Role Overview
The ServiceNow Program Oversight Lead serves as the client’s independent authority and “Voice of the Customer” throughout the enterprise ServiceNow CSM and SPM deployments. While a third-party implementation partner is responsible for delivery, this role provides governance, validation, and program oversight to ensure the implementation aligns with business objectives, adheres to ServiceNow leading practices, and avoids unnecessary customization or technical debt. This role is not responsible for hands-on configuration. The focus is on protecting the integrity of the platform, enforcing quality, and ensuring the program delivers as intended. ServiceNow CSM and SPM deployment experience is a must!
Key Responsibilities
- Review and validate all Technical Design Documents (TDD) and Functional Requirements (FRD).
- Enforce Out-of-the-Box (OOB) utilization, ensure alignment to CSDM, and maintain overall platform integrity and development standards.
- Act as the primary liaison between business stakeholders and the implementation partner (e.g., HCLTech).
- Identify and escalate risks, challenge architectural decisions, and ensure accountability across delivery.
- Establish and enforce milestone checkpoints. Validate “definition of done” and ensure all deliverables meet business requirements before acceptance.
- Guide UAT strategy, test scenarios, and acceptance criteria.
- Act as an independent arbiter on defects (bug vs. enhancement) and ensure readiness for go-live.
- Advise on platform roadmap and future phases (e.g., ITOM, HRSD).
- Ensure current implementation supports long-term scalability and prepare the organization for adoption and transition
- Bachelor’s degree in computer science or related fields with 5+ years’ experience as a Data Engineer.
- 8+ years in the ServiceNow ecosystem, including 3+ years in a Lead Architect, Governance, or Strategic Advisory role
- Proven track record overseeing 2–3+ large-scale, full-lifecycle ServiceNow implementations (e.g., ITSM, SPM/ITBM, HRSD)
- Strong understanding of ServiceNow best practices, including OOB utilization, CSDM alignment, and scalable platform design
- Ability to clearly communicate complex technical concepts to both executive stakeholders and technical teams
- Experience working alongside and challenging large system integrators (e.g., HCLTech)
Preferred Qualifications
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Implementation Specialist (CIS)
- Certified Technical Architect (CTA) or Certified Management Architect (CMA) (strong plus)
- High emotional intelligence and strong stakeholder management
- Ability to navigate conflict and drive alignment across teams
- Maintains a partner-agnostic, objective perspective while holding delivery teams accountable
Locations: REMOTE
About Techstra Solutions
Techstra Solutions is a certified woman-owned (WBENC) management consulting firm specializing in strategy, technology, and implementation services for large organizations undergoing digital and talent transformation. Our experienced team partners with clients to co-create innovative solutions in applications, data, AI, and automation that accelerate measurable, sustainable change. From advisory consulting through technical execution, we are dedicated to driving world-class business solutions that fit your strategic requirements and deliver results. For more information: www.techstrasolutions.com
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What We Do
Techstra Solutions is a certified woman-owned consulting firm that provides strategy, technology and implementation support to large organizations undergoing digital and talent transformation. The rapid pace of technology innovation required to remain competitive, juxtaposed with the slow rate of change in many organizations, causes most to struggle. To be successful companies must drive new ways of working including the use of technology/analytics and new skillsets (hard/soft) deep into their culture so that they are able to rapidly and continuously react to change. They must also apply new approaches that empower their employees, ensuring its sustainability. At Techstra Solutions we focus on four key areas, otherwise known as the 4 A’s: Automation (Robotic Process Automation (RPA)/Intelligent Automation), Analytics (Reporting/Analytics/AI/ML), Application Modernization (Cloud, Mobility, etc), and Agile-based solutions (DevOps).
