Position: ServiceNow Lead Location: Omaha, NE (Onsite) Type: Contract/ Contract to Hire Overview: We are seeking an experienced and versatile ServiceNow Lead to lead the design, implementation, and management of ServiceNow solutions across IT Service Management (ITSM), IT Operations Management (ITOM), Hardware Asset Management (HAM), and Software Asset Management (SAM). This role requires a deep understanding of ServiceNow modules, ITIL practices, and enterprise asset management, as well as the ability to deliver integrated solutions that optimize IT operations and service delivery. Key Responsibilities: ITSM (IT Service Management):
- Design, configure, and implement ServiceNow ITSM modules, including Incident, Problem, Change, Request, and Knowledge Management.
- Develop workflows, automation scripts, and dashboards to enhance IT service delivery and performance monitoring.
- Align ITSM processes with ITIL best practices and organizational goals.
ITOM (IT Operations Management):
- Deploy and manage ServiceNow ITOM modules, such as Discovery, Service Mapping, Event Management, and Orchestration.
- Configure integrations with CMDB and third-party monitoring tools to ensure accurate asset discovery and dependency mapping.
- Automate operational tasks and improve incident resolution efficiency using ServiceNow ITOM.
HAM (Hardware Asset Management):
- Establish and maintain processes for hardware lifecycle management, from procurement to retirement.
- Configure ServiceNow HAM to track asset inventory, manage vendor relationships, and ensure compliance with corporate policies.
- Analyze hardware usage trends to optimize asset allocation and reduce costs.
SAM (Software Asset Management):
- Implement ServiceNow SAM to track software licenses, subscriptions, and compliance requirements.
- Monitor software usage to minimize over-licensing and reduce audit risks.
- Develop reports and dashboards to provide visibility into software assets and their financial impact.
General Responsibilities:
- Collaborate with stakeholders to gather requirements and design scalable, integrated solutions across modules.
- Provide technical leadership for ServiceNow development, including scripting, integrations, and system administration.
- Maintain data integrity within the CMDB and ensure alignment across ITSM, ITOM, HAM, and SAM modules.
- Monitor system performance, troubleshoot issues, and implement enhancements to improve user experience.
- Train end-users and provide ongoing support to ensure successful adoption of ServiceNow solutions.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 5+ years of experience in ServiceNow platform development and administration.
- Strong expertise in ITSM, ITOM, HAM, and SAM modules.
- ITIL v3/v4 Foundation certification preferred.
- Experience with ServiceNow scripting (JavaScript, AngularJS) and integrations (REST, SOAP, APIs).
- Excellent problem-solving and communication skills with the ability to manage multiple projects simultaneously.
Preferred Skills:
- ServiceNow Certified Implementation Specialist (CIS) or similar certifications in ITSM, ITOM, HAM, or SAM.
- Knowledge of asset lifecycle management and software compliance frameworks.
- Experience with Agile methodologies and tools.