ServiceNow Technical Lead

Service Now Technical Lead

Category: Project Management

Main location: United States, Utah, Salt Lake City

Position : J

Employment Type: Full Time

U.S.

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Do you want to take your career to the next level? Are you ready for the responsibility of working with high-profile clients? CGI is looking for a talented, driven, and experienced Service Now Technical Lead with a passion for solving business problems to join our team in Salt Lake City, UT.

This position is located at our client site in Salt Lake City, UT.

We are seeking an experienced and technically proficient Onshore Service Now Technical Lead to oversee and manage Service Now projects and operations for our esteemed client. This role requires a dynamic individual who can serve as the key bridge between the onshore client team (4 to 5 - Salt Lake City) and the offshore delivery team (10 - India). With a strong focus on CMDB management, Service Now projects, and upgrade activities, the ideal candidate will bring both technical expertise and exceptional leadership capabilities.

At CGI, you will solve challenging business and technical problems as a full‑time consultant serving local, enterprise clients. You’ll be part of a team of smart, dedicated people and make an impact with both internal and client stakeholders. You also can work on cutting edge technologies and cloud native development. Tired of the same old thing? Take your talents to a world‑class consulting firm that inspires personal and professional growth and values your ideas.

How you’ll make an impact

• Leadership and Coordination:
  • Act as the primary point of contact for the onshore client team.
  • Coordinate and collaborate effectively with offshore delivery teams to ensure seamless project execution.
  • Provide thought leadership and strategic guidance to the client on Service Now best practices and solutions.
• Technical Expertise:
  • Design, develop, and implement solutions on the Service Now platform, with a specific focus on CMDB and related modules.
  • Lead efforts to configure, maintain, and optimize the CMDB, ensuring data accuracy, completeness, and compliance with governance standards.
  • Guide and perform Service Now upgrades, including testing, validation, and deployment of new platform releases.
  • Collaborate with teams to develop workflows, automation, and integrations tailored to client requirements.
• CMDB and Discovery:
  • Oversee and manage Discovery and Service Mapping activities to maintain accurate and up-to-date CI data.
  • Define and implement reconciliation rules, CI classes, and data models to align with business needs.
  • Troubleshoot and resolve CMDB issues, ensuring alignment with ITIL standards.
• Project Management:
  • Lead Service Now implementation and enhancement projects, ensuring timely delivery and adherence to quality standards.
  • Prepare and present project updates, roadmaps, and status reports to client stakeholders.
  • Manage risk, dependencies, and issues while proactively identifying opportunities for improvement.
• Stakeholder Management:
  • Build and maintain strong relationships with client stakeholders, understanding their needs and translating them into actionable deliverables.
  • Provide training, knowledge transfer, and guidance to client and offshore teams on Service Now best practices.
• Governance and Compliance:
  • Establish and enforce governance frameworks for CMDB and platform usage.
  • Ensure adherence to security, compliance, and regulatory standards.

What you’ll bring

• Experience:
  • 8+ years of experience in Service Now development, implementation, and administration.
  • Proven track record in managing CMDB, Discovery, and Service Mapping activities.
  • Significant experience in Service Now upgrade activities and platform maintenance.
• Technical
  
  Skills:
  
  
  • Proficiency in scripting languages (JavaScript, Glide scripting).
  • Expertise in Service Now modules: CMDB, ITSM, ITOM – Discovery, Service Mapping.
  • Knowledge of integration methods (REST/SOAP APIs, MID Server configurations).
  • Familiar it…