What are the responsibilities and job description for the Engagement Lead (ServiceNow - FSM / CSM / Delivery Focus) - C&I position at CRI Advantage?
Location: Remote (U.S.-Based)
Employment Type: Full-Time
Citizenship: U.S. Citizenship Required
CRI Advantage is seeking a ServiceNow Engagement Lead to support delivery across our ServiceNow practice, with a focus on hands-on implementation and platform expertise, particularly within FSM and CSM.
This role is delivery-focused, requiring a strong technical lead who can build, configure, and deliver scalable ServiceNow solutions while guiding development teams through execution.
As a three-year ServiceNow Partner, CRI continues to expand its capabilities across multiple ServiceNow modules and client environments.
Responsibilities- Lead hands-on implementation and configuration of ServiceNow solutions
- Develop workflows, automation, dashboards, and integrations
- Guide development teams through Agile delivery cycles
- Participate in requirements gathering and solution design
- Build and maintain ServiceNow applications and platform configurations
- Perform testing (unit, system, UAT) and support deployment
- Collaborate with cross-functional teams to ensure successful delivery
- Support documentation, training, and continuous improvement
- 8 years of ServiceNow implementation, development, or administration experience
- Experience leading development teams and delivery efforts
- Hands-on experience with FSM and/or CSM modules
- Strong ServiceNow development/configuration experience (JavaScript, workflows, UI policies, integrations)
- Experience with REST, SOAP, and JSON integrations
- Strong understanding of ITIL and Agile/Scrum
- ServiceNow Certified System Administrator (CSA)
- At least one (1) Certified Implementation Specialist (CIS) certification
- Certified Application Developer (CAD)
Candidates must have active certifications to be considered.
Preferred Experience- Experience with ITSM, ITOM, SPM
- Experience with additional modules (ITAM, HRSD, SecOps, IRM/GRC)
- Medical (PPO/HDHP), Dental, Vision
- STD, LTD, Life & AD&D
- FSA and HSA options
- PTO, Holidays, Sick Leave
- 401(k) with Employer Match
- Employee Assistance Program (EAP) and discount programs
CRI Advantage has delivered innovative IT and business solutions for over 30 years, supporting public and private sector clients. As a three-year ServiceNow Partner, we are committed to expanding our ServiceNow practice and delivering high-quality solutions across multiple domains.