ServiceNow Engagement Lead; FSM​/ITAM​/SecOps​/HRSD

Overview

CRI Advantage is seeking an Engagement Lead (Service Now) with deep expertise in advanced Service Now product suites including Field Service Management (FSM), IT Asset Management (HAM/SAM/EAM), HR Service Delivery (HRSD), Security Operations (Sec Ops), and Strategic Portfolio Management (SPM).

This role serves as an Implementation and Development Team Lead, responsible for leading complex Service Now implementations, integrations, configurations, and custom application development across multiple enterprise workflows. The Engagement Lead will also deliver proofs of concept, functional demos, and support pre‑sales and business development activities.

The ideal candidate is a strong technical leader with proven hands‑on experience, exceptional communication skills, and a passion for architecting solutions that drive measurable business value.

• Lead and coordinate technical development resources throughout all phases of Service Now projects.
• Conduct requirement‑gathering workshops and document functional and non‑functional requirements/user stories.
• Manage execution of user stories and maintain backlogs within sprints and epics.
• Design and develop custom items, features, workflows, integrations, and automations.
• Build and optimize dashboards, reports, widgets, and KPIs to support visibility and performance metrics.
• Code in HTML, JavaScript, CSS, Angular
  
  JS, and related technologies.
• Build unit/functional test specifications and oversee/assist customer acceptance testing.
• Provide technical documentation and deliver end‑user and admin training.
• Support pre‑sales activities including capability presentations, demos, and proof‑of‑concept builds.
• Assess client requirements for alignment with Service Now suite capabilities and recommend optimal solutions.

• 8+ years of related Service Now implementation, development, or administration experience.
• Proven leadership experience overseeing development resources and driving delivery efficiencies.
• Hands‑on implementation experience with multiple advanced Service Now product suites:
• FSM, HRSD, ITAM (HAM/SAM/EAM), Sec Ops, or SPM.
• Proficiency with JavaScript, HTML, CSS, Angular
  
  JS, and platform configuration/custom development.
• Experience with third‑party software integrations and APIs (REST, SOAP, JSON).
• Understanding of ITIL processes and Agile/Scrum methodologies.
• Excellent verbal and written communication skills with a strong customer‑service mindset.
• Bachelor's degree in a technical discipline (Computer Science, Information Systems, etc.) or equivalent experience.

• Certified System Administrator (CSA)
• At least TWO Certified Implementation Specialist (CIS) certifications, preferably in FSM, HRSD, HAM/SAM/EAM, Sec Ops, or SPM.
• Certified Application Developer (CAD)

• Experience across additional Service Now products (ITSM, ITOM, CSM, Workplace, GRC/IRM).
• Experience supporting pre‑sales cycles, demos, or POC development.

• Sedentary work primarily involving computer operations.
• Regular, predictable attendance.
• Moderate office noise (computers, phones, light activity).

CRI Advantage provides flexible benefit packages, including:

• Medical (PPO and HDHP), Dental, and Vision
• STD, LTD, Life & AD&D
• FSA and HSA options
• PTO, Paid Holidays, Sick Leave (where applicable)
• 401(k) with employer match
• Employee Assistance Program (EAP)
• Discount Rewards Program
• Bonusly (Recognition Platform)
• Bonusly (Recognition Platform)

CRI Advantage has delivered innovative IT and business solutions to the public and private sector for over 30 years. Our teams combine deep technical expertise with a relentless focus on customer success to drive meaningful business outcomes.