Lead ServiceNow Practitioner

About the role

We are seeking a Lead ServiceNow Practitioner to act as a consultative platform leader across the ServiceNow ecosystem, with primary focus on ITIL/ITSM, Strategic Portfolio Management, IT Asset Management, Contract Management and CMDB. The role will shape platform direction, ensure predictable delivery, and partner with Information Services and business teams to drive measurable outcomes.

Key responsibilities

• Serve as a consultative partner to IS and business stakeholders; lead discovery sessions, clarify requirements, recommend ServiceNow best practices, and align solutions to measurable outcomes.
• Lead technical design sessions and produce solution documentation, including process flows, user stories, acceptance criteria, configuration approaches and release notes.
• Provide oversight while remaining hands‑on: configure and enhance workflows, Flow Designer automations, approvals, SLAs, notifications, assignment logic and service catalog experiences.
• Lead and optimize ITIL/ITSM processes (incident, request, change, problem, knowledge, service catalog) and drive continuous improvement.
• Oversee configuration and support of Strategic Portfolio Management, including intake, demand, project/portfolio tracking, resource planning, financial tracking and executive dashboards.
• Oversee configuration and support of IT Asset Management, ensuring asset lifecycle management, compliance reporting and audit‑ready evidence.
• Oversee configuration and support of Contract Management / Contract Management Pro, handling intake, routing, approvals, renewals, obligations, metadata standards and audit trails.
• Govern CMDB/CI class hierarchy, data quality and compliance, and manage the work of a managed‑services partner covering Application Managed Services and Development/Sprint Delivery.

Required profile

• 5–10 years of experience delivering ServiceNow solutions in large enterprises.
• Proven leadership of platform governance, managed‑services delivery and cross‑functional teams.
• Strong background in ITIL/ITSM processes with hands‑on experience configuring ServiceNow modules.
• Ability to translate business requirements into technical designs and measurable outcomes.
• Experience working with managed‑services partners and driving SLA/KPI performance.

Required skills

• ServiceNow platform (ITSM, SPM, ITAM, Contract Management Pro, CMDB)
• ITIL framework
• Flow Designer
• ServiceNow reporting and dashboards
• Service catalog configuration
• Incident, problem, change, request, knowledge management modules
• SLA and notification configuration
• Integration and data‑quality governance