• Technical Leadership
  • Provide technical direction and architectural guidance for ServiceNow implementations across multiple modules
  • Lead complex ServiceNow projects including upgrades, integrations, and custom application development
  • Oversee CMDB strategy, data governance, and accuracy initiatives to ensure reliable IT asset visibility
  • Ensure adherence to ServiceNow best practices, coding standards, and governance frameworks
  • Review and approve technical designs, workflows, and customizations
  • Stay current with ServiceNow platform updates, new features, and emerging capabilities.
• People Management
  • Manage, mentor, and develop a team of ServiceNow administrators, developers, and analysts
  • Conduct performance reviews, set goals, and create individual development plans
  • Foster a collaborative, innovative team culture focused on continuous learning
  • Provide coaching and technical guidance to team members at various skill levels
  • Manage resource allocation and workload distribution across the team
• Operational Excellence
  • Ensure SLA compliance and maintain high service quality standards
  • Lead incident response and problem resolution for platform issues
  • Manage vendor relationships and coordinate with ServiceNow support when needed
  • Develop and maintain team documentation, procedures, and knowledge base
• Strategic Planning
  • Lead the ServiceNow roadmap planning and technology strategy
  • Develop and maintain analytics frameworks to measure team performance and platform effectiveness
  • Create executive-level dashboards and reports to demonstrate business value and ROI
  • Identify opportunities for process improvement and automation using data-driven insights
• Support business stakeholders in defining requirements and solution approaches

• DOD 8140 IAT II certification (Security+ CE, CCNA-Security, CySA+,CND)
• Experience with ServiceNow
  • Knowledge of core ServiceNow modules
  • IT Service Management (ITSM)- Incident, Problem, Change, Service Catalog
  • Configuration Management Database (CMDB)- CI relationships, data Integrity
  • Performance Analytics and Reporting - critical metrics, dashboards, and business intelligence
  • Customer Service Management (CSM)
  • Security Incident Response (SIR)
  • ServiceNow App Engine and Platform capabilities
• CMDB Management: Expertise in:
  • CMDB design, implementation, and ongoing governance
  • Configuration Item (CI) identification, classification, and relationship mapping
  • CMDB data quality management and health scoring
  • Integration with discovery tools and automated population strategies
  • CMDB analytics and reporting for IT asset visibility
  • Compliance with ITIL configuration management processes
• Analytics & Reporting: Proficiency in:
  • ServiceNow Performance Analytics implementation and configuration
  • Dashboard creation and data visualization guidelines
  • Benchmark development and metrics strategy aligned with business objectives
  • Advanced reporting using Report Builder and scheduled reporting
  • Data analysis and trend identification for operational insights
  • Integration with external BI tools and data warehouses
• Development Skills: Proficiency in:
  • JavaScript, Glide APIs, and ServiceNow scripting
  • ServiceNow Flow Designer and Workflow
  • REST/SOAP web services and integrations
  • HTML, CSS, and UI customization
  • Database concepts and ServiceNow data modeling
  • A deep understanding of Secure Development Life Cycle (SDLC)

• Certifications
  • ServiceNow Certified System Administrator (CSA)
  • ITIL Foundations
• Experience with DOD Networks (NIPR, SIPR, JWICS)

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