ServiceNow Platform Lead

ServiceNow Platform Lead

Req Id: 12887

Job Location: Nashville

Posting Start Date: 10/29/26

Work Environment: Hybrid

Job Description:

Job Purpose

The ServiceNow Platform Lead serves as a key technical and functional steward of the ServiceNow platform, partnering with business and IT stakeholders to understand needs, recommend effective solutions, and maximize the value of ServiceNow. The role brings strong expertise in Strategic Portfolio Management (SPM), IT Service Management (ITSM), CMDB, and service management practices and provides guidance on how ServiceNow capabilities can best support business and IT objectives. The Platform Lead provides technical leadership, establishes and promotes platform standards and best practices, oversees vendor-delivered work, and supports the effective operation, evolution, and continuous improvement of the ServiceNow platform.

In this position you will have the opportunity to:

• Business enablement, service experience, catalog, reporting, and adoption: Configures and supports workflows, intake, automation, approvals, catalog items, Employee Center content, reports, dashboards, and related business requirements.
• Strategic Portfolio Management (SPM) leadership: Guides stakeholders in effectively using SPM across demand, portfolio, project/work, and resource and capacity management while maximizing standard platform capabilities and minimizing unnecessary customization.
• Solution design and technical debt: Supports solution design, identifies technical risks and dependencies, and recommends corrective actions for unsupported configurations, duplication, recurring issues, and technical debt.
• Documentation, standards, training, and reusable practices: Maintains platform documentation and reinforces established development, configuration, testing, deployment, documentation, and support standards.
• Technical leadership and vendor coordination: Provides day-to-day technical direction and quality oversight for vendor work, including testing, documentation, defects, remediation, deployment readiness, support, and knowledge transfer.
• Technical guidance: Provides technical direction, work review, knowledge sharing, and coaching to administrators, developers, contractors, and business partners.
• Platform operations, support, and reliability: Monitors and supports platform reliability and supportability, coordinates technical operations and escalated issue resolution, and recommends preventive improvements.
• Access, security, privacy, and controls: Performs advanced administration and applies approved access, security, privacy, credential, and control practices, escalating exceptions and major decisions when required.
• Workflow, automation, and application engineering: Configures and develops workflows, forms, tables, scripts, automation, and basic-to-moderate applications using reusable, maintainable, configuration-first practices.
• Testing, deployment, upgrades, environments, and continuity: Technically leads readiness for patches, upgrades, testing, deployments, remediation, environment movement, and platform stabilization.
• Integrations, MID Server, data, and CMDB/CSDM: Supports integrations, MID Servers, authentication, jobs, imports, data dependencies, CMDB/CSDM, and recurring technical issues within the implemented platform scope.

What do I need to be successful?

• 3-6 years of meaningful ServiceNow experience and 5-8 years of related platform or technology experience, or equivalent demonstrated capability.
• ServiceNow SPM experience: Demonstrated experience administering, supporting, optimizing, or advising on SPM across demand, prioritization, portfolio planning, project/work management, and resource and capacity planning.
• Demonstrated capabilities: Evidence of technical leadership and platform stewardship, problem solving, customer orientation, requirements clarification, solution delivery, documentation, quality discipline, risk identification, vendor coordination, continuous improvement, collaboration, communication, accountability, and balancing immediate delivery with platform reliability and maintainability.
• Technical background: Demonstrated independent experience with ServiceNow administration, configuration, testing, troubleshooting, upgrades, releases, workflows, catalog configuration, vendor coordination, and basic-to-moderate development.

Education

• Bachelor's Degree in Arts/Sciences (BA/BS) or equivalent education and relevant experience
• ServiceNow Certified System Administrator is required or expected
• Certified Application Developer and a relevant Certified Implementation Specialist credential, particularly ITSM or another LP implemented capability, preferred

Work Environment

• This position will work at home and in our Nashville office on a hybrid schedule
• Must live within a reasonable distance to Nashville or willing to relocate to the greater Nashville area
  
  #LI-HYBRID

Information at a Glance