ServiceNow Team Lead

The ServiceNow Team Lead will oversee a team of ServiceNow professionals, managing incoming work, assigning tasks, and serving as the primary point of contact for customers to ensure their needs are met. This role requires a blend of technical expertise, leadership skills, and customer-facing communication to deliver high-quality solutions on the ServiceNow platform.

Responsibilities:

• Work Management: Prioritize, organize, and manage incoming ServiceNow-related tasks, including incident resolution, service requests, and platform enhancements, ensuring timely delivery.

• Task Assignment: Allocate tasks to team members based on skillsets, workload, and project requirements to optimize team performance and meet deadlines.

• Customer Engagement: Act as the primary liaison with customers, gathering and clarifying requirements, providing updates on project progress, and ensuring customer satisfaction.

• Team Leadership: Mentor and guide team members, fostering a collaborative environment, providing technical guidance, and supporting professional development.

• ServiceNow Expertise: Oversee the design, development, and implementation of ServiceNow solutions, ensuring alignment with best practices and business objectives.

• Process Improvement: Identify opportunities to optimize workflows, automate processes, and enhance ServiceNow platform functionality.

• Reporting and Metrics: Track team performance, monitor KPIs, and provide regular reports to stakeholders on project status, team productivity, and service delivery.

• Issue Resolution: Escalate and resolve complex technical or customer issues, ensuring minimal disruption to service delivery.

• Collaboration: Work closely with cross-functional teams, including IT, project management, and business units, to align ServiceNow solutions with organizational goals.

Education:

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).

Experience:

• 5+ years of experience working with the ServiceNow platform (ITSM, ITOM, HR, or other modules).

• 2+ years in a leadership or team lead role, managing technical teams.

• Proven experience in customer-facing roles, with strong communication skills.

Certifications:

• ServiceNow Certified System Administrator (required); additional certifications like Certified Implementation Specialist or Certified Application Developer (preferred).

Technical Skills:

• Proficiency in ServiceNow configuration, customization, and administration (e.g., workflows, scripting, integrations).

• Familiarity with ITIL processes (e.g., Incident, Problem, Change Management).

• Knowledge of JavaScript, HTML, CSS, and REST/SOAP APIs.

Soft Skills:

• Strong leadership and team management abilities.

• Excellent verbal and written communication skills for engaging with customers and stakeholders.

• Problem-solving mindset with the ability to prioritize and multitask in a fast-paced environment.

Preferred:

• Experience with Agile/Scrum methodologies and project management tools (e.g., Jira, ServiceNow Agile Development).

Jacobs is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, medical condition, marital or domestic partner status, sexual orientation, gender, gender identity, gender expression and transgender status, mental disability or physical disability, genetic information, military or veteran status, citizenship, low-income status or any other status or characteristic protected by applicable law. Learn more about your rights under Federal EEO laws and supplemental language.