Enterprise ServiceNow Governance & Platform Owner
Contract (3 months to start) - Could extend and would want this person to be considered for a FTE hiring.
Hybrid role- 4 days in 1 off in Wickliffe OH
ABOUT THE ROLE:
The Enterprise ServiceNow Governance & Platform Owner is responsible for strategic and operational ownership of the ServiceNow platform in a multi-company, domain-separated environment. This role will establish platform governance, stabilize platform operating practices, manage platform roadmap and backlog, and ensure platform changes are delivered in a controlled, scalable and standards-based way.
This role partners closely with Service Owners, the ITSM Process Owner, platform developers, implementation partners, managed service providers, Architecture, Security, and company stakeholders to ensure ServiceNow enables consistent service delivery while maintaining strong technical governance.
| Role Focus | ServiceNow platform ownership, governance, roadmap, release control, domain separation, and provider oversight |
| Role intent: add dedicated platform ownership so the ServiceNow platform can scale across Lubrizol, OxyChem, and future onboarded companies without diluting service delivery ownership or ServiceNow process ownership. |
Key Responsibilities
Platform Strategy and Roadmap
- Own and maintain the ServiceNow platform roadmap and forward-looking capability plan.
- Prioritize platform enhancements, technical debt remediation, upgrade readiness and onboarding needs.
- Translate business and service requirements into a governed platform backlog.
Platform Governance and Standards
- Establish platform governance routines, decision rights, intake standards and design controls.
- Approve platform configuration standards, architectural decisions and controlled exceptions.
- Ensure platform decisions support global standardization and avoid unnecessary company-specific customization.
Domain Separation and Architecture
- Govern TOP/global versus subdomain configuration decisions.
- Maintain standards for domain hierarchy, cross-domain visibility, roles, groups, data separation and delegated administration.
- Partner with Architecture and Security on platform risk, integration patterns and access controls.
Release, Upgrade and Change Control
- Own the platform release calendar, upgrade readiness, regression planning and production change coordination.
- Review upgrade impacts, remediation plans, release risks and change collisions.
- Ensure platform changes are tested, documented, approved and communicated.
Reporting, Data and Platform Health
- Ensure platform reporting, dashboards and performance analytics are available and reliable.
- Monitor platform health, availability, data quality, integration reliability and backlog performance.
- Drive continuous improvement for platform performance, usability and operational stability.
Provider and Partner Oversight
- Coordinate platform work performed by consulting partners, implementation partners or managed service providers.
- Review provider deliverables for quality, standards alignment and production readiness.
- Support transition of platform support responsibilities into a sustainable internal operating model.
Required Qualifications
- 8+ years of IT experience with progressive responsibility in ServiceNow administration, product ownership, solution architecture, platform management, or platform leadership roles.
- Strong knowledge of the ServiceNow platform, including ITSM, Service Catalog, Knowledge Management, CMDB/CSDM, reporting, and integrations.
- Experience establishing platform governance, operating models, demand management processes, and architectural guardrails that support scalable and sustainable platform growth.
- Proven ability to develop and manage platform roadmaps, backlogs, stakeholder priorities, technical risk, and partner-delivered initiatives.
- Experience defining and enforcing platform standards, governance controls, and decision-making frameworks to ensure consistent and controlled platform delivery.
- Strong stakeholder management and communication skills, with the ability to influence and align technical, operational, business, and executive leaders across competing priorities.
- Experience leading consulting partners, managed service providers, and outsourced delivery teams to achieve platform objectives and operational outcomes.
Preferred Qualifications
- Experience with ServiceNow Domain Separation, multi-instance strategies, or multi-company enterprise environments.
- Experience implementing ServiceNow governance frameworks, including standards management, design review, demand intake, release governance, and change controls.
- Experience supporting enterprise platform transformations, mergers, acquisitions, divestitures, or company onboarding initiatives.
- Experience with Agile delivery methodologies, product ownership, release management, or platform governance functions.
- Familiarity with ServiceNow platform capabilities beyond ITSM, including ITOM, Employee Center, SPM, SecOps, or other enterprise workflows.
Certifications
- ServiceNow Certified System Administrator (CSA).
- One or more ServiceNow Certified Implementation Specialist (CIS) certifications.
- ServiceNow Certified Application Developer (CAD).
- ITIL 4 Foundation or higher.
- Agile, Scrum Product Owner, SAFe, or similar certifications are a plus.
Ayush Sharma Sr. US Technical Recruiter
| Ext:149
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