ServiceNow Delivery Lead

South waltham, MA 02453

Posted: 10/19/2018 Job Number: 110117890849

ServiceNow Delivery Lead

Interview: Phone then Skype

Pay Rate: 70/HR C2C

(Mix of ServiceNow BA + PM,)


Scope of the role

The role is responsible for supporting, developing, configuring, testing, implementing, and maintaining the Service Desk application - Service Now.  The role will work closely with the business, 3rd party development partner and IT teams.

Key Responsibilities

¢         Provide thought leadership and subject matter expertise related to ITSM product processes

¢         Participate in the delivery of projects and solutions to completion in a team environment while demonstrating a consultative personality and collaborative communication style.

¢         Perform daily operational and support tasks on the Service Now platform

¢         Identifying areas of ITSM process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons and risks

¢         Managing and communicating ITSM process and business requirements ensuring that the proposed solutions meet the customer's expectations

¢         Lead clients in their efforts to take advantage of the ServiceNow functional capabilities and in their efforts to improve their ITSM processes

¢         Actively listen to customer needs and translate collaborative discussions to formal requirements

¢         Work with Project Manager/Architect to maintain open communications, and ensure ultimate project deliverables are understood by internal and external stakeholders

¢         Connect with QA team, manage user acceptance testing

¢         Create end user communications, draft training materials, and host training sessions as needed

¢         Play a key role in the rollout of documented procedures through enterprise change management and enterprise release management processes 

¢         Collaborate closely with developers to implement the requirements, provide necessary guidance to testers during QA process, and adjust communications per audience

¢         Ability to work directly with internal and external clients

¢         Demonstrates requirements gathering and analysis, solution design, development task management, quality assurance and release management


Skills / Experience required

¢         Sound knowledge of ServiceNow  application(S)  integration  with third party systems/applications. 

¢         Scripting experience - JavaScript, HTML

¢         Participate in internal and customer meetings identify unique use cases for the  Service Now  platform 

¢         Strong understanding and experience with leading, configuring and developing with ITSM toolsets such as ServiceNow, HP Service Desk, HP ServiceManager, Cherwell and Remedy

¢         ITIL Certification preferred

¢         Knowledge and experience in Agile methodology, including creation of stories

¢         ServiceNow Certified System Administrator qualification or proven recent experience in system administrative duties in ServiceNow

¢         Good analytical skills, structured and methodical approach, highly organized

¢         Demonstrates working knowledge of  Service Now  core architecture and especially modules such as Service  Catalog/Incident/Change/Problem Management/  Knowledge Management/  Self-Service Portal


1) Is Scripting experience - JavaScript, HTML absolutely required or a plus? - Not an essential skill but a plus 2) Is this a pure functional BA/PM role..or do they need to come from a technical background? - Technical background/ ServiceNow Background 3) Location? Waltham MA, candidate need to be onsite (customer facing) 4) Duration? 6 months

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