Engagement Lead (ServiceNow – ITSM / CSM / ITOM / SPM) – Now Advantage

Location: Remote (U.S.-Based) Employment Type: Full-Time Citizenship: U.S. Citizenship Required

Overview

CRI Advantage is seeking an experienced ServiceNow Engagement Lead to support our growing ServiceNow practice, delivering solutions across ITSM, CSM, ITOM, and SPM.

This role is highly client-facing and requires a strong technical leader who can guide solution design, lead stakeholder discussions, and drive successful delivery across complex implementations.

As a three-year ServiceNow Partner, CRI continues to expand its footprint by delivering high-quality, scalable solutions across public and private sector clients.

Responsibilities

• Lead technical delivery across ServiceNow implementations
• Facilitate client-facing workshops, solution discussions, and design sessions
• Partner with project managers, business analysts, and stakeholders
• Guide development teams through Agile delivery (sprints, backlog, releases)
• Design and configure workflows, automation, dashboards, and integrations
• Support pre-sales efforts including demos and proof-of-concepts
• Deliver training and documentation to clients
• Ensure alignment with platform best practices and business objectives

Required Qualifications

• 8+ years of ServiceNow implementation, development, or administration experience
• Demonstrated experience leading technical teams and engagements
• Hands-on experience with ITSM, CSM, ITOM, and/or SPM
• Strong ServiceNow development/configuration experience (JavaScript, workflows, UI policies, integrations)
• Experience with REST, SOAP, and JSON integrations
• Strong understanding of ITIL and Agile/Scrum

Certifications (Required - Must Be Active)

• ServiceNow Certified System Administrator (CSA)
• At least one (1) Certified Implementation Specialist (CIS) certification
• Certified Application Developer (CAD)

Candidates must have active certifications to be considered.

Communication Requirement

• Must be able to clearly and confidently lead client-facing meetings, workshops, and presentations in English

Preferred Experience

• Experience with FSM, HRSD, ITAM, SecOps, or IRM/GRC
• Experience supporting pre-sales, demos, and solutioning

Benefits

• Medical (PPO/HDHP), Dental, Vision
• STD, LTD, Life & AD&D
• FSA and HSA options
• PTO, Holidays, Sick Leave
• 401(k) with Employer Match
• Employee Assistance Program (EAP) and discount programs

About CRI Advantage

CRI Advantage has delivered innovative IT and business solutions for over 30 years, serving public and private sector clients. As a three-year ServiceNow Partner, we continue to grow our ServiceNow practice and invest in top-tier talent to deliver impactful, scalable solutions.