[Hiring] ServiceNow ITSM Functional Lead @DMS Vision

Role Description

The ServiceNow ITSM Functional Lead will oversee the functional and business process aspects of IT Service Management (ITSM), providing expert guidance on ServiceNow capabilities and best practices. This role includes leading development efforts, documenting requirements, coordinating technical tasks, and ensuring effective communication and collaboration across teams to meet business needs and maintain system integrity.

• Act as a trusted advisor, providing expert guidance on ServiceNow capabilities, customization options, and best practices.
• Be assigned Request Items, Tasks, and/or Projects to complete in a self-directed and semi-independent manner.
• Coordinate and take the lead role for the technical/functional development and support of the assigned ServiceNow requests, projects, and tasks.
• Ensure a mutual understanding of the request and the proposed approach/response between both the client and the Contractor before beginning work on a request.
• Coordinate and execute all development aspects including reports, integrations, interfaces, conversion programs, database design and creation, and enhancement.
• Document requirements, or user stories in detail, as determined by the client (within Azure Dev Ops (ADO)).
• Document the progress and other details relating to the work being performed within the appropriate systems of record, such as ServiceNow RITMs, Tasks, ADO, etc.
• Perform technical functions that are within the scope of this position, including configuring, coding, testing, and writing automated test scripts using ATF, data loads, and scripting.
• Perform and/or coordinate the Unit, System Integration, User Acceptance, and other testing as specified by the client's IT Quality Management Playbook.
• Document and demonstrate changes (Showbacks) to stakeholders, as directed.
• Work with the system administration team to have the changes coded and peer-reviewed, then implemented into PRO.
• Provide documentation and knowledge transfer on the changes, plus guidance and support to the application support team for troubleshooting issues or answering questions.
• Provide focus on ease of use for the customers, users, and management.
• Review, advise, and approve changes and designs to the ITSM and other technology.
• Develop and maintain plans and other documentation as required using established standards, procedures, templates, and methodologies.
• Develop and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients.

Qualifications

• 8+ years of expertise in delivering services via ServiceNow for projects of various sizes and subject matter.
• 5+ years of experience with designing business processes for ServiceNow implementation.
• 5+ years of experience in delivering ServiceNow services as described within this request.
• 2-3 years of experience working in a Business Analyst capacity.
• Experience working with, and giving presentations to, senior leadership and stakeholders.
• At least two prior support and enhancements projects as a functional or technical lead.
• Experience working with ServiceNow's GenAI model Now Assist.
• At least one hands-on ServiceNow implementation project as a functional or technical lead within the ITSM modules.
• Experience coding and configuration of ServiceNow.
• ITIL / ITSM practices and methodologies.
• Proficient in the Microsoft Office 365 suite including Teams, Word, Excel, and PowerPoint, plus proficient in Microsoft ADO Testing Module.
• Bachelor's degree in business management or information systems.
• Experience in designing, architecting, or advising on human-to-computer interactions and interfaces and styles.

Requirements

• ServiceNow Certified Implementation Specialist – IT Service Management (CIS-ITSM).
• Plus, one or both of the following certifications:
• Certified Business Analysis Professional (CBAP).
• Certified Software Quality Analyst (CSQA).

Preferred Certification

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Application Developer (CAD).
• An equivalent combination of education and/or experience may be accepted.