ITSM Manager – ServiceNow (Hybrid)
Location: Carlsbad, CA; New York, NY; or Las Vegas, NV
Schedule: Hybrid (3 days on-site)
Salary Range: $135,000 – $200,000

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.

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.

Key Responsibilities

Lead and support IT Service Management maturity initiatives
Collaborate with IT leadership to identify automation opportunities and drive implementation
Design and implement ServiceNow solutions focused on ITSM, ITOM, and related modules
Develop custom ServiceNow applications, workflows, and integrations
Define and maintain best practices, governance, and standards for platform usage
Configure and customize modules such as Incident, Problem, Change, and Asset Management
Integrate ServiceNow with other IT and external platforms (ERP, monitoring tools, etc.)
Review and optimize existing workflows for efficiency and scalability
Stay current on ServiceNow capabilities and technology trends
Provide leadership and mentoring to technical teams, including code reviews and troubleshooting
Ensure security, scalability, and compliance with internal IT policies
Maintain alignment with ITIL best practices
Perform other duties as assigned

Qualifications

<>Technical Expertise

In-depth knowledge of ITSM, ITOM, ITAM, and CMDB modules in ServiceNow
Strong hands-on experience with ServiceNow Discovery, Orchestration, and Automation
Skilled in scripting languages (JavaScript, AngularJS, etc.) and integration tools (REST, SOAP, MID Server)
Experience managing teams and mentoring developers and administrators
Familiarity with Agile methodologies and project management tools
Exposure to non-IT ServiceNow applications (e.g., HRSD, Security Incident Response)

<>Leadership & Collaboration

Reports to the Director of IT Infrastructure Services
Supervises a team of ServiceNow professionals, including architects, developers, and admins
Works closely with internal and external stakeholders to drive adoption and success
Leads cross-functional teams and supports a collaborative work environment
Demonstrates professionalism and resilience under pressure

<>Business & Communication Skills

Able to translate business requirements into technical solutions
Experienced in stakeholder management and executive communication
Strong verbal, written, and presentation skills
Results-oriented with a focus on measurable outcomes and ROI
Proactively assesses system performance and drives optimization efforts

Education & Experience

Bachelor’s degree in Computer Science or a related field (or equivalent experience)
5+ years of experience with ServiceNow, including 3+ years in a senior or lead architect role
1+ years of leadership or supervisory experience
Preferred: ServiceNow Certified System Administrator and Certified Implementation Specialist (ITSM/ITOM)

Work Environment

Office-based environment with standard business equipment use (e.g., computer, copier, phone)
Must be available to work on-site 3 days per week in one of the listed locations

ITSM Manager (ServiceNow)

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