Key Responsibilities
ServiceNow Platform Strategy & Governance
• Own and maintain the ServiceNow platform strategy, roadmap, governance framework, and technical direction.
• Serve as the primary ServiceNow platform owner and advisor to Infrastructure and Technology leadership.
• Establish platform architecture principles, development standards, operational controls, and decision rights.
• Evaluate and introduce new platform capabilities, including AI, automation, and emerging ServiceNow technologies.
• Manage platform demand intake, prioritization, release planning, and long-term value realization.
Platform Engineering & Administration
• 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.
• Ensure the platform is scalable, reliable, secure, supportable, and aligned with enterprise architecture standards.
• Establish disciplined practices for design, development, testing, deployment, documentation, and change promotion.
Enterprise Automation & Integration
• Lead workflow automation initiatives using ServiceNow capabilities to reduce manual effort and simplify technology processes.
• Design and govern integrations between ServiceNow and enterprise platforms, including cloud, endpoint management, identity, HR, monitoring, and infrastructure systems.
• Expand self-service capabilities through the Service Catalog, Employee Center, Virtual Agent, and related platform functions.
• Establish integration patterns, technical standards, and governance controls.
CMDB, Discovery & Asset Management
• Own the enterprise CMDB strategy, governance model, and data quality program.
• Lead Discovery, reconciliation, and Service Mapping capabilities.
• Advance Hardware Asset Management and Software Asset Management maturity.
• Ensure configuration and asset data support operational, audit, compliance, and reporting requirements.
Team & Partner Leadership
• Build, mentor, and lead a high-performing ServiceNow platform team.
• Establish clear team objectives, technical standards, development plans, and accountability.
• Manage ServiceNow partners, consultants, and implementation providers.
• Promote platform innovation, engineering rigor, knowledge transfer, and continuous improvement.
Platform Performance & Value
• Establish platform health, adoption, quality, automation, and value metrics.
• Develop executive dashboards and governance reporting.
• Communicate roadmap progress, risks, investment needs, and realized benefits to leadership.
• Drive continuous platform maturity and measurable business value.
