ServiceNow Engagement Lead (FSM / ITAM / SecOps / HRSD)

Engagement Lead (ServiceNow – FSM / ITAM / HRSD / SecOps / SPM)

Location : Remote (U.S. Based)

Employment Type : Full-Time

Citizenship : U.S. Citizenship required

Overview

CRI Advantage is seeking an Engagement Lead (ServiceNow) with deep expertise in advanced ServiceNow product suites including Field Service Management (FSM), IT Asset Management (HAM / SAM / EAM), HR Service Delivery (HRSD), Security Operations (SecOps), and Strategic Portfolio Management (SPM).

This role serves as an Implementation and Development Team Lead, responsible for leading complex ServiceNow implementations, integrations, configurations, and custom application development across multiple enterprise workflows. The Engagement Lead will also deliver proofs of concept, functional demos, and support pre-sales and business development activities.

The ideal candidate is a strong technical leader with proven hands-on experience, exceptional communication skills, and a passion for architecting solutions that drive measurable business value.

Responsibilities

Work in collaboration with CRI's project managers, business analysts, and technical teams to :

Lead and coordinate technical development resources throughout all phases of ServiceNow projects.

Conduct requirement-gathering workshops and document functional and non-functional requirements / user stories.

Manage execution of user stories and maintain backlogs within sprints and epics.

Design and develop custom items, features, workflows, integrations, and automations.

Build and optimize dashboards, reports, widgets, and KPIs to support visibility and performance metrics.

Code in HTML, JavaScript, CSS, AngularJS, and related technologies.

Build unit / functional test specifications and oversee / assist customer acceptance testing.

Provide technical documentation and deliver end-user and admin training.

Support pre-sales activities including capability presentations, demos, and proof-of-concept builds.

Assess client requirements for alignment with ServiceNow suite capabilities and recommend optimal solutions.

Required Qualifications

8+ years of related ServiceNow implementation, development, or administration experience.

Proven leadership experience overseeing development resources and driving delivery efficiencies.

Hands-on implementation experience with multiple advanced ServiceNow product suites :

FSM, HRSD, ITAM (HAM / SAM / EAM), SecOps, or SPM.

Proficiency with JavaScript, HTML, CSS, AngularJS, and platform configuration / custom development.

Experience with third-party software integrations and APIs (REST, SOAP, JSON).

Understanding of ITIL processes and Agile / Scrum methodologies.

Excellent verbal and written communication skills with a strong customer-service mindset.

Bachelor's degree in a technical discipline (Computer Science, Information Systems, etc.) or equivalent experience.

Certifications ( Required )

Certified System Administrator (CSA)

At least TWO Certified Implementation Specialist (CIS) certifications , preferably in FSM, HRSD, HAM / SAM / EAM, SecOps, or SPM.

Certified Application Developer (CAD)

Desired Experience

Experience across additional ServiceNow products (ITSM, ITOM, CSM, Workplace, GRC / IRM).

Experience supporting pre-sales cycles, demos, or POC development.

Work Environment & Physical Demands

Sedentary work primarily involving computer operations.

Regular, predictable attendance.

Moderate office noise (computers, phones, light activity).

Benefits

CRI Advantage provides flexible benefit packages, including :

Medical (PPO and HDHP), Dental, and Vision

STD, LTD, Life & AD&D

FSA and HSA options

PTO, Paid Holidays, Sick Leave (where applicable)

401(k) with employer match

Employee Assistance Program (EAP)

Discount Rewards Program

• Bonusly (Recognition Platform)

About CRI Advantage

CRI Advantage has delivered innovative IT and business solutions to the public and private sector for over 30 years. Our teams combine deep technical expertise with a relentless focus on customer success to drive meaningful business outcomes.