ServiceNow Technical Lead

KPG99 INC; Reston (VA); On-site; USD 120,000 - 180,000; Full time

Job summary

KPG99 INC is seeking a Senior ServiceNow Architect/Lead in Reston, VA to drive platform delivery across ITSM and CMDB. You will own design decisions, governance, and ensure best practices for security and performance while mentoring a global team.

Responsibilities include requirements discovery, solution design, configuration/development, testing, and deployment, with a strong focus on integrations and data quality to support telecommunication workflows like OSS/BSS, order orchestration, and

Qualifications

• Proven experience leading ServiceNow implementations across ITSM and CMDB.
• Strong scripting and configuration skills with performance-aware design.
• Experience with REST/SOAP integrations and enterprise integrations.
• Upgrade planning, testing strategies, and deployment best practices.
• Telecom domain familiarity (OSS/BSS, order management, fulfillment, billing).
• Excellent stakeholder management, documentation, and workshops.
• Certifications CSA, CAD preferred; CIS-EM or CIS helpful.
• Lead end-to-end delivery: requirements discovery, design, configuration, testing, deployment.
• Own platform design decisions ensuring security (ACLs) and performance standards.
• Plan upgrades/patches with impact analysis and regression testing.
• Mentor developers/admins and drive automation and patterns.
• Coordinate across onshore/offshore teams to restore service quickly.

Responsibilities

• Lead end-to-end delivery for ServiceNow initiatives: discovery to deployment.
• Define platform standards and release governance.
• Mentor teams and perform technical reviews.
• Coordinate across onshore/offshore teams with vendors.
• Drive continuous improvement and platform hygiene.

Skills

ServiceNow leadership

ITSM

CMDB

Service Mapping

Business Rules

Script Includes

Client Scripts

Flow Designer

Integration patterns

MID Server

Upgrade planning

Impact assessment

Testing strategy

Deployment governance

OSS/BSS

Order management

Stakeholder mgmt

Documentation

Communication

Workshop leadership

CSA

CAD

CIS-EM

Requirements discovery

Solution design

Configuration/development

Testing

Deployment

Incident communications

Onshore/offshore coordination

Prioritization

Decision-making

Automation

Platform hygiene

Education

Bachelor's degree in Computer Science or related field

Tools

MID Server

Job description

• Strong hands-on experience leading ServiceNow implementations and enhancements across ITSM and CMDB (data model, discovery/alignment, service mapping fundamentals).
• ServiceNow technical leadership: platform standards, application scope strategy, update sets/app repo, code review, and release governance.
• Strong scripting and configuration skills (Business Rules, Script Includes, Client Scripts, Flow Designer/Workflow) with performance-aware design.
• Integration experience (REST/SOAP, integration patterns, authentication, error handling); familiarity with MID Server and enterprise integrations is a plus.
• Experience with ServiceNow upgrade planning, impact assessment, testing strategy, and deployment best practices.
• Functional understanding of telecom domain concepts (OSS/BSS, order management/orchestration, fulfillment, billing) to translate business needs into platform solutions.
• Strong stakeholder management, documentation, and communication skills; able to lead workshops and drive decisions.
• Certifications: CSA, CAD (preferred); CIS-EM or other CIS (good-to-have).
• Lead end-to-end delivery for ServiceNow initiatives: requirements discovery, solution design, configuration/development, testing, and deployment.
• Own platform technical design decisions and ensure adherence to ServiceNow best practices, security (ACLs), and performance standards.
• Design and govern integrations and data flows; ensure robust error handling, monitoring hooks, and documentation.
• Plan and execute upgrades/patches: impact analysis, regression testing coordination, release readiness, and change governance.
• Mentor developers/admins, perform technical reviews, and drive reusable patterns, automation, and platform hygiene.
• Partner with operations to ensure smooth production releases and ongoing platform health (basic monitoring/alerts and continuous improvement).
• Generic Managerial Skills (if any)
• Own and drive incident communications with cross-functional stakeholders (business, operations, engineering).
• Coordinate across onshore/offshore teams and vendors to restore service quickly and safely.
• Strong prioritization, decision-making under pressure, and continuous-improvement mindset. Bachelor’s degree in computer science/engineering/information systems or similar technical area