ServiceNow Technical Lead

Rockwoods Inc; Salt Lake City (UT); On-site; USD 120,000 - 150,000; Full time

Job summary

A consulting company is seeking an experienced ServiceNow Technical Lead in Salt Lake City, UT. This role involves close collaboration with clients and requires expertise in CMDB management and ServiceNow upgrades. The ideal candidate has over 8 years of experience, is adept at leading teams, and possesses strong communication skills. Responsibilities include managing project implementation, developing ServiceNow solutions, and ensuring compliance with standards. Competitive compensation and a W-2 working arrangement are offered.

Qualifications

• 8+ years of hands-on experience in ServiceNow development, implementation, and administration.
• Proven experience managing CMDB, Discovery, and Service Mapping.
• Strong background in ServiceNow upgrades and platform maintenance.
• Expertise in CMDB, ITSM, and ITOM (Discovery, Service Mapping) modules.

Responsibilities

• Serve as primary onshore point of contact for the client.
• Coordinate effectively with the offshore delivery team.
• Lead ServiceNow upgrade activities, including testing, validation, and deployment.
• Develop custom workflows, automation, and integrations based on business needs.

Skills

ServiceNow development

CMDB management

ITSM

ITOM

Communication skills

Leadership

Project execution

Stakeholder management

Education

Bachelor’s degree in Computer Science, IT, or related field

Tools

ServiceNow

REST/SOAP APIs

MID Server configurations

Job description

Note: Need someone who can work only on W-2.

About the Role

Rockwoods is seeking an experienced ServiceNow Technical Lead to join our client’s team in Salt Lake City, UT. This role requires close collaboration with the onshore client team and deep technical expertise in CMDB management, ServiceNow platform upgrades, and project execution, along with strong leadership and communication skills.

Key Responsibilities

• Serve as the primary onshore point of contact for the client.
• Coordinate effectively with the offshore delivery team to ensure seamless execution.
• Provide strategic direction and thought leadership on ServiceNow best practices.
• Design, develop, and implement ServiceNow solutions—focusing on CMDB and related modules.
• Configure, maintain, and optimize the CMDB to ensure accuracy and compliance.
• Lead ServiceNow upgrade activities, including testing, validation, and deployment.
• Develop custom workflows, automation, and integrations based on business needs.
• Oversee Discovery and Service Mapping to maintain accurate CI data.
• Define reconciliation rules, CI classes, and data models aligned to business processes.
• Troubleshoot CMDB issues in adherence to ITIL and governance standards.
• Lead ServiceNow implementation and enhancement projects.
• Prepare and present project updates, roadmaps, and status reports to stakeholders.
• Identify and manage project risks, dependencies, and improvement opportunities.
• Build and sustain strong relationships with client stakeholders.
• Translate business requirements into actionable technical deliverables.
• Provide guidance, training, and knowledge transfer to both onshore and offshore teams.
• Establish and maintain governance frameworks for CMDB and ServiceNow usage.
• Ensure compliance with organizational, security, and regulatory standards.

Required Qualifications

• 8+ years of hands‑on experience in ServiceNow development, implementation, and administration.
• Proven experience managing CMDB, Discovery, and Service Mapping.
• Strong background in ServiceNow upgrades and platform maintenance.
• Expertise in CMDB, ITSM, and ITOM (Discovery, Service Mapping) modules.
• Experience with REST/SOAP APIs, MID Server configurations, and integrations.
• Skilled in creating ServiceNow reports and dashboards.
• Experience managing onshore and offshore teams.
• Excellent communication, presentation, and stakeholder management abilities.

Preferred Qualifications

• ServiceNow Certifications:
  • Certified System Administrator (CSA)
  • Certified Implementation Specialist (CIS) – CMDB, ITOM, or related modules
• Bachelor’s degree in Computer Science, Information Technology, or a related field.