Manager, ServiceNow Platform
Location: New York, NY (Hybrid, 4 days/week onsite) | Reports To: AVP, Infrastructure | Full-time
This role owns the ServiceNow platform. It is not a Service Desk, Help Desk, or incident operations leadership role.
Overview
Our client is seeking a Manager, ServiceNow Platform to lead the strategy, governance, architecture, administration, and evolution of ServiceNow as an enterprise technology capability. As the senior ServiceNow subject-matter expert, you'll set the platform roadmap and standards and lead the team responsible for administration, development, configuration, and enhancements across configuration and asset management, workflow automation, service catalog, and operational intelligence.
Responsibilities
- Own the ServiceNow platform strategy, roadmap, governance framework, and technical direction, serving as primary platform owner and advisor to Infrastructure and Technology leadership.
- Establish architecture principles, development standards, operational controls, and decision rights.
- Evaluate and introduce new capabilities, including AI, automation, and emerging ServiceNow technologies.
- Manage demand intake, prioritization, release planning, and long-term value realization.
- Lead platform administration, configuration, upgrades, patching, release management, performance optimization, and platform health.
- Oversee development of workflows, business rules, forms, catalog items, notifications, integrations, reports, and application enhancements.
- Establish disciplined design, development, testing, deployment, documentation, and change-promotion practices.
- Lead workflow automation and design and govern integrations with cloud, endpoint management, identity, HR, monitoring, and infrastructure systems.
- Expand self-service through Service Catalog, Employee Center, Virtual Agent, and related capabilities.
- Own enterprise CMDB strategy, governance, and data quality. Lead Discovery, reconciliation, and Service Mapping, and advance HAM and SAM maturity.
- Build, mentor, and lead a high-performing ServiceNow platform team, and manage ServiceNow partners, consultants, and implementation providers.
- Establish platform health, adoption, quality, and value metrics, develop executive dashboards, and communicate roadmap progress, risks, and benefits to leadership.
Required Qualifications
- Bachelor's degree in Information Systems, Computer Science, Engineering, or a related discipline, or equivalent professional experience
- 7+ years of ServiceNow experience in complex enterprise environments
- 3+ years of leadership experience managing ServiceNow platforms, teams, programs, or strategic delivery partners
- Experience as a ServiceNow Platform Owner, Platform Manager, Architect, Practice Lead, or equivalent
- Deep experience with ServiceNow ITSM, CMDB, Discovery, Service Mapping, Asset Management, Service Catalog, workflow automation, and enterprise integrations
- Experience developing platform roadmaps, governance frameworks, architecture standards, and release processes
- Strong understanding of ServiceNow architecture, administration, security, and lifecycle management
- Strong leadership, communication, stakeholder management, and vendor management skills
Preferred Qualifications
- ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist, and/or Certified Application Developer
- ITIL v4 certification
- HAM Pro and SAM Pro experience
- Experience leading large-scale ServiceNow platform transformations
- Experience in a highly regulated industry, such as insurance or financial services
- Familiarity with Microsoft Azure, AWS, Microsoft 365, endpoint management, infrastructure operations, and enterprise monitoring platforms
This is a full-time position, hybrid (4 days/week onsite) in New York, NY.
