ServiceNow Functional Lead

Job Title: ServiceNow Functional Lead

Location: Remote

Duration: Long Term Contract

Technical Skills: Years/Level of Experience

ServiceNow Customer Service Management (CSM)           (3-5 yrs experience)

Business Analysis                                                                 (3-5 yrs experience)

Role Description: 

Serve as the Functional Lead and Scrum Master for a dedicated scrum team, translating business requirements into actionable user stories and acceptance criteria across CSM capabilities. Partner closely with architects to shape solution design, facilitate stakeholder alignment through workshops and demos, and guide end users through training to drive adoption and measurable outcomes. Ensure delivery excellence through strong agile leadership, RAID management, and release readiness planning.

• ServiceNow CSM functional expertise including Case Management, Agent Workspace, Customer/Account data model, Playbooks, and Process Optimization.
• Agile/Scrum leadership: conduct ceremonies, plan sprints, manage backlog, and remove impediments.
• Business analysis: facilitate workshops; write clear, testable user stories and acceptance criteria.
• Stakeholder communication: lead demos, facilitate training, and manage RAID with transparency.
• Solution validation: collaborate with architects on OOB vs custom decisions and nonfunctional requirements.
• Metricsdriven delivery: utilize velocity, burndown/burnup, cycle time, and WIP to improve outcomes; plan UAT and ensure release readiness.

Responsibilities:

• Own the CSM functional backlog: define epics/stories, acceptance criteria, and maintain traceability.
• Facilitate scrum ceremonies: standups, planning, refinement, reviews/demos, retros; uphold DoR/DoD.
• Run stakeholder workshops: capture/validate requirements; produce clear process maps and functional specs.
• Partner with architects: confirm solution design (OOB vs. customization), guardrails, and nonfunctional requirements.
• Drive UAT and release readiness: author test scenarios, coordinate defect triage, ensure documentation and KT.
• Monitor agile metrics: velocity, burndown/burnup, cycle time, WIP; take actions to improve delivery.
• Manage RAID: proactively surface risks/dependencies, own mitigations, and maintain transparent updates.
• Provide servant leadership: remove impediments, coach teams, and maintain clear stakeholder communication.

Education Level : Bachelor's Degree

Special Requirements  

Work Authorization:  s

Clearance Required: Public Trust Full Clearance