ServiceNow Manager
Job in
Adelphi, Prince George's County, Maryland, USA
Listed on 2026-05-22
Listing for:
University of Maryland Global Campus
Full Time, Part Time
position Listed on 2026-05-22
Job specializations:
-
IT/Tech
IT Project Manager, IT Consultant, Systems Administrator, IT Business Analyst
Job Description & How to Apply Below
Location:
Adelphi, MD Category: IT and Project Management Type:
Full time
Service Now Manager
IT Infrastructure & OpsUS Exempt Regular Full time Stateside Exempt 4.1
Service Now Manager
Systems Admin/Programming
Full-time, Exempt Regular, Pay Grade 4.1
Location:
Hybrid (Onsite presence required in Adelphi, MD at minimum 1-2 days a week)
Summary:
The Service Now Manager is responsible for the implementation, administration, and ongoing optimization of the Service Now platform to support IT Service Management (ITSM) and related business processes. This role provides hands‑on technical leadership, light people management, and strong collaboration with IT and business stakeholders to ensure stable platform operations, process efficiency, and continuous improvement aligned with organizational needs and ITIL practices.
Duties and Responsibilities:
* Manage day‑to‑day delivery and support of the Service Now platform, including requirements analysis, configuration, testing, deployment, and post‑implementation support for modules such as ITSM, CMDB, ITOM, HRSD, or other workflows as applicable.
* Supervise and coach a small team of Service Now administrators and developers; provide technical direction, assign work, and ensure adherence to platform standards and best practices.
* Perform and oversee platform administration activities including instance management (development, test, production), upgrades, patching, access controls, integrations, and overall system performance.
* Support and enhance ITSM processes using ITIL frameworks, including Incident, Problem, Change, Request Fulfillment, Knowledge Management, Service Catalog, SLAs, and reporting.
* Build and maintain Service Now workflows, automation, dashboards, and reports to improve operational efficiency and user experience.
* Partner with vendors, internal IT teams, and business stakeholders to support platform enhancements, manage changes, and drive user adoption.
* Other duties as assigned
Competencies:
* Technical problem solving and analytical thinking
* Collaboration and stakeholder communication
* Team leadership and task management
* Process orientation and continuous improvement
* Accountability and operational discipline
Skills:
* Working knowledge of Service Now platform configuration, tables, scripting (JavaScript, Glide API), Business Rules, UI Policies, Client Scripts, and Update Sets.
* Experience supporting core modules such as ITSM and CMDB; familiarity with additional modules (e.g., ITOM, HRSD, ITAM) preferred.
* Ability to support integrations using REST/SOAP APIs and standard Service Now integration tools.
* Understanding of ITIL‑based service management processes.
* Experience working in Agile or iterative delivery environments.
Education & Experience Requirements :
Education:
Bachelor's Degree
* Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
Experience:
* 5+ years of experience in IT Service Management or enterprise application support.
* 3+ years of hands‑on Service Now experience in administration, configuration, or development roles.
* 2+ years in a leadership or management capacity
Certifications:
* Service Now Certified System Administrator (CSA)
Preferred Experience Requirements:
Experience:
* Certified Implementation Specialist in ITSM and others such as ITOM, CMDB
* Experience with additional Service Now suites such as GRC, Sec Ops, SPM, etc.
* Background in consulting or professional services environments
* Familiarity with cloud technologies, SQL, HTML, AI/ML or enterprise architecture frameworks.
* Proven track record of managing large-scale implementations or multi-instance environments.
All submissions should include a cover letter and resume.
The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation…
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