Engagement Lead (ServiceNow - ITSM / CSM / ITOM / SPM)
Location: Remote (U.S. Based)
Employment Type: Full-Time
Citizenship: U.S. Citizenship Required
Overview
CRI Advantage is seeking an experienced Engagement Lead to support our rapidly growing ServiceNow practice, with primary focus on IT Service Management (ITSM), Customer Service Management (CSM), IT Operations Management (ITOM), and Strategic Portfolio Management (SPM). This role serves as a senior technical and delivery leader responsible for overseeing complex implementations, guiding development teams, and ensuring successful client outcomes. The position also offers opportunities to expand into additional ServiceNow suites, including Field Service Management (FSM), as part of CRI's long-term platform and practice growth strategy. The ideal candidate is a hands-on technical leader with strong client-facing skills, deep knowledge of enterprise IT processes, and a proven record of delivering high-quality ServiceNow solutions.
Responsibilities
Lead and coordinate technical development resources through all phases of ServiceNow projects.
Partner closely with project managers, business analysts, and stakeholders to ensure delivery excellence.
Facilitate requirements workshops and document functional and non-functional requirements.
Manage sprints, backlogs, epics, and releases within Agile frameworks.
Configure and develop custom workflows, automation, catalog items, and applications.
Build and optimize dashboards, reports, and analytics.
Perform development using JavaScript, HTML, CSS, AngularJS, and related technologies.
Design and implement integrations using REST, SOAP, and JSON.
Develop and execute unit, system, and user acceptance testing.
Deliver end-user and administrator training.
Produce technical and functional documentation.
Support sales and delivery efforts through demos, proof-of-concepts, and solution design.
Provide strategic recommendations aligning client needs with platform capabilities and best practices.
Required Qualifications
8+ years of experience in ServiceNow implementation, development, or administration.
Demonstrated leadership experience managing technical development resources.
Hands-on implementation experience with ITSM, CSM, ITOM, and/or SPM.
Advanced development and configuration expertise (JavaScript, workflows, business rules, UI policies, integrations).
Experience with REST/SOAP/JSON-based integrations and automation.
Excellent written and verbal communication skills with strong customer focus.
Working knowledge of ITIL and Agile/Scrum methodologies.
Bachelor's degree in a technical field or equivalent experience.
Certifications (Required)
ServiceNow Certified System Administrator (CSA)
At least two (2) Certified Implementation Specialist (CIS) certifications (e.g., ITSM, CSM, ITOM, SPM, SAM, HAM, HRSD)
Certified Application Developer (CAD)
Desired / Bonus Experience
Experience with additional ServiceNow suites, including FSM, HRSD, ITAM, SecOps, and IRM/GRC.
Experience supporting pre-sales activities, demos, and proof-of-concepts.
Interest in contributing to practice development and capability expansion.
Benefits
Medical (PPO/HDHP), Dental, Vision
STD, LTD, Life & AD&D
FSA and HSA
PTO, Holidays, Sick Leave
401(k) with Employer Match
EAP and Discount Programs
About CRI Advantage
CRI Advantage has delivered innovative IT and business solutions for more than 30 years, serving public and private sector clients with a strong commitment to technical excellence and customer success.
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CRI Advantage
$130,000.00 - $155,000.00 / yr
sick time, 401(k)
Jan 25, 2026