ServiceNow Team Lead

Location:

KeyBank is seeking a dynamic and experienced Enterprise Technology Senior Team Lead to manage our ServiceNow Delivery “Core” development team. This team is responsible for delivering and maintaining solutions across ITSM (Incident, Change, Problem, Knowledge), IT Asset Management (ITAM), HR Onboarding, and the Now Virtual Agent applications.

What You’ll Do:

• Lead a team of 5–7 ServiceNow developers and a business analyst in designing, enhancing, and supporting ServiceNow modules.
• Collaborate with process owners and stakeholders to align solutions with business needs.
• Drive Agile/Lean delivery practices and manage timelines, risks, and stakeholder expectations.
• Attract, mentor, and retain top talent while fostering a culture of continuous improvement.
• Manage vendor relationships and contribute to strategic planning and budgeting.

Required Qualifications:

• 3–5 years of experience in enterprise technology environments, with 1–2 years in a leadership or senior technical role.
• Experience working with cross-functional teams and delivering enterprise-scale technology solutions.
• Strong understanding of Agile/Lean methodologies and DevOps practices.
• Demonstrated ability to manage delivery timelines, stakeholder expectations, and operational risk.
• Experience mentoring junior staff and promoting a culture of continuous learning and improvement.
• Solid understanding of enterprise infrastructure platforms, systems integration, and service delivery.
• Excellent verbal and written communication skills, with the ability to engage technical and non-technical stakeholders.
• Experience with stakeholder engagement, conflict resolution, and organizational change management.
• Basic familiarity with the ServiceNow platform and its core functionality.

Preferred Qualifications:

• Bachelor’s degree in Computer Science, Information Systems, or a related field.
• Hands-on experience with ServiceNow development, including scripting, workflow configuration, and platform administration.
• Proficiency in automation, scripting languages, and system architecture design.
• Working knowledge of ITIL practices, especially in Incident, Change, Knowledge, and Configuration Management.
• Relevant certifications such as:
  • ServiceNow Certified System Administrator (CSA)
  • ServiceNow Certified Application Developer (CAD)
  • ITIL Foundation or higher
  • Other ServiceNow specialty certifications (e.g., ITSM, HRSD, ITAM)

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $85,000 to $120,000 annually depending on location and job-related factors such as level of experience. Compensation for this role also includes eligibility for short-term incentive compensation and deferred incentive compensation subject to individual and company performance.

Please click here for a list of benefits for which this position is eligible.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.