ServiceNow ITSM Functional Lead

Location: Harrisburg, PA - local candidates only

Position Type: Hybrid, some onsite work in Harrisburg, PA required

Contract Length: 12 months+

Position Overview

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. ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM), Certified Business Analysis Professional (CBAP), Certified Software Quality Analyst (CSQA) certification required

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Duties

• Act as a trusted advisor, providing expert guidance on ServiceNow capabilities, customization options, and best practice
• 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 task
• 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. These include, but are not limited to 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 (playbook to be provided upon start of work
• 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 provide guidance and support to the application support team, as needed, for troubleshooting issues or answering question
• Provide focus on ease of use for the customers, users, and management
• Review, advise, and approve changes and designs to the ITSM and the 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

Required Skill

• s:8+ years of expertise in delivering services via ServiceNow for projects of various sizes and subject matter
• s.5+ years of experience with designing business processes for ServiceNow implementation
• n.5+ years of experience in delivering ServiceNow services as described within this request
• t.2-3 years of experience working in a Business Analyst capacity
• Experience working with, and giving presentations to, senior leadership and stakeholder
• At least two prior support and enhancements project as a functional or technical lea
• Experience working with ServiceNow's GenAI model Now Assis
• 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 Modul
• Bachelor's degree in business management or information system
• Experience in designing, architecting, or advising on human-to-computer interactions and interfaces and styles

Required Certification

• ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM
• Plus, one or both of the following Certification
• 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