ServiceNow Engagement Lead (ITSM/CSM/ITOM/SPM)

CRI Advantage, Inc.; Idaho Falls (ID); Remote; USD 140,000 - 190,000; Full time

Job summary

CRI Advantage, Inc. is seeking an experienced ServiceNow Engagement Lead to drive delivery across ITSM, CSM, ITOM and SPM for US-based clients. This client-facing role requires strong technical leadership, solution design, and governance across complex implementations.

You will guide workshops, lead agile teams, ensure alignment with ITIL and platform best practices, and mentor developers and analysts to deliver scalable ServiceNow solutions.

Qualifications

• 8+ years of ServiceNow implementation or administration experience.
• Proven experience leading technical teams and engagements.
• Hands-on with ITSM, CSM, ITOM, and/or SPM.
• Strong ServiceNow development/configuration (JavaScript, workflows, integrations).
• Experience with REST, SOAP, and JSON integrations.
• Knowledge of ITIL and Agile/Scrum.

Responsibilities

• Lead technical delivery across ServiceNow implementations
• Facilitate client-facing workshops and design sessions
• Partner with project managers, business analysts, and stakeholders
• Guide development teams through Agile delivery
• Design and configure workflows, dashboards, and integrations
• Support pre-sales including demos and PoCs
• Deliver training and documentation to clients
• Ensure alignment with platform best practices and business objectives

Skills

ServiceNow development

Technical leadership

ITSM

CSM

ITOM

SPM

REST API

JavaScript

ITIL/Agile

Job description

Location: Remote (U.S.-Based)

Employment Type: Full-Time

Citizenship: U.S. Citizenship Required

Overview

CRI Advantage is seeking an experienced ServiceNow Engagement Lead to support our growing ServiceNow practice, delivering solutions across ITSM, CSM, ITOM, and SPM.

This role is highly client-facing and requires a strong technical leader who can guide solution design, lead stakeholder discussions, and drive successful delivery across complex implementations.

As a three-year ServiceNow Partner, CRI continues to expand its footprint by delivering high-quality, scalable solutions across public and private sector clients.

Responsibilities

• Lead technical delivery across ServiceNow implementations
• Facilitate client-facing workshops, solution discussions, and design sessions
• Partner with project managers, business analysts, and stakeholders
• Guide development teams through Agile delivery (sprints, backlog, releases)
• Design and configure workflows, automation, dashboards, and integrations
• Support pre-sales efforts including demos and proof-of-concepts
• Deliver training and documentation to clients
• Ensure alignment with platform best practices and business objectives

Required Qualifications

• 8+ years of ServiceNow implementation, development, or administration experience
• Demonstrated experience leading technical teams and engagements
• Hands-on experience with ITSM, CSM, ITOM, and/or SPM
• Strong ServiceNow development/configuration experience (JavaScript, workflows, UI policies, integrations)
• Experience with REST, SOAP, and JSON integrations
• Strong understanding of ITIL and Agile/Scrum

Certifications (Required - Must Be Active)

• ServiceNow Certified System Administrator (CSA)
• At least one (1) Certified Implementation Specialist (CIS) certification
• Certified Application Developer (CAD)

Candidates must have active certifications to be considered.

Communication Requirement

• Must be able to clearly and confidently lead client-facing meetings, workshops, and presentations in English