ServiceNow ITSM Advanced + HAM Pro Implementation Lead (CIS-ITSM & CIS-HAM certified)

ServiceNow ITSM Advanced + HAM Pro Implementation Lead for a greenfield deployment. New prod + dev instances provision July 31, 2026. Licensing already purchased: ITSM Advanced (30 fulfillers), HAM Advanced, SAM Advanced, Business Stakeholder, DEX. Go-live target: late October / early November 2026. We stay close to out-of-box; an internal project owner makes decisions quickly and supplies all foundation data. SCOPE OF WORK ITSM: Incident, Problem, Change, Major Incident, Request Management (OOB-based); 20 catalog items (up to 20 questions, 2 approval levels, 2-5 fulfillment tasks each); Employee Center; Service Operations Workspace; Knowledge Management; SLAs, assignment groups, notifications; Advanced Work Assignment; Now Mobile + Agent App. REQUEST AND APPROVAL WORKFLOWS (core to this project): hardware request approvals; software request catalog with approvals and license availability check (we own SAM Advanced); software and hardware purchasing/procurement workflows; permissions and access request approvals (tied to Entra/AD groups where applicable). Multi-level approval chains with full audit trail. AI ENABLEMENT (we are licensed for all of this and expect it configured, not just activated): Now Assist for ITSM skills configured individually with acceptance criteria; Virtual Agent with ITSM content pack + MS Teams bot; Moveworks for ITSM incl. Knowledge Search KB indexing; Predictive Intelligence configured at go-live with a documented training/tuning session at 60-90 days post go-live; Now Assist for CMDB. HAM: Full hardware lifecycle - new hardware request, procurement, receive/store/transfer, stockrooms + stock rules, IMAC, loaner, lost/stolen, refresh (bulk + individual), retire/dispose, RMA; hardware catalog (~20 products incl. bundles); models, categories, contracts/warranty/lease; HAM Workspace; TCO/spend analysis. INVENTORY MANAGEMENT IS A MUST: stockroom operations fully implemented, incl. barcode/mobile scanning for receiving, transfers, assignments, and cycle counts/audits, with accurate real-time stock levels and reorder thresholds. CMDB: environment is 500+ devices across multiple sites. CI class mapping, attribute mapping, normalization; asset-CI relationships; CMDB Workspace; foundation data loads (users, companies, locations, departments, groups - data supplied by us in your templates). INTEGRATIONS: SSO via Microsoft Entra (SAML/OIDC) with Duo MFA enforced at login (Entra conditional access); Intune via certified Service Graph connector; NinjaOne RMM (custom - describe your proposed approach); HARDWARE VENDOR PROCUREMENT INTEGRATION (MUST-HAVE): integration with our hardware vendor/VAR for the purchase-to-receipt flow - catalog/punchout or quote sync, automated PO submission from approved requests, order status and shipment tracking surfaced in ServiceNow, and receiving into the stockroom with automatic asset record creation (vendor named after NDA; describe your prior vendor punchout/EDI/API procurement integrations and proposed approach); Cisco CUCM via AXL API and Webex via REST API for automated phone/collab provisioning (custom - describe your approach and prior Cisco voice integration experience); MS Teams; MS Calendar. AUTOMATED EMPLOYEE ONBOARDING/OFFBOARDING (a primary success criterion for this project - propose maximum automation, not manual task lists): ADP-driven lifecycle. Onboarding: new hire in ADP automatically triggers user record creation, Entra account provisioning, and AUTOMATED APPLICATION PROVISIONING AND GROUP MEMBERSHIPS: role-based birthright access (job role/department in ADP maps to a defined set of Entra/AD groups, group-based M365 licensing, and enterprise app assignments incl. SCIM-provisioned SaaS apps, and business application accounts incl. Yardi where the role requires it) applied automatically at hire, including AUTOMATED DISTRIBUTION LIST ASSIGNMENT (department/role/location-based DL memberships applied automatically, using Entra dynamic groups where feasible); additional access beyond the role baseline goes through the approval catalog and executes the group add automatically on approval, Duo MFA enrollment, M365 license assignment, automated Cisco phone/voice provisioning (CUCM extension/line and device via AXL API, Webex account and Webex Calling setup via Webex REST APIs, voicemail), equipment ordered/assigned from HAM stock ahead of start date (future-dated hires supported). Offboarding: termination automatically triggers same-day account disable, session revocation, removal from all groups, distribution lists, and app assignments, Duo removal, license reclamation, business application deactivation incl. Yardi, CUCM/Webex deprovisioning (extension unassigned, Webex account deactivated), carrier line review, Intune wipe where applicable, and asset recovery tasks with return tracking. Propose the trigger mechanism (ADP API, file import, or riding our ADP-to-Entra sync; identity stack is Microsoft Entra + Duo MFA). We have NOT licensed HRSD; must be delivered on ITSM Advanced via catalog + Flow Designer. REPORTING, TESTING, TRAINING: Executive/manager/agent dashboards; KPI reports; scheduled distribution; test scripts; UAT support and defect remediation (we execute UAT); train-the-trainer + admin knowledge transfer; build documentation and runbooks; production go-live + 2 weeks hypercare. MILESTONES AND PAYMENT TERMS (FIRM - do not bid if these do not work for you): No upfront payment and no payment during the build. 70% of the total fixed price is paid on PROJECT COMPLETION, defined as: all scope delivered, UAT passed, production go-live done, and 2 weeks hypercare complete, accepted in writing by us. The remaining 30% is paid in two post-completion phases: 15% at 30 days after go-live and 15% at 60 days after go-live, provided the system operates per the accepted designs; defects reported in those windows (deviations from accepted designs/test scripts, not new scope) are fixed at no charge as a condition of release. Phase acceptance checkpoints (design docs, ITSM build demo, HAM/CMDB build demo, UAT) still apply as quality gates during delivery - they are acceptance gates, not payment events. Escrow: the completion milestone is funded at project start so funds are visibly secured; released only on written acceptance. We respond to acceptance submissions within 5 business days. If we terminate for convenience before completion, delivered work is paid pro rata based on phase gates passed. Scope changes after design sign-off are priced separately via written change order. REQUIRED QUALIFICATIONS (screened strictly): - ServiceNow CSA and CIS-ITSM, current, verifiable on Credly (include Credly links) - CIS-HAM certification and at least 2 completed HAM Pro implementations you personally LED (primary selection criterion) - 5+ years ServiceNow implementation; 3+ full ITSM implementations as lead - Hands-on: Service Graph connectors (Intune), Entra SSO config (Duo MFA environment experience a plus), Flow Designer, Virtual Agent, custom REST integrations (IntegrationHub or scripted) - Hands-on Now Assist configuration on a recent release; Moveworks exposure a plus - At least one HR-driven onboarding/offboarding automation built without HRSD - Minimum 4 hours/day overlap with US Eastern time; strong written English - NDA required; named individual account; dev instance access only until go-live; all work delivered as update sets with documentation weekly SCREENING QUESTIONS - answer ALL in your proposal or it will not be reviewed: 1. Link your Credly profile showing CSA, CIS-ITSM, CIS-HAM. 2. Describe the two HAM implementations you led: company size, asset volume, stockroom structure, what went wrong and how you fixed it. 3. How would you integrate NinjaOne RMM for asset import given no certified connector exists? Be specific (tables, method, dedup/reconciliation against Intune data). 4. In a greenfield CMDB, how would you decide CI classes and the asset-to-CI relationship model for a 500+ device environment across multiple sites? 5. List the Now Assist skills you have personally configured and on which release. Moveworks or Virtual Agent in Teams: describe the deployment. 6. Describe an onboarding/offboarding automation you built without HRSD: trigger mechanism and how account, access, and hardware tasks were orchestrated. 7. Your proposed total fixed price against the milestone table above, and weekly hours you can commit for 14 weeks starting early August 2026. CATALOG ITEM MENU (the final 20 are selected in the design phase from this list; related items may be combined): Lifecycle: new hire onboarding bundle (account + access + hardware + phone + badge); new employee equipment request with approval; termination/offboarding (account disable, license reclamation, badge revocation, asset recovery); employee transfer / role change; contractor/vendor onboarding with sponsor approval and access expiration; name/alias change (legal or preferred name, propagates to email/display/systems). Access and permissions: permissions/access request (Entra/AD group based, automated fulfillment); Yardi access request (role/module based, routed for approval; fulfillment automated if API access is available, otherwise a tracked task to the Yardi administrator); file share / SharePoint access routed to the data owner for approval; VPN access request (Cisco Secure Client); distribution list and shared mailbox request (ad-hoc additions beyond the automatic role-based DLs, with automated fulfillment); mailbox/calendar delegation; Teams/SharePoint site creation (governed); badge/door access request and revocation; guest/visitor Wi-Fi or temporary access; BYOD / Intune enrollment with policy acceptance. Hardware and software: hardware request; software request with SAM license availability check; hardware and software purchase requests with dollar-threshold approval routing; work-from-home / remote equipment kit; loaner equipment; equipment repair/RMA; lost/stolen device (Intune wipe task + security notification); printer/peripheral setup and supplies; new phone/extension request (Cisco CUCM/Webex); mobile phone / carrier line activation and cancellation. Support and other: password reset and Duo MFA re-enrollment/reset (with identity verification step); file/email restore from backup; conference room / AV setup and support; new property/site IT setup (repeatable workflow: network, printers, stockroom, access hardware); general request record producer as the catch-all so nothing routes through email. Approval delegation (out-of-office reassignment) must be configured so absent approvers do not stall requests.