Job Description

Role: ServiceNow Developer Lead

Location: Salt Lake City, Utah

Skills: IT Service Management, RESTful (Rest-APIs), ServiceNow, ServiceNow IT Service Mngt, SOAP

About the Role:

Rockwoods is seeking an experienced ServiceNow Developer Lead to join our client’s team in Salt Lake City, UT . We’re looking for a driven professional who excels at solving business and technical challenges, leading global teams, and delivering high-quality ServiceNow solutions.

This role requires close collaboration between the onshore client team . The ideal candidate will have deep technical expertise in CMDB management, ServiceNow platform upgrades, and project execution , along with strong leadership and communication skills.

You’ll work in a collaborative, growth-oriented environment—partnering with enterprise clients, contributing to impactful projects, and engaging with cutting-edge cloud and ServiceNow technologies.

Key Responsibilities

1. Leadership & Coordination

• Serve as the primary onshore point of contact for the client.
• Coordinate effectively with the offshore delivery team to ensure seamless execution.
• Provide strategic direction and thought leadership on ServiceNow best practices.

2. Technical Expertise

• Design, develop, and implement ServiceNow solutions—focusing on CMDB and related modules.
• Configure, maintain, and optimize the CMDB to ensure accuracy and compliance.
• Lead ServiceNow upgrade activities, including testing, validation, and deployment.
• Develop custom workflows, automation, and integrations based on business needs.

3. CMDB & Discovery

• Oversee Discovery and Service Mapping to maintain accurate CI data.
• Define reconciliation rules, CI classes, and data models aligned to business processes.
• Troubleshoot CMDB issues in adherence to ITIL and governance standards.

4. Project Management

• Lead ServiceNow implementation and enhancement projects.
• Prepare and present project updates, roadmaps, and status reports to stakeholders.
• Identify and manage project risks, dependencies, and improvement opportunities.

5. Stakeholder Management

• Build and sustain strong relationships with client stakeholders.
• Translate business requirements into actionable technical deliverables.
• Provide guidance, training, and knowledge transfer to both onshore and offshore teams.

6. Governance & Compliance

• Establish and maintain governance frameworks for CMDB and ServiceNow usage.
• Ensure compliance with organizational, security, and regulatory standards.

Required Qualifications

Experience

• 8+ years of hands-on experience in ServiceNow development, implementation, and administration .
• Proven experience managing CMDB, Discovery, and Service Mapping .
• Strong background in ServiceNow upgrades and platform maintenance.

Technical Skills

• Proficiency in JavaScript and Glide scripting .
• Expertise in CMDB, ITSM, and ITOM (Discovery, Service Mapping) modules.
• Experience with REST/SOAP APIs , MID Server configurations , and integrations.
• Skilled in creating ServiceNow reports and dashboards .

Leadership Skills

• Experience managing onshore and offshore teams .
• Excellent communication, presentation, and stakeholder management abilities.

Preferred Qualifications

• ServiceNow Certifications:
• Certified System Administrator (CSA)
• Certified Implementation Specialist (CIS) – CMDB, ITOM, or related modules
• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field

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