Technical Lead - ServiceNow Catalog and Knowledge Management (KM) Implementations

NO SPONSORSHIP

Technical Lead ServiceNow - Catalog and Knowledge Management

Again, platform services with some development experience, UI/UX, etc.

Communication skills must be good

SALARY: $160K - $180K PLUS $20K BONUS

McLean, VA - On site 5 days a week

Full relocation

This position will focus on supporting the ServiceNow Request Management (Catalog Self Service Portal) and Knowledge modules. The ServiceNow Catalog and Knowledge Management (KM) tech lead will demonstrate leadership skills and deliver in areas for the Operational support, process and governance documentation, and technical support of the ServiceNow platform Catalog and KM modules. The role involves creating and maintaining catalog items, self-service portal, managing workflows for requests, ensuring service delivery aligns with SLAs, and often includes reporting and analytics.

Perform day-to-day administration of the ServiceNow system, including making approved changes to forms, tables, reports, configuration changes and workflows adhering to platform and development standards and processes. Support Program activities providing metrics, reports, configurations within catalog and knowledge and space. Troubleshoot problems, resolve incidents, implement bug fixes, and perform root cause analysis. Assist with upgrade planning, testing, and implementation between development and production instances for Catalog, Knowledge and portal space.

This role will require a strong knowledge and hands on experience of the IT Service Management Modules and Automation Workflows (This role also requires a strong architectural knowledge of the Service Now platform as well as back-end experience managing and updating UI parameters on self-service Portal.

Qualifications:

• 8-10 years of relevant experience
• Bachelor's or related experience is required.
• 7-8 years of IT and Web Development/Front-End experience, including experience utilizing programming languages such as JavaScript, ServiceNow Scripting, XML, Shell Scripting, and REST API.
• Strong Administration and operational knowledge of ITSM, Portal, Catalog and Knowledge management. UX designing knowledge for catalog development
• Knowledge of ITIL Framework including Change, Release, Incident, Knowledge Management & CMDB processes, understanding of architectural and infrastructure environments and technical writing and documentation.
• Excellent analytical skills and problem-solving skills using Service Now platform architecture for Service Request Catalog and Knowledge Management modules.
• Understanding of UX/UI best practices
• ServiceNow Certified Systems Administrator (CSA), or other ServiceNow certifications are preferred.