

- Implement and maintain RBAC, access controls, audit logging, and platform security standards.

- Ensure compliance with organizational and regulatory requirements.

Upgrades, Reliability &Observability

- Plan and execute upgrades, patches, and hotfixes with minimal business disruption.

- Maintain Performance Analytics indicators, collections, and dashboards.

- Monitor platform health and proactively resolve performance issues.

- Produce technical design documents, runbooks, and admin/user guides.

- Mentor junior team members and provide SME?level guidance to project and operations teams.

- Conduct training sessions for engineers, Service Desk, and business stakeholders.

Required Qualifications

- 7+ years of hands?on ServiceNow development and administration experience.

- Expert knowledge of ITIL?based ITSM processes.

- Strong background integrating ServiceNow with enterprise systems via REST/SOAP APIs.

- Proven experience leading platform?level initiatives and technical decision?making.

- Excellent analytical, debugging, and problem?solving skills.

Preferred Qualifications

- ServiceNow CSA plus one or more CIS certifications (ITSM, ITOM, HRSD, SAM/HAM, or Discovery).

Experience with:

- Service Operations Workspace

- CMDB/Discovery/Service Mapping

- Performance Analytics

- SAM/HAM job configuration and optimization

- Intune or Workspace ONE integrations

- Familiarity with Agile/Scrum methodologies and CI/CD for ServiceNow.

- Experience in complex, distributed, or public?sector environments.

Soft Skills

- Exceptional communication and presentation skills.

- Ability to partner effectively with business leaders, engineers, and vendors.

- Strong organization and prioritization skills; capable of managing multiple initiatives simultaneously.

Fill the skill matrix below:

Skill

Amount

Candidate's No. of years of experience

7+ years of hands on ServiceNow development and administration experience.

Required

7

Expert knowledge of ITIL based ITSM processes.

Required

7

Required

7

Strong background integrating ServiceNow with enterprise systems via REST/SOAP APIs.

Required

7

Proven experience leading platform level initiatives and technical decision making.

Required

7

Excellent analytical, debugging, and problem solving skills.

Required

7