Job Description

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Jobs Description

We are seeking an experienced ServiceNow ITSM & IAM Project Lead to oversee the design, implementation, and validation of ServiceNow and Identity & Access Management (IAM) solutions for the State of Missouri. The ideal candidate will possess a strong technical background in ServiceNow ITSM and CSDM frameworks, enterprise IAM/IGA integrations, and Microsoft ecosystem technologies, along with proven experience managing complex public-sector projects.

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Responsibilities

Responsibilities: + Lead and manage end-to-end ServiceNow implementation projects.
+ Apply ITIL 4 and ITSM best practices across ServiceNow modules.
+ Implement and align configurations with ServiceNow CSDM 4.0+ framework.
+ Lead configuration and customization of key ServiceNow modules, including CMDB; Incident, Problem, and Major Incident Management; and Change and Request Management.
+ Ensure compliance with organizational and CSDM framework standards.
+ Architect, configure, and deploy IAM/IGA solutions at an enterprise scale.
+ Design and implement Role-Based Access Control (RBAC).
+ Integrate IAM/IGA platforms with ServiceNow, Active Directory, and Microsoft 365.
+ Strong working knowledge of Microsoft 365 and Active Directory administration and integration.
+ Support data and user access flows between Microsoft services and ServiceNow.
+ Familiarity with State of Missouri's Cherwell ticketing system or similar state ITSM environments.
+ Project Oversight and Vendor Management.
+ Perform Technical Design and Configuration Reviews to ensure ServiceNow modules and workflows align with the CSDM and business requirements.
+ Validate all integrations (ServiceNow, Active Directory, M365) for data integrity and flow accuracy.
+ Develop and assess comprehensive training plans and materials tailored to the State's implementation.
+ Deliver an Operational Readiness Report with complete documentation, including architecture diagrams and design specs.
+ Complete and verify a Go-Live Readiness Checklist ensuring all prerequisites for production deployment are met.
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Qualifications

Required Experience: + 5+ years of IT experience
+ 2+ years of experience in ServiceNow and ITSM
+ 2+ years of experience in IAM/IGA and integrations
+ 2+ years of experience in Microsoft 365/Active Directory
+ Experience demonstrating strong understanding of ITIL 4 and CSDM 4.0+ frameworks
+ Experience demonstrating excellent communication, leadership, and documentation skills

Preferred Experience: + Experience working with state or public-sector IT systems

Required Education: + Bachelor's degree in Computer Science, Information Technology, or related field.

Preferred Certifications: + ServiceNow Certified System Administrator (CSA) or Implementation Specialist
+ ITIL 4 Foundation Certification
+ Microsoft Certified: Identity and Access Administrator Associate
+ Project Management Professional (PMP) or equivalent