Engagement Lead

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

CRI Advantage is looking for an Engagement Lead (ServiceNow) to join our rapidly growing ServiceNow practice.

The Engagement Lead will perform as an Implementation and Development Team Lead, responsible for leading ServiceNow implementations, integrations, configurations, and custom application development. This position will also provide ServiceNow proofs of concept, product functional demos, and support pre-sales and business development activities.

This role requires strong technical acumen, leadership experience, and client-facing communication skills. The ideal candidate thrives in an agile, fast-paced environment and has a passion for delivering exceptional ServiceNow solutions that drive business value.

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

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

  
  
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  Conduct requirement gathering workshops with customers and document project functional and non-functional requirements and/or User Stories.

  
  
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  Manage execution of User Stories and maintain backlog within Sprints and Epics.

  
  
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  Design and develop custom items, features, and workflows to meet client business needs.

  
  
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  Develop queries, widgets, reports, and dashboards to enhance visibility and performance metrics.

  
  
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  Code in HTML, JavaScript, CSS, AngularJS, and other relevant languages and tools to deliver application functionality.

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

  
  
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  Develop and deliver customer training and technical documentation.

  
  
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  Collaborate with CRI's Sales and Delivery teams to develop accounts, present ServiceNow capabilities, and support business development opportunities.

  
  
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  Assess client needs for alignment with ServiceNow products and recommend optimal solutions.

  
  

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

  
  
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  Proven leadership experience managing development resources and driving delivery efficiencies.

  
  
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  Hands-on experience developing and implementing ServiceNow core product suites: ITSM, CSM, SPM, and ITOM.

  
  
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  Proficiency with HTML, JavaScript, CSS, AngularJS, and ServiceNow customization.

  
  
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  Experience integrating third-party software and APIs (SOAP, REST, JSON, Bootstrap).

  
  
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  Understanding of ITIL processes and Agile/Scrum development principles.

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

  
  
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  Bachelor's degree in a technical discipline (Computer Science, Information Systems, or related field) or equivalent combination of education and experience.

  
  

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  ServiceNow Certified System Administrator (CSA)

  
  
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  At least one Certified Implementation Specialist (CIS) certification (ITSM, CSM, ITOM, SPM, SAM, HAM, HRSD, etc.)

  
  
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  Certified Application Developer (CAD)

  
  

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  Experience with additional ServiceNow suites such as FSM, ITAM, HRSD, SecOps, or GRC/IRM.

  
  
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  Experience with pre-sales, demos, or ServiceNow proof of concept development.

  
  

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  Sedentary work that primarily involves sitting and operating a computer.

  
  
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  Regular, predictable attendance is required.

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

  
  

CRI Advantage provides flexible benefit packages to fit employee and family needs. Benefits are effective on the first day of employment and may include:

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  Medical (PPO and HDHP plans), Dental, and Vision coverage

  
  
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  Short-Term and Long-Term Disability, Life and AD&D insurance

  
  
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  Access to Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)

  
  
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  Paid Time Off (PTO) accruals, Paid Holidays, and Sick Leave (where applicable)

  
  
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  401(k) with employer match

  
  
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  Employee Assistance Program (EAP)

  
  
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  Discount Rewards Program

  
  

CRI Advantage has been delivering innovative IT and business solutions to public and private sector clients for over 30 years. Our teams combine deep technical expertise with a focus on customer success to drive measurable business outcomes.