Senior ServiceNow Functional Lead

Goldenpick Technologies; Pittsburgh (Allegheny County); On-site; USD 110,000 - 140,000; Full time

Job summary

Goldenpick Technologies is seeking a Senior ServiceNow Functional Lead to work onsite in Pittsburgh, PA. This contract-to-hire role requires strong leadership and hands-on ServiceNow ITSM expertise, with ITIL processes, FSM, and Agile delivery knowledge.

Collaboration with offshore teams and a Product Owner will be essential to drive priorities and successful delivery. The ideal candidate will lead Scrum ceremonies, guide functional solutions, and support backlog management, estimation, testing,

Qualifications

• 5+ years of ServiceNow ITSM experience required.
• Strong knowledge of ITIL processes including Incident, Problem, Change, Request, Knowledge, and CMDB.
• Experience leading Agile/Scrum delivery and collaborating with offshore teams.
• Familiarity with ServiceNow Field Service Management (FSM) workflows and mobile/workforce processes.

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 understood.
• Participate in scrum ceremonies, including stand ups, backlog refinement, sprint planning, reviews, and retrospectives.
• Provide functional guidance based on ServiceNow capabilities and ITIL/ FSM best practices.
• Support backlog management, estimation, testing, release readiness, and production stabilization.
• Communicate delivery status, risks, and recommendations to stakeholders.
• Drive continuous improvement across Agile delivery and team collaboration.

Skills

Leadership

ServiceNow ITSM

ITIL processes

Agile/Scrum

FSM (Field Service Management)

Stakeholder management

Communication

Offshore collaboration

Education

Associate degree

Tools

ServiceNow Platform

ITIL V4 Foundations

ServiceNow Certifications

Job description

Job Title: Senior ServiceNow Functional Lead
Duration: Contract to Hire
Location: Pittsburgh, PA or Houston, TX.
Work Mode: 5 Days Onsite

Job Description

Senior ServiceNow Functional Lead to work on site in Pittsburgh, PA. This role will partner closely with the client Product Owner and collaborate with clients 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.

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 understood.
• Participate in scrum ceremonies, including stand ups, backlog refinement, sprint planning, 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 and CGI stakeholders.
• Drive continuous improvement across Agile delivery and team collaboration.

Required qualifications to be successful in this role

• Minimum Education: Associate degree preferred
• 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.

Required qualifications

• ITIL V4 Foundations certification
• Other ServiceNow certifications a plus
• Scrum Master 2 years of experience
• ServiceNow Platform 5 years of experience