ServiceNow Development Team Lead ITOM/ITAM

• 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

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

• The quality of work is more important than when or where it gets done. On Fridays starting at noon local time there are: no meetings and no messages so you are free to use the afternoon for what you need. Email cleanup, a trip to the zoo with the kids, it's up to you!

• Flexible remote work options
• Additional PTO day for mental health
• Competitive paid time off
• Half-day Fridays

• Your time is valuable, both at work and away from it. We look ahead and support you in your professional goals. While also offering family-friendly benefits.

• Paid maternity and paternity leave for biological birth and adoption
• Newborn, adoption and fertility assistance
• Competitive training & development programs
• Extended Healthcare Plan
• Group RRSP 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.

• The anticipated compensation range for this position is $160,000-180,000 CAD annually. Many factors are taken into consideration when determining the compensation rate for a potential new employee including years of experience, training and education, geographic location, and other factors

Crossfuze