Engagement Lead (ServiceNow – FSM / CSM / Delivery Focus) – C&I

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

Overview

CRI Advantage is seeking a ServiceNow Engagement Lead to support delivery across our ServiceNow practice, with a focus on hands-on implementation and platform expertise, particularly within FSM and CSM.

This role is delivery-focused, requiring a strong technical lead who can build, configure, and deliver scalable ServiceNow solutions while guiding development teams through execution.

As a three-year ServiceNow Partner, CRI continues to expand its capabilities across multiple ServiceNow modules and client environments.

Responsibilities

• Lead hands-on implementation and configuration of ServiceNow solutions
• Develop workflows, automation, dashboards, and integrations
• Guide development teams through Agile delivery cycles
• Participate in requirements gathering and solution design
• Build and maintain ServiceNow applications and platform configurations
• Perform testing (unit, system, UAT) and support deployment
• Collaborate with cross-functional teams to ensure successful delivery
• Support documentation, training, and continuous improvement

Required Qualifications

• 8+ years of ServiceNow implementation, development, or administration experience
• Experience leading development teams and delivery efforts
• Hands-on experience with FSM and/or CSM modules
• 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.

Preferred Experience

• Experience with ITSM, ITOM, SPM
• Experience with additional modules (ITAM, HRSD, SecOps, IRM/GRC)

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, supporting public and private sector clients. As a three-year ServiceNow Partner, we are committed to expanding our ServiceNow practice and delivering high-quality solutions across multiple domains.