ServiceNow Platform Manager

The Service Now Platform Manager is responsible for the overall health, strategy, and value delivery of the Service Now platform across the enterprise. This role provides leadership over platform governance, roadmap planning, technical standards, and operational excellence, ensuring Service Now is leveraged as a strategic enterprise workflow platform rather than a collection of point solutions. The Platform Manager partners closely with IT, business stakeholders, security, audit, and vendors to ensure the platform is scalable, secure, compliant, and aligned with organizational priorities.

• Own the end-to-end Service Now platform strategy, including roadmap planning, demand intake, prioritization, and value realization across modules (e.g., ITSM, SPM/PPM, Asset/SAM, Integrations).
• Lead, coordinate and support Service Now platform operations, including administration, development, integrations, and release management.
• Serve as the senior platform administrator to support other admins and provide escalated support and leadership.
• Serve as the primary platform authority and escalation point for architecture decisions, platform risks, and cross-functional dependencies.
• Partner with business and IT stakeholders to translate enterprise needs into scalable Service Now solutions.
• Oversee platform compliance and controls, including audit readiness (e.g., SOX/ITGC), security reviews, access controls, and change management.
• Manage relationships with Service Now and third-party vendors, including licensing oversight, performance monitoring, and roadmap alignment.
• Manage platform performance monitoring, health checks, and continuous improvement initiatives.
• Provide leadership, mentoring, and direction to Service Now administrators, developers, and supporting teams (direct and matrixed).
• Stay up to date and guide adoption of new capabilities, including automation, integrations, analytics, and AI-enabled features, in alignment with enterprise standards.

• 5+ years of experience working with Service Now in an enterprise environment, with at least 2 years in a platform leadership, ownership, or management role.
• Strong understanding of Service Now architecture, data model, integrations, and platform governance best practices.
• Experience managing multiple Service Now modules and coordinating cross-functional delivery teams.
• Proven ability to lead platform strategy and roadmap planning, balancing technical constraints with business priorities.
• Experience supporting audit, risk, and compliance requirements in a regulated or SOX-controlled environment.
• Familiarity with enterprise integrations (e.g., identity management, ERP, HR, security tools).
• Strong stakeholder management and communication skills, with the ability to influence at technical, operational, and executive levels.
• Experience managing Service Now upgrades, releases, and platform health at scale.
• Service Now certifications (e.g., CSA, CIS, CAD) preferred.

• Strong ability to document processes, standards, and policies.
• Proven problem-solving and communication skills.
• Ability to travel to global sites for stakeholder engagement and project support as needed.