Location: Remote (U.S.-Based) Employment Type: Full-Time Citizenship: U.S. Citizenship Required Overview CRI Advantage is seeking an experienced ServiceNow Engagement Lead to support our growing ServiceNow practice, delivering solutions across ITSM, CSM, ITOM, and SPM. This role is highly client-facing and requires a strong technical leader who can guide solution design, lead stakeholder discussions, and drive successful delivery across complex implementations. As a three-year ServiceNow Partner, CRI continues to expand its footprint by delivering high-quality, scalable solutions across public and private sector clients. Responsibilities - Lead technical delivery across ServiceNow implementations - Facilitate client-facing workshops, solution discussions, and design sessions - Partner with project managers, business analysts, and stakeholders - Guide development teams through Agile delivery (sprints, backlog, releases) - Design and configure workflows, automation, dashboards, and integrations - Support pre-sales efforts including demos and proof-of-concepts - Deliver training and documentation to clients - Ensure alignment with platform best practices and business objectives Required Qualifications - 8+ years of ServiceNow implementation, development, or administration experience - Demonstrated experience leading technical teams and engagements - Hands-on experience with ITSM, CSM, ITOM, and/or SPM - 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. Communication Requirement - Must be able to clearly and confidently lead client-facing meetings, workshops, and presentations in English Preferred Experience - Experience with FSM, HRSD, ITAM, SecOps, or IRM/GRC - Experience supporting pre-sales, demos, and solutioning 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, serving public and private sector clients. As a three-year ServiceNow Partner, we continue to grow our ServiceNow practice and invest in top-tier talent to deliver impactful, scalable solutions.

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.

• The ServiceNow Manager manages the daily operation and delivery of the ServiceNow platform and services across the organization, with a strong focus on execution, service quality, and user experience. • This role ensures the effective use and ongoing support of the ServiceNow platform, manages service delivery processes, and provides direct oversight of incident, request, change, and asset management activities. • The ServiceNow Manager supervises and develops team members, ensures timely resolution of issues and requests, and creates and maintains processes that align IT services with business needs. • This role monitors service performance and drives continuous improvement efforts to enhance efficiency and customer satisfaction.

• Lead ServiceNow initiatives with a primary focus on IT Service Management (ITSM), including Incident, Problem, Request, and Knowledge Management workflows. • Engage with help desk agents, support teams, and business stakeholders to gather functional requirements and translate them into scalable ServiceNow solutions. • Design, develop, and enhance ServiceNow applications that improve the end‑user support experience, streamline triage processes, and strengthen organizational knowledge practices. • Analyze current-state Service Desk operations to identify gaps, recurring issues, and areas for improvement; define future‑state support processes that align with ITIL best practices. • Maintain continuous engagement with help desk teams and ServiceNow users to ensure solutions are intuitive, efficient, and well‑adopted. • Collaborate closely with technical teams to configure ITSM modules, build knowledge articles, optimize search, and enhance request catalog items. • Stay current on ServiceNow ITSM, Knowledge Management, and automation capabilities to recommend innovative enhancements that improve Service Desk efficiency. • Conduct system assessments and provide expert recommendations to streamline existing ServiceNow implementations, with emphasis on ticket routing, SLA management, and self‑service. • Develop functional work products such as process flows, knowledge governance plans, user guides, communication materials, and operational documentation. • Support user acceptance testing, knowledge base audits, and training efforts to ensure successful rollout of new features and updates. • Create technical and functional documentation for ServiceNow workflows, configuration changes, and knowledge management processes.