ServiceNow Technical Lead

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Position Description:

Do you want to take your career to the next level? Are you ready for the responsibility of working with high-profile clients? CGI is looking for a talented, driven, and experienced and technically proficient ServiceNow Technical Lead with a passion for solving business problems to join our CGI team!

This position is located at our client site in Salt Lake City, UT; however, a hybrid working model is acceptable. You will be expected to be onsite 3 to 4 days/week.

You will oversee and manage ServiceNow projects and operations for our esteemed client. This role requires a dynamic individual who can serve as the key bridge between the onshore client team and the offshore delivery team. With a strong focus on Configuration Management Database (CMDB) management, ServiceNow projects, and upgrade activities, the ideal candidate will bring both technical expertise and exceptional leadership capabilities.

At CGI, you will solve challenging business and technical problems serving local, enterprise clients. Youll be part of a team of smart, dedicated people like yourself and make an impact with both internal and client stakeholders. You also can work on cutting edge technologies and cloud native development. Tired of the same old thing? Take your talents to a world class IT Digital Transformation organization that inspires personal and professional growth and values your ideas.

Your future duties and responsibilities:

How you'll make an impact

Key Responsibilities:

1. Leadership and Coordination:

o Act as the primary point of contact for the onshore client team.
o Coordinate and collaborate effectively with offshore delivery teams to ensure seamless project execution.
o Provide thought leadership and strategic guidance to the client on ServiceNow best practices and solutions.

2. Technical Expertise:

o Design, develop, and implement solutions on the ServiceNow platform, with a specific focus on Configuration Management Database (CMDB) and related modules.
o Lead efforts to configure, maintain, and optimize the CMDB, ensuring data accuracy, completeness, and compliance with governance standards.
o Guide and perform ServiceNow upgrades, including testing, validation, and deployment of new platform releases.
o Collaborate with teams to develop workflows, automation, and integrations tailored to client requirements.

3. CMDB and Discovery:

o Oversee and manage Discovery and Service Mapping activities to maintain accurate and up-to-date CI data.
o Define and implement reconciliation rules, CI classes, and data models to align with business needs.
o Troubleshoot and resolve CMDB issues, ensuring alignment with ITIL standards.

4. Project Management:

o Lead ServiceNow implementation and enhancement projects, ensuring timely delivery and adherence to quality standards.
o Prepare and present project updates, roadmaps, and status reports to client stakeholders.
o Manage risk, dependencies, and issues while proactively identifying opportunities for improvement.

5. Stakeholder Management:

o Build and maintain strong relationships with client stakeholders, understanding their needs and translating them into actionable deliverables.
o Provide training, knowledge transfer, and guidance to client and offshore teams on ServiceNow best practices.

6. Governance and Compliance:

o Establish and enforce governance frameworks for CMDB and platform usage.
o Ensure adherence to security, compliance, and regulatory standards

Required qualifications to be successful in this role:

What you'll bring

Key Qualifications:

9+ years of experience in ServiceNow development, implementation, and administration

Proven track record in managing CMDB, Discovery, and Service Mapping activities

Significant experience in ServiceNow upgrade activities and platform maintenance

Education: Bachelors degree in computer science, Information Technology, or a related field.

Technical Skills:

Proficiency in scripting languages (JavaScript, Glide scripting)

Expertise in ServiceNow modules: CMDB, ITSM, ITOM (Discovery, Service Mapping)

Knowledge of integration methods (REST/SOAP APIs, MID Server configurations)

Familiarity with ServiceNow reporting and dashboard creation

Leadership Skills:

Experience in leading teams across onshore and offshore locations

Strong communication, stakeholder management, and presentation skills


Preferred Qualifications:

ServiceNow certifications: Certified System Administrator (CSA), Certified Implementation Specialist (CIS) in CMDB, ITOM, or other relevant areas


Desired qualifications/non-essential skills:
Automation Technologies (Ansible, Chef, TrueSight, RunDeck, Digital.ai)

Monitoring and Logging Technologies (Nimsoft, SPLUNK, AppDynamics)

Certificate Management, Provisioning and Governance

DevOps principles (ADO, Kanban, Git)

Knowledge and/or experience of any scripting language like Bash, Perl, Python, Ruby, or similar

Additional tools such as SoapUI, Postman, and Advanced Rest Client




CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $78,400 - $137,100."

At CGI we call our professionals members to reinforce that all who join our team are, as owners, empowered to participate in the challenges and rewards that come from building a world-class company.

CGIs benefits include:
Competitive base salaries
Eligibility to participate in an attractive Share Purchase Plan (SPP) in which the company matches dollar-for-dollar contributions made by eligible employees, up to a maximum, for their job category
401(k) Plan and Profit Participation for eligible members
Generous holidays, vacation, and sick leave plans
Comprehensive insurance plans that include, among other benefits, medical, dental, vision, life, disability, out-of-county emergency coverage in all countries of employment;
Back-up child care, Pet insurance, a Member Assistance Program, a 529 college savings program, a personal financial management tool, lifestyle management programs and more

#LI-RS2

Skills:

• RESTful (Rest-APIs)
• Server Setup/Config
• ServiceNow CMDB
• ServiceNow IT Service Mngt
• SOAP

What you can expect from us:

Together, as owners, lets turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, youll reach your full potential because


You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our teamone of the largest IT and business consulting services firms in the world.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com . You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.

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All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGIs legal duty to furnish information.