Engagement Lead (ServiceNow – FSM / CSM / Delivery Focus) – CI
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.