ServiceNow Senior Manager

The ServiceNow Sr Manager is the strategic linchpin for all things ServiceNow within Infrastructure Engineering. Reporting directly to the VP, Head of Infrastructure Engineering, this role architects, develops, and implements scalable ServiceNow solutions (ITSM, HAM, SAM, HRSD) across the enterprise. The incumbent leads platform upgrades, integrations, and customizations, ensuring business alignment and operational efficiency. If ServiceNow were a symphony, this role is the conductor.

You will be the primary point of contact for all ServiceNow initiatives and an expert in the full life cycle of ServiceNow services for our internal stakeholders, focusing on platform leadership, stakeholder engagement, and team development. You will also partner with the ServiceNow Platform & Automation group, business leaders, and other infrastructure teams to drive operational excellence, data integrity, and continuous improvement. This is a highly visible role that will be impactful to our organization!

Job Responsibilities

Platform leadership & Architecture

• Serve as the technical authority for ServiceNow, guiding design and optimization of workflows, queues, and service catalogs.
• Architect and implement ServiceNow solutions such as ITSM, HAM, SAM, and HRSD.
• Lead platform upgrades, integrations, and customizations with minimal drama and maximum impact.

Stakeholder Collaboration & Requirements

• Partner with stakeholders to translate business requirements into robust technical solutions.
• Gather requirements and convert them into actionable technical designs.
• Ensure high levels of stakeholder satisfaction and engagement.

Team Development & Mentorship

• Mentor ServiceNow developers and administrators, raising the technical bar.
• Build and develop a collaborative, high-performing ServiceNow team.

Operational Excellence

• Manage multi-tenant and MSP environments, ensuring data integrity, compliance, and seamless integration with enterprise reporting tools.
• Collaborate with the Data group to maintain and report on software, hardware, and licensing data.
• Integrate ServiceNow data into the Operations Dashboard and Monitoring Solution for enhanced visibility and decision-making.

Documentation & Governance

• Maintain comprehensive documentation for architecture, workflows, and configurations.
• Ensure completeness, integrity, and compliance of software, hardware, and licensing data.

Results to Be Produced

• Scalable, high-performing ServiceNow solutions supporting ITSM, HAM, SAM, and HRSD and other modules.
• Streamlined workflows and service catalogs that drive operational efficiency.
• Successful platform upgrades and integrations, with minimal disruption and maximum impact.
• Comprehensive documentation for architecture, workflows, and configurations.
• High levels of stakeholder satisfaction and engagement.
• Accurate, compliant, and actionable data for decision-making.
• A technically proficient, collaborative ServiceNow team.
• Enhanced visibility of ServiceNow data in operational dashboards.