Sr. Manager - ServiceNow

We are seeking an experienced Sr. Service Now Team Manager to lead our enterprise Service Now development, implementation, and support teams. This role requires a seasoned professional who combines deep technical expertise in the Service Now platform with proven people management capabilities. The successful candidate will be responsible for driving technical excellence while fostering team growth and ensuring successful delivery of Service Now solutions across our global organization.

• Provide technical direction and architectural guidance for Service Now implementations across multiple modules
• Lead complex Service Now projects including upgrades, integrations, and custom application development
• Oversee CMDB strategy, data governance, and accuracy initiatives to ensure reliable IT asset visibility
• Ensure adherence to Service Now best practices, coding standards, and governance frameworks
• Review and approve technical designs, workflows, and customizations
• Stay current with Service Now platform updates, new features, and emerging capabilities

• Manage, mentor, and develop a team of Service Now administrators, developers, and analysts
• Conduct performance reviews, set goals, and create individual development plans
• Foster a collaborative, innovative team culture focused on continuous learning
• Provide coaching and technical guidance to team members at various skill levels
• Manage resource allocation and workload distribution across the team

• Oversee day-to-day Service Now platform operations, maintenance, and support
• Ensure SLA compliance and maintain high service quality standards
• Lead incident response and problem resolution for platform issues
• Manage vendor relationships and coordinate with Service Now support when needed
• Develop and maintain team documentation, procedures, and knowledge base

• Lead the Service Now roadmap planning and technology strategy
• Develop and maintain analytics frameworks to measure team performance and platform effectiveness
• Create executive-level dashboards and reports to demonstrate business value and ROI
• Identify opportunities for process improvement and automation using data-driven insights
• Support business stakeholders in defining requirements and solution approaches

• Bachelor's degree or equivalent experience in Computer Science, Information Technology, Engineering, or related technical field
• Minimum three (3) years of direct experience leading and/or managing large technical teams is essential
• Eight (8) years of hands-on Service Now experience
• Experience working in multinational corporate environments – and advantage

• Service Now Expertise: Deep knowledge of core Service Now modules including:
  • IT Service Management (ITSM) - Incident, Problem, Change, Service Catalog
  • Configuration Management Database (CMDB) - CI relationships, data integrity, health monitoring
  • Performance Analytics and Reporting - critical metrics, dashboards, and business intelligence
  • Customer Service Management (CSM)
  • Security Incident Response (SIR)
  • Service Now App Engine and Platform capabilities
• CMDB Management:
  • CMDB design, implementation, and ongoing governance
  • Configuration Item (CI) identification, classification, and relationship mapping
  • CMDB data quality management and health scoring
  • Integration with discovery tools and automated population strategies
  • CMDB analytics and reporting for IT asset visibility
  • Compliance with ITIL configuration management processes
• Analytics & Reporting:
  • Service Now Performance Analytics implementation and configuration
  • Dashboard creation and data visualization guidelines
  • Benchmark development and metrics strategy aligned with business objectives
  • Advanced reporting using Report Builder and scheduled reporting
  • Data analysis and trend identification for operational insights
  • Integration with external BI tools and data warehouses
• Development
  
  Skills:
  
  
  • JavaScript, Glide APIs, and Service Now scripting
  • Service Now Flow Designer and Workflow
  • REST/SOAP web services and integrations
  • HTML, CSS, and UI customization
  • Database concepts and Service Now data modeling
  • A deep understanding of Secure Development Life Cycle (SDLC)

• Service Now Certified System Administrator (CSA) - Required
• ITIL Foundations - Preferred