ITSM Manager (ServiceNow)

ITSM Manager - ServiceNow (Hybrid)

Location: Carlsbad, CA; New York, NY; or Las Vegas, NV
Schedule: Hybrid (3 days on-site)

About the Client

Our client is a well-established global organization with a strong presence in Carlsbad, CA. This hybrid role supports operations across key U.S. locations and offers a competitive benefits package, including comprehensive medical, dental, and vision coverage; 401(k) matching up to 8% with immediate vesting; paid vacation, holidays, and sick time; tuition assistance; and commuter benefits.

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Role Summary

The ITSM Manager will lead the architecture, design, and implementation of ServiceNow solutions for a large-scale enterprise IT environment. This role is responsible for translating business needs into technical solutions, ensuring successful integration of ServiceNow modules with existing IT systems, and overseeing the full lifecycle of ServiceNow deployments.

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Key Responsibilities

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  Lead and support IT Service Management maturity initiatives


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  Collaborate with IT leadership to identify automation opportunities and drive implementation


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  Design and implement ServiceNow solutions focused on ITSM, ITOM, and related modules


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  Develop custom ServiceNow applications, workflows, and integrations


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  Define and maintain best practices, governance, and standards for platform usage


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  Configure and customize modules such as Incident, Problem, Change, and Asset Management


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  Integrate ServiceNow with other IT and external platforms (ERP, monitoring tools, etc.)


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  Review and optimize existing workflows for efficiency and scalability


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  Stay current on ServiceNow capabilities and technology trends


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  Provide leadership and mentoring to technical teams, including code reviews and troubleshooting


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  Ensure security, scalability, and compliance with internal IT policies


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  Maintain alignment with ITIL best practices


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  Perform other duties as assigned

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Qualifications

<>Technical Expertise</>

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  In-depth knowledge of ITSM, ITOM, ITAM, and CMDB modules in ServiceNow


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  Strong hands-on experience with ServiceNow Discovery, Orchestration, and Automation


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  Skilled in scripting languages (JavaScript, AngularJS, etc.) and integration tools (REST, SOAP, MID Server)


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  Experience managing teams and mentoring developers and administrators


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  Familiarity with Agile methodologies and project management tools


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  Exposure to non-IT ServiceNow applications (e.g., HRSD, Security Incident Response)

<>Leadership & Collaboration</>

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  Reports to the Director of IT Infrastructure Services


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  Supervises a team of ServiceNow professionals, including architects, developers, and admins


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  Works closely with internal and external stakeholders to drive adoption and success


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  Leads cross-functional teams and supports a collaborative work environment


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  Demonstrates professionalism and resilience under pressure

<>Business & Communication Skills</>

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  Able to translate business requirements into technical solutions


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  Experienced in stakeholder management and executive communication


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  Strong verbal, written, and presentation skills


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  Results-oriented with a focus on measurable outcomes and ROI


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  Proactively assesses system performance and drives optimization efforts

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Education & Experience

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  Bachelor's degree in Computer Science or a related field (or equivalent experience)


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  5+ years of experience with ServiceNow, including 3+ years in a senior or lead architect role


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  1+ years of leadership or supervisory experience


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  Preferred: ServiceNow Certified System Administrator and Certified Implementation Specialist (ITSM/ITOM)

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Work Environment

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  Office-based environment with standard business equipment use (e.g., computer, copier, phone)


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  Must be available to work on-site 3 days per week in one of the listed locations