ServiceNow Product Lead (ITSM/CSM/ITOM/SPM)

Location: Remote (U.S. Based)
Employment Type: Full-Time
Citizenship: U.S. Citizenship required

CRI Advantage is looking for an Engagement Lead (ServiceNow) to support our rapidly growing ServiceNow practice, specializing in IT Service Management (ITSM), Customer Service Management (CSM), IT Operations Management (ITOM), and Strategic Portfolio Management (SPM).

This position functions as an Implementation and Development Team Lead, responsible for leading ServiceNow implementations, platform configuration, integrations, and custom development across core IT workflows. The Engagement Lead will also support pre-sales engagements, demos, and proof-of-concept activities.

The ideal candidate is a hands-on technical leader with strong communication skills, deep knowledge of enterprise IT processes, and a proven track record of delivering high-quality ServiceNow solutions.

Work in collaboration with CRI's project managers, business analysts, and technical teams to:

• Lead and coordinate technical development resources through all phases of ServiceNow projects.

• Facilitate requirement-gathering workshops and document functional/non-functional requirements and user stories.

• Manage sprints, backlogs, and epics efficiently within Agile delivery frameworks.

• Configure and develop custom workflows, automation, catalog items, and application features.

• Build and optimize queries, dashboards, widgets, and reporting capabilities.

• Code in JavaScript, HTML, CSS, AngularJS, and related technologies.

• Develop unit and functional test scripts; support customer acceptance testing.

• Deliver training and produce technical documentation.

• Support CRI's Sales and Delivery teams with demos, capability presentations, and solutioning.

• Provide recommendations aligning client needs with ServiceNow platform capabilities.

• 8 years of experience in ServiceNow implementation, development, or administration.

• Leadership experience managing technical development resources.

• Hands-on implementation experience with ITSM, CSM, ITOM, and/or SPM.

• Strong development and configuration abilities (JavaScript, workflows, business rules, UI policies, integrations).

• Experience with REST/SOAP/JSON integrations and automation.

• Excellent communication skills and customer service mentality.

• Knowledge of ITIL and Agile/Scrum frameworks.

• Bachelor's degree in a technical field or equivalent experience.

• ServiceNow Certified System Administrator (CSA)

• At least ONE Certified Implementation Specialist (CIS) certification such as ITSM, CSM, ITOM, SPM, SAM, HAM, HRSD, etc.

• Certified Application Developer (CAD)

• Experience with additional ServiceNow suites (FSM, HRSD, ITAM, SecOps, IRM/GRC).

• Experience supporting pre-sales activities or POC development.

• Primarily sedentary computer-based work.

• Regular, predictable attendance.

• Moderate office noise (computers, phones, light traffic).

• Medical (PPO/HDHP), Dental, Vision

• STD, LTD, Life & AD&D

• FSA and HSA options

• PTO, Holidays, Sick Leave (where applicable)

• 401(k) with employer match

• EAP and Discount Programs

CRI Advantage has delivered innovative IT and business solutions for more than 30 years, serving both private and public sector clients with technical excellence and a strong commitment to customer success.