ServiceNow Development Team Lead

Summary

Join our ServiceNow Development Team Lead and build a strong technical team, collaborating with clients to understand their needs and design effective ServiceNow solutions. This fully remote position (US-based candidates only) requires leading the team using Agile Scrum, mentoring junior members, and overseeing implementation. Responsibilities include code reviews, ensuring quality standards, managing releases, and advising clients on platform best practices. You will also conduct technical training and continuously enhance your ServiceNow skills. This role demands strong communication, collaboration, and problem-solving abilities, along with a deep understanding of ServiceNow and ITIL methodologies.

Requirements

• 4+ years of experience implementing, configuring, and developing ServiceNow modules and applications
• Bachelor’s degree in computer science or similar technical degree (or equivalent job experience)
• Minimum of 3 years of experience with common web technologies and networking (e.g. XML, HTML, JavaScript, AJAX, CSS, HTTP, TCP/IP, Integration Technologies, etc.)
• Excellent communication skills and strong commitment to quality service
• Ability to work both independently and collaboratively within a team
• Ability to work remotely and manage remote resources effectively
• Ability to collaborate effectively with team members of diverse backgrounds, communication styles, and technical expertise levels
• Ability to understand and implement complex end-user requirements
• Ability to effectively organize work across multiple initiatives
• Strong understanding of ITIL methodologies
• General knowledge of IT infrastructure, systems design and CSDM
• Working experience with IT Service Management and CMDB processes
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Implementation Specialist certification in two or more application areas

Responsibilities

• Lead the team using Agile Scrum methodology, including facilitating daily standups, sprint planning sessions, and sprint retrospectives
• Build and maintain a strong team spanning multiple geographies and time zones
• Recognize obstacles impacting team efficiency, monitor performance KPIs, and collaborate with stakeholders to resolve issues or escalate when necessary
• Provide mentorship and development guidance to junior team members and less experienced consultants
• For Extend type projects, collaborate directly with clients to deliver continuous value through regular cadence meetings, joint backlog grooming, and story development
• Review user stories for technical validity and provide design guidance before development begins
• Coordinate and distribute work assignments effectively across team members
• Perform code reviews, ensuring all developed functionality meets functional and technical standards and follows best practices
• Perform hands-on ServiceNow development, including system configuration, integrations, and custom application coding when required
• Ensure all developed work goes through a formal QA process including peer review, test scripts, and test results related to each story
• Conduct sprint reviews and solution demonstrations for clients
• Oversee the creation and maintenance of technical documentation, ensuring the team adheres to quality standards
• Manage the release process, including preparing update sets, documenting detailed release steps, and guiding the team to ensure smooth promotion to production
• Oversee defects management, including root cause analysis, coordinating defect fixes, and implementing continuous quality improvements
• Advise clients on platform health best practices, including assistance with upgrades, patching, and release management
• Analyze problems and recommend remediation solutions
• Conduct technical training and knowledge transfer sessions
• Continuously enhance ServiceNow skills by staying current on new releases and features
• Build ServiceNow expertise by obtaining new micro and main line certifications as required by Crossfuze
• Maintain 75% billable utilization target
• Perform other duties as assigned and requested

Preferred Qualifications

ServiceNow CAD certification is desired and required within three months of employment

Benefits

• Flexible remote work options
• Additional PTO day for mental health
• Competitive paid time off
• Half-day Fridays
• Paid maternity and paternity leave for biological birth and adoption
• Newborn, adoption and fertility assistance
• Competitive training & development programs
• Healthcare Plan
• 401(k) with employer match
• 10 days toward bereavement leave
• Crossfuze believes in promoting mindfulness, relaxation, and wellness. We offer a premium subscription to the Calm app for every employee as well as 5 additional people of the employees’ choice