Manager, ServiceNow Architect and Development

Manager, Service Now Architect and Development

Department Overview

UVA Information Technology Services (ITS) does more than support the UVA community we empower and move it forward. With every partnership and every solution, we are shaping a culture and ecosystem where learning and discovery thrive.

About UVA and the Community

The University of Virginia is renowned for its historic foundations, student experience, and research excellence. Located in Charlottesville, VA, UVA is consistently ranked among the top public universities in the nation. The surrounding community offers a vibrant mix of cultural, outdoor, and social experiences. Learn more at UVA Life in Charlottesville and Embark CVA
.

Position Summary

The IT Service Management team within UVA's Information Technology Services department is seeking a Service Now Architect and Development Manager to drive the architecture, implementation, and optimization of Service Now solutions that support organizational objectives and strengthen operational excellence. This is a hands-on leadership role
, ideal for someone who enjoys blending technical depth, platform strategy, and team leadership to deliver scalable, secure, and intuitive Service Now capabilities.

Responsibilities

• Architect & Design Solutions: Lead the design of Service Now solutions, including architecture, data models, integrations, workflows, and automation. Translate business requirements into scalable, maintainable Service Now specifications.
• Drive Process Improvement: Identify and execute opportunities for innovation and optimization across the Service Now ecosystem.
• Lead & Mentor: Provide technical guidance and mentorship to the development team. Foster collaboration, accountability, and continuous learning.
• Security & Compliance: Analyze platform security configurations; recommend and implement improvements to meet governance and regulatory standards.
• Configure & Optimize: Customize and configure Service Now modules (Service Catalog, Incident, Change, CMDB, etc.) to meet organizational needs. Resolve performance issues and ensure platform reliability.
• Documentation & Training: Produce clear technical documentation and contribute to user-facing materials. Conduct training for stakeholders and end-users as needed.
• Support: Provide technical support for Service Now operations and participate in platform-related incident response.

Minimum Qualifications

• Bachelor's degree in Computer Science, Information Systems, Engineering, or related field; or equivalent experience.
• Extensive experience with Service Now architecture, development, and platform management.
• Demonstrated ability to lead teams and manage complex technical initiatives.

Preferred Qualifications

• Service Now certifications (Architect, Developer, Admin, Implementation Specialist, etc.).
• Experience working in higher education, large enterprise environments, or ITSM-driven organizations.
• Strong understanding of platform security, governance, integrations, and automation best practices.

Physical Demands

This role is primarily sedentary, involving extensive use of computers. Occasional meetings or activities may require moving between campus buildings.

Salary Range

commensurate with experience.

Position Type & Work Location

This is an Exempt position.
Hybrid/Remote options available in accordance with UVA policies.

Application Timeline

Review of applicants will begin immediately and continue until the position is filled.

Additional Requirements

• This role cannot sponsor or accept applicants requiring visa sponsorship
  .
• A valid email address is required to verify certifications and professional credentials.
• Employment is contingent upon a successful background check.

How to Apply

Please apply Online and search for "R0078276." . Complete the application and upload the following required materials: I nternal applicants may search and apply for jobs on the UVA Internal Careers website .

• Cover letter
• Resume

Please note that multiple documents can be uploaded in the "Resume" box. Applications that do not contain all required documents will not receive full consideration.

Reference Check Process

References will be contacted for final candidates only. Candidates will be notified before references are contacted.

Contact

For questions about the position or application process, please contact Bill Crane
, Senior Recruiter, UVA Information Technology Services. Email Xer5ff
Position Compensation Range: $ - $ Annual

The University of Virginia is an equal opportunity employer. All interested persons are encouraged to apply, including veterans and individuals with disabilities.  to read more about UVA's commitment to non-discrimination and equal opportunity employment.

Each agency within the Commonwealth of Virginia is dedicated to recruiting, supporting, and maintaining a competent and diverse work force. Equal Opportunity Employer