ServiceNow Lead at Minneapolis, MN

Role: Technical Lead ServiceNow & Non ServiceNow AI Platforms

Location: Minneapolis, MN

Duration: 6 months

Role Summary

We are looking for a Client-Facing Technical Lead to drive digital transformation initiatives across ServiceNow and AI-driven ecosystems, with a strong emphasis on Agentic AI adoption and platform integration.

In this role, the person will act as a trusted advisor to clients, leading strategy, architecture, and implementation of AI-enabled service operations across complex enterprise environments. You will interface directly with client stakeholders, translating business needs into scalable, intelligent automation solutions.

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Key Responsibilities

Serve as the primary technical lead and client interface for delivering AI-enabled ServiceNow transformation programs.

Lead the design and deployment of Agentic AI use cases, aligning solutions to client-specific service towers and business outcomes.

Provide strategic oversight and delivery across multi-tower service operations, including ITSM, ITOM, and ITAM.

Architect and implement solutions within the ServiceNow platform ecosystem, including workflows, automation, and integrations.

Drive Adoption Of AI-powered Capabilities (Now Assist), Including

• Custom skill development and optimization of OOTB capabilities
• AI agent workflows and orchestration using AI Studio
• Establishment of AI governance, guardrails, and responsible AI practices

Lead AIOps strategy and execution, enhancing observability, predictive analytics, and automated remediation.

Collaborate with client stakeholders to define and implement AI Control Tower frameworks for governance and operational excellence.

Integrate ServiceNow with enterprise AI platforms and external ecosystems, enabling cross-platform automation and intelligence.

Provide thought leadership on Workflow Data Fabric to enable unified data-driven workflows across enterprise systems.

Establish and guide DevOps and CI/CD best practices, including ServiceNow release management and deployment pipelines.

Contribute to pre-sales, solution shaping, and client workshops, bringing innovation and domain-led insights.

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Required Qualifications

Strong experience in ServiceNow platform architecture and implementation, including:

• ITSM, ITOM (Event Management), ITAM
• CMDB, Discovery, and Service Mapping
• Workflow automation and platform extensibility

Proven track record in client-facing roles, leading enterprise-scale transformation programs.

Hands-on expertise in Now Assist and AI-driven ServiceNow capabilities.

Experience managing cross-functional delivery across multiple service towers.

Solid Understanding Of

• Workflow Data Fabric concepts
• CI/CD pipelines and DevOps methodologies

Strong stakeholder management, communication, and consulting skills.

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Preferred Qualifications

Experience in AIOps leadership and implementation.

Exposure to AI Control Tower frameworks and enterprise AI governance models.

Familiarity with ServiceNow playbooks and automation integrations (e.g., Ansible).

Experience With Modern AI Ecosystems And Multi-agent Frameworks, Including

• Lang Graph, Cursor AI, MCP
• Agent-to-Agent (A2A) protocols
• Integration of platforms such as AWS Bedrock with ServiceNow

Enterprise architecture certifications such as TOGAF.

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Key Competencies

Client-centric mindset with strong consulting and advisory capabilities

Strong leadership in complex, multi-vendor, and multi-platform environments

Excellent communication, presentation, and executive engagement skills

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Value Proposition (Client Impact)

Drive AI-led service transformation and operational efficiency

Enable intelligent automation at scale across enterprise IT landscapes

Improve service resilience, observability, and user experience

Accelerate time-to-value through integrated AI and ServiceNow solutions