Service Now Team Lead

Cognizant; Richmond (VA); Remote; USD 108,000 - 122,000; Full time

Job summary

Cognizant is seeking a ServiceNow Technical Lead for a full-time remote opportunity in the United States. The role delivers hands-on technical leadership, solution architecture guidance, and delivery oversight for the ServiceNow platform, bridging business and technical stakeholders.

Responsibilities include guiding platform roadmaps, establishing architecture standards, managing releases, mentoring developers and admins, and aligning CMDB/CSDM with enterprise processes across ITSM, ITOM,

Qualifications

• 6+ years hands-on ServiceNow design, implementation and administration.
• 2+ years leading technical teams or projects.
• Advanced knowledge of JavaScript, Glide API, Flow Designer and REST/SOAP APIs.
• Proven ITSM, CMDB/CSDM, and at least two core modules (ITOM, ITAM/HAM, CSM, etc.).
• Experience with Agile/Scrum, ITIL v4, and ATF testing.

Responsibilities

• Lead day-to-day operations, planning, code reviews, and QA for a team of developers and admins.
• Enforce development standards, scoping, and release management to reduce debt.
• Mentor team on scripting, Flow Designer automation, and platform upgrades.
• Architect end-to-end solutions using OOTB ITSM/ITOM modules and CMDB discipline.
• Design enterprise integrations via Integration Hub, REST/SOAP, and Mid Servers.
• Establish CMDB hierarchy, data reconciliation, and Discovery schedules.
• Translate complex business needs into technical stories and roadmaps.
• Collaborate with Process Owners, Enterprise Architects, and IT Ops on backlog and sprint.
• Serve as primary escalation point for incidents and bug remediation.

Skills

ServiceNow design

JavaScript

Glide API

Flow Designer

Integration Hub

REST/SOAP APIs

Service Portal

App Engine

CMDB/CSDM

ITSM

ITOM

ITAM/HAM

CSM

ITIL v4

ATF

Tools

Cit/DV tooling

Job description

Cognizant is seeking a Service Now Technical Lead for a full- time remote opportunity. Candidate needs to be located in the US.

The ServiceNow Team Lead provides hands-on technical leadership, solution architecture guidance, and delivery oversight for the ServiceNow platform. This role bridges business stakeholders and technical developers—guiding platform roadmap execution, establishing architecture standards (CSDM, CMDB governance, custom applications), managing release cycles, and mentoring developers and system administrators.

Key Responsibilities

• Lead day-to-day operations, task planning, code reviews, and quality assurance for a team of developers, system administrators, and technical analysts.
• Enforce ServiceNow development standards, scoping best practices, and release management workflows to minimize technical debt and customization overhead.
• Mentor team members on script performance (Client Scripts, Business Rules, Script Includes), Flow Designer automation, and platform upgrades.
• Architect end-to-end solutions aligned with ServiceNow Out-of-the-Box (OOTB) functionality across core modules (ITSM, ITOM, HAM/SAM, CSDM/CMDB, CSM, HRSD).
• Design enterprise integration using Integration Hub, REST/SOAP Web Services, and Mid Servers to connect external IT, HR, and security ecosystems.
• Establish and enforce CMDB class hierarchy rules, data reconciliation, Discovery schedules, and CSDM lifecycle alignment.
• Translate complex business requirements into technical user stories, architecture diagrams, and release roadmaps.
• Collaborate with Process Owners, Enterprise Architects, and IT Operations to prioritize platform backlog items and manage sprint execution.
• Serve as the primary technical escalation point for critical production incidents and complex bug remediation.

Required Qualifications & Skills

• 6+ years of hands-on experience in ServiceNow solution design, implementation, and administration, with at least 2+ years leading technical teams or projects.

• Core Skills: Advanced knowledge of JavaScript, Glide API, Flow Designer, Integration Hub, Service Portal, App Engine, and REST/SOAP APIs.

• Platform Breadth: Proven expertise in ITSM, CMDB/CSDM, and at least two additional core modules (e.g., ITOM, ITAM/HAM, CSM, SPM, or SecOps).

• Methodologies: Experience with Agile/Scrum delivery models, ITIL v4 frameworks, and automated test frameworks (ATF).

Certifications (Preferred / Required)

• ServiceNow Certified System Administrator (CSA)

• ServiceNow Certified Application Developer (CAD)

• Certified Implementation Specialist (CIS) – ITSM / HAM / CMDB / Discovery

• ITIL v4 Foundation Certification.

The salary range for this role is between $108,000 and $122,000 depending on skills and qualifications of the candidate. Applications will be accepted till 10/20/2026.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.