ServiceNow Manager

* 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.
* Partner with vendors, internal IT teams, and business stakeholders to support platform enhancements, manage changes, and drive user adoption.
* Other duties as assigned
- 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.

- 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.

- 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.

- Experience working in Agile or iterative delivery environments.
** Education & Experience Requirements****:
*** 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
** Preferred Experience Requirements****:
*** 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.

The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination.

For information about UMGC’s Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at
** Tuition Remission:
** Immediate availability for Regular Exempt Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service.
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* NOTE:

For part-time employees (at least 50 percent of the time), tuition remission benefits are prorated.*
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