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Role Description

As a ServiceNow Platform Manager, you will partner with an existing team to ensure the overall health, stability, and strategic evolution of the ServiceNow platform across the enterprise. You will lead platform governance, oversee technical delivery, and partner closely with IT and business stakeholders to ensure ServiceNow enables efficient, scalable, and compliant digital workflows. You will balance platform operations, roadmap planning, and continuous improvement, while guiding teams and vendors to deliver high-quality solutions aligned to organizational priorities.

What you will be doing:

• Work with the existing team to fully develop the end-to-end ServiceNow platform strategy, including roadmap development, feature adoption, and lifecycle planning.
• Drive adoption of ServiceNow capabilities in alignment with organizational priorities.
• Ensure the availability, performance, security, and scalability of the ServiceNow platform.
• Enforce and mature platform governance policies, development standards, and architectural best practices.
• Oversee integrations between ServiceNow and enterprise systems.
• Lead and mentor ServiceNow administrators, developers, and analysts.
• Partner with IT leadership and business stakeholders to translate business needs into platform capabilities.
• Drive process automation and workflow optimization across all modules and work streams.
• Ensure data quality, CMDB accuracy, and compliance with security and audit requirements.
• Monitor platform metrics and KPIs to support continuous improvement and value realization.

Qualifications

• Bachelor’s Degree, preferably in Computer Science, Information Technology, or equivalent experience.
• 7+ years of experience working with the ServiceNow platform in progressively responsible roles (administration, development, platform ownership, or leadership).
• 3+ years of experience in leading or managing an enterprise ServiceNow platform, including governance, roadmap planning, and operational oversight.
• Strong understanding of ServiceNow architecture including the CSDM, CMDB, integrations, security model, and upgrade strategy.
• Hands-on experience with ITSM and exposure to multiple additional modules within ServiceNow.
• Proven ability to establish and enforce platform governance, development standards, and architectural best practices.
• Demonstrated success partnering with IT leadership and business stakeholders to translate business needs into scalable platform solutions.
• Experience working with vendor management, system integrators, and managed service providers.

Requirements

• ServiceNow certification such as Certified System Administrator, Certified Implementation Specialist, Certified Application Developer, Certified Technical Architect, etc.
• Additional experience with ServiceNow GRC, SPM, ITOM, WSD, or ECPro Modules.
• Experience operating ServiceNow in a regulated or audited enterprise environment.
• Strong knowledge of CMDB health, data quality, and service mapping.
• Familiarity with Agile / DevOps delivery models and ServiceNow CI/CD pipelines.
• Experience aligning ServiceNow strategy with enterprise architecture and digital transformation initiatives.

Benefits

• Competitive Compensation & Total Rewards Incentives
• Comprehensive Healthcare Coverage
• Multiple 401(k) Savings Plan Options
• Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)
• Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave
• Disability, Life, and Long Term Care Insurance
• Tuition Reimbursement, Student Loan Repayment and Training & Certification Support
• Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)
• Caregiver and Mental Health Support Services