What are the responsibilities and job description for the Engagement Lead (ServiceNow - ITSM / CSM / ITOM / SPM) - Now Advantage position at CRI Advantage?
Location: Remote (U.S.-Based)
Employment Type: Full-Time
Citizenship: U.S. Citizenship Required
CRI Advantage is seeking an experienced ServiceNow Engagement Lead to support our growing ServiceNow practice, delivering solutions across ITSM, CSM, ITOM, and SPM.
This role is highly client-facing and requires a strong technical leader who can guide solution design, lead stakeholder discussions, and drive successful delivery across complex implementations.
As a three-year ServiceNow Partner, CRI continues to expand its footprint by delivering high-quality, scalable solutions across public and private sector clients.
Responsibilities- Lead technical delivery across ServiceNow implementations
- Facilitate client-facing workshops, solution discussions, and design sessions
- Partner with project managers, business analysts, and stakeholders
- Guide development teams through Agile delivery (sprints, backlog, releases)
- Design and configure workflows, automation, dashboards, and integrations
- Support pre-sales efforts including demos and proof-of-concepts
- Deliver training and documentation to clients
- Ensure alignment with platform best practices and business objectives
- 8 years of ServiceNow implementation, development, or administration experience
- Demonstrated experience leading technical teams and engagements
- Hands-on experience with ITSM, CSM, ITOM, and/or SPM
- 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.
Communication Requirement- Must be able to clearly and confidently lead client-facing meetings, workshops, and presentations in English
- Experience with FSM, HRSD, ITAM, SecOps, or IRM/GRC
- Experience supporting pre-sales, demos, and solutioning
- 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, serving public and private sector clients. As a three-year ServiceNow Partner, we continue to grow our ServiceNow practice and invest in top-tier talent to deliver impactful, scalable solutions.