IT Manager, ServiceNow

Job Summary

The Service Now Platform Manager is responsible for the overall health, stability, and strategic direction of the Service Now platform across the organization, serving as the primary point of ownership to ensure it remains secure, scalable, compliant, and aligned with business and IT objectives. This role balances day‑to‑day operations with long‑term roadmap planning, overseeing platform architecture, configuration standards, environment management, integrations, upgrades, and release planning while enabling business value through standardized and well‑governed capabilities.

Working closely with ITSM process owners, business stakeholders, and development teams, the role ensures the platform effectively supports business needs while maintaining clear boundaries between platform enablement and process governance. The manager also handles vendor relationships, licensing, platform‑related risk, and compliance standards, with success measured by platform reliability, user experience, delivery consistency, and the platform’s ability to scale and evolve with organizational needs.

• Lead, mentor, and develop a team of Service Now administrators and developers.
• Create clear performance goals, development plans, and career pathways for technical staff.
• Foster a culture of accountability, innovation, teamwork, and continuous improvement.
• Manage team workload, priorities, schedules, and on‑call rotations.

• Develop and maintain Service Now standards and architecture documentation.
• Own day‑to‑day operational health of the platform, ensuring stability, availability, and performance.
• Establish clear operational ownership, escalation paths, and on‑call/support models.
• Ensure platform operations align with enterprise availability, incident response, and service continuity expectations.
• Define and enforce standard operating procedures for platform administration, development, testing, and deployment.
• Minimize operational risk by reducing unnecessary customization and promoting out‑of‑box capabilities.
• Maintain clear configuration, data, and integration standards to ensure consistency across teams and use cases.
• Operate a predictable, well‑governed release management process for Service Now changes.
• Ensure changes are properly reviewed, tested, documented, and approved prior to production deployment.
• Establish and report on metrics and KPIs to measure the value and performance of the infrastructure.
• Drive operational excellence through industry best practices, AI innovation, and financial acumen.

• Own platform‑level controls including roles, permissions, data protection, and system logging.
• Collaborate with ITSM, ITAM, and other process owners to enable approved processes on the platform.
• Separate process ownership from platform enablement, ensuring governance alignment.
• Translate process requirements into scalable, platform‑aligned solutions.

• Contribute to BRG’s IT roadmap and vision, ensuring the platform supports those goals.
• Manage vendor and trusted partner relationships.
• Participate in creating and managing budgets for platform initiatives, maintenance, and licensing.
• Partner cross‑functionally with other IT departments and business units to meet Service Now requirements and outcomes.

• Bachelor’s degree in information technology, computer science, engineering, or related discipline, or equivalent professional experience.
• 8+ years of progressive IT experience, with 5+ years on the Service Now platform in administrative, developmental, architectural, or platform leadership roles.
• 3+ years in a leadership or management capacity, overseeing technical teams, platform operations, or enterprise applications.
• Hands‑on experience administering and managing Service Now in a medium to large enterprise environment.
• Strong understanding of core Service Now architecture, including environment management, CMDB/data model concepts, security (ACLs/roles), update sets, application scope, and integrations (REST, SOAP, MID Server).
• Experience leading platform upgrades, releases, and…