ServiceNow Lead

at CTG in Fayetteville, Arkansas, United States

Job Description

ServiceNow Lead

United States

Information Technology

Aug 24, 2021Post Date

21203702Requisition #

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CTG is seeking a ServiceNow Lead/Project Manager to help with our ServiceNow environment.

Location: Remote with some amount of travel (Around ~25%)

Job Description:

Responsible for revenue generation for a specific solution or a set of services as designated by the Director (Service Now). Contributes to the acquisition and assignment of resources to deliver high-quality outcomes within their assigned area. Develops intellectual capital that aligns with market opportunity and CTG growth strategies. Enables new business and add-on sales through direct business development activities collaborating with CTG Sales and Marketing. Provides best practices through personal delivery of complex project tasks for CTG clients. Remains engaged in client engagements aligned with their designated solution in an oversight and quality control capacity.


  • Company – Driving Business and Generating Revenue
  • Understands and is able to articulate CTGs full portfolio of service and capabilities
  • Develops and manages client relationships to encourage client retention and generation of new business
  • Contributes to initiatives and activities that improve CTG visibility and image in the market place
  • Provide subject matter advice in the development of practice and company service capabilities
  • Acts as key contact point for Service Now opportunities
  • Remains current with the activities of relevant industry professional organizations
  • Supports the development of CTG capabilities, thought leadership, and intellectual property
  • Contribute to revenue growth through direct business development activities collaborating with CTG Sales and Marketing
  • Demonstrates sound economic management for assigned engagements
  • Contribute to the development and review of proposals, statement of works, and level of effort estimates
  • Customer – Improve Client Satisfaction, Protect and Grow the Base
  • Maintains relationships with top practitioners in their field
  • Understands the competitive market and CTGs basis of competition
  • Is recognized as a problem solver to sustain CTG successful presence with clients
  • Makes efforts to maintain favorable client satisfaction scores (CQA/EQA) for a specific solution or set of services as assigned; makes efforts to establish client references
  • Develop standards, procedures, and templates as appropriate to facilitate and ensure quality of delivery within solution/services area
  • Colleague – People Developer
  • Proactively manages own staffing and career to develop self and support CTG goals
  • Leads by example, proving a role model for team members
  • Works with team members to support professional development and goal setting
  • Regularly reviews progress with team members towards professional development and goals.
  • Provides coaching and mentoring as appropriate, and completes annual appraisals for those assigned
  • Contribute to the acquisition and assignment of resources to delivery high-quality outcomes within their assigned area
  • Effectively support the career development of CTG associates through mentoring, coaching, and direct management; ensures goal setting is established and monitored; completes formal performance appraisals for those associates assigned
  • Complies with CTG processes and methodologies and assures assigned staff achieve compliance
  • Develops and delivers learning, while promoting a learning environment within the team
  • Actively manages bench time for team members in Solution area on projects which add value to the practice line and CTG
  • Coordinate cross-training, sharing of lessons learned, and promotion of skills development for staff assigned to solution/services area
  • Makes valuable use of unassigned time if applicable to support business development and to further professional development
  • Demonstrates effective networking within CTG and effective use of CTG leadership for the benefit of the engagement team and client
  • Participates in regional and local associations relevant to CTG services
  • Participates in the development of thought leadership
  • Develops skills and knowledge in new solutions

Required Qualifications:

  • Bachelor’s degree or higher, or commensurate work experience
  • Project Management professional (PMP) or 5 years of experience as a project manager or application manager
  • ServiceNow Certification (ITSM, ITAM, CSI, etc)
  • Minimum 3 years of experience with Service Now in a project management or architect role with consulting experience leading large and complex projects
  • Minimum 2 year demonstrating success in business development activity and service / solution development
  • Experience in leading and mentoring teams
  • Experience in management, sales and marketing activities, including relationship building, planning, executing, and implementing strategies with key decision makers
  • Experience in IT business development, and interaction with client stakeholders
  • Competence in profitably leading large, concurrent consulting engagements
  • Competence in developing and managing to a strategic and financial plan
  • Strong verbal and written skills

Preferred Qualification:

  • ITIL Foundation certified

CTG is a leading provider of digital transformation solutions and services that accelerate clients’ project momentum and achievement of their desired IT and business outcomes. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. CTG has operations in North America, South America, Western Europe, and India. For more information, visit

Our culture is a direct result of the people who work at CTG, the values we hold, and the actions we take. In other words, our people are the culture. It’s a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. Part of our mission is to cultivate a workplace that attracts and develops the best people, reflected by our recognition as a Great Place to Work-certified company across many of our global operations.

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity and Affirmative Action Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. Our Affirmative Action program serves to promote occupational equality and diversity through good faith efforts. CTG is fully committed to promoting employment opportunities for members of protected classes.

Additional Information

  • Job Function: Project Management & Administration
  • Education Level: Bachelor’s Degree (±16 years)
  • Work Remote: Yes
  • Travel: Yes, 25 % of the Time
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Job Posting: JC190881446

Posted On: Aug 26, 2021

Updated On: Sep 26, 2021