Senior ServiceNow Developer & Platform Governance Lead

NextGen | GTA: A Kelly Telecom Company; Plano (TX); On-site; USD 120,000 - 180,000; Full time

Job summary

NextGen | GTA: A Kelly Telecom Company is seeking a Senior ServiceNow Developer & Platform Governance Lead for an onsite Plano, TX contract role. You will own platform administration, governance, and complex integrations while mentoring Remedy administrators transitioning to ServiceNow.

You will drive platform stability, upgrades, access management, and stakeholder communication with senior leadership. Expect leadership in technical strategy and cross-team collaboration in a 24/7 enterprise

Qualifications

• 5+ years of hands-on ServiceNow System Administration experience in large-scale enterprise environments.
• Strong experience managing ServiceNow production environments, platform stability, security, upgrades, and access management.
• Proven ability to establish ServiceNow platform governance, lead technical steering meetings, and communicate with senior leadership.
• Experience managing System Integrator transitions, technical knowledge transfer, and post-implementation platform ownership.
• Hands-on experience troubleshooting custom scripts, integrations, workflow automations, and production issues.
• Strong understanding of ITSM processes, incident management, change management, and SLA performance.
• Experience mentoring technical administrators and guiding cross-functional support teams.
• Ability to lead customer-facing technical discussions, ticket reviews, and issue resolution.
• Required Certifications: ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD).

Responsibilities

• Own ServiceNow platform operations, administration, and production support.
• Lead platform governance initiatives, security reviews, and strategic leadership sessions.
• Manage System Integrator transitions and knowledge transfer activities.
• Oversee ITSM reporting, SLA analysis, and contact center support.
• Collaborate with cross-functional teams to resolve issues and drive continuous improvement.

Skills

ServiceNow Admin

Platform Governance

ITSM / SLA

SI Transitions

Troubleshooting

CSA Cert

CAD Cert

Leadership

NICE inContact

BMC Remedy

Tools

NICE inContact

BMC Remedy

Job description

Senior ServiceNow Developer & Platform Governance Lead – Plano, TX | Onsite- 100%

Contract role

No C2C, only W2 candidates

Are you the ServiceNow expert everyone turns to when the platform needs to run flawlessly? This is your opportunity to take the driver's seat! You’ll lead the transition from a System Integrator, establish platform governance, troubleshoot complex integrations, and mentor experienced Remedy administrators as they move into ServiceNow. If you enjoy combining hands‑on technical problem‑solving with strategic leadership, this role offers the opportunity to make a lasting impact.

Required Skills & Experience

• 5+ years of hands‑on ServiceNow System Administration experience in large‑scale enterprise environments.
• Strong experience managing ServiceNow production environments, platform stability, security, upgrades, and access management.
• Proven ability to establish ServiceNow platform governance, lead technical steering meetings, and communicate with senior leadership.
• Experience managing System Integrator transitions, technical knowledge transfer, and post‑implementation platform ownership.
• Hands‑on experience troubleshooting custom scripts, integrations, workflow automations, and production issues.
• Strong understanding of ITSM processes, incident management, change management, and SLA performance.
• Experience mentoring technical administrators and guiding cross‑functional support teams.
• Ability to lead customer‑facing technical discussions, ticket reviews, and issue resolution.
• Required Certifications: ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD).

Desired Skills & Experience

• Previous experience supporting Telecom or other 24/7 mission‑critical operations.
• Experience migrating from BMC Remedy to ServiceNow.
• ITIL certification and strong ITSM process knowledge.
• Experience with ServiceNow Virtual Agent, chatbots, and AI‑driven automation.
• Exposure to NICE inContact or enterprise contact center platforms.
• Experience with platform licensing, vendor management, and governance roadmaps.
• Strong technical business analysis, reporting, and stakeholder management skills.

What You Will Be Doing

• 35% ServiceNow Platform Administration & Production Support
• 25% Platform Governance, Security & Strategic Leadership
• 10% System Integrator Transition & Knowledge Transfer
• 10% ITSM Reporting, SLA Analysis & Contact Center Support

Daily Responsibilities

• 30% Own ServiceNow platform operations, troubleshoot production issues, and ensure system stability.
• 25% Lead platform governance initiatives, technical meetings, and stakeholder discussions.
• 20% Develop, troubleshoot, and optimize scripts, integrations, and workflow automations.
• 15% Collaborate with System Integrators, mentor internal administrators, and drive knowledge transfer.
• 10% Review trouble tickets, monitor SLA metrics, analyze operational trends, and support continuous improvement.

We are Connectors. We thrive on ‘quality over quantity’ and put in the work building strong relationships. We create connections, discover qualities, uncover skills, and place people with accuracy. We are your true partner!

We are Collaborators. You’ll be working with a wholly owned subsidiary of Kelly and part of the Kelly Telecom division. It allows us to be as nimble and fiercely competitive as a startup while having the backing of a multibillion dollar publicly traded company which has been in business for 75 years. With direct access to hiring managers, services don’t stop at standard recruiting processes. We use our expertise to improve your application skills and provide ongoing career support.

We give 24/7 Support. We are in this together. We provide around the clock availability, competitive employee benefits, and continuously check‑in to make sure things are going smoothly. Check out our Glassdoor page!