Senior Manager, ServiceNow Engineering - Remote

Senior Manager, Service Now Engineering
- Remote

Requisition Number: R8015 Senior Manager, Service Now Engineering
- Remote (Open)

Location:

Arizona
- Home Teleworkers

Additional Locations:

CSAA Insurance Group (CSAA IG), a AAA insurer, is one of the leading personal lines property and casualty insurance groups in the United States. Here, every employee shapes our mission. We build innovative, human-centered solutions that help AAA members prevent, prepare for, and recover from life's uncertainties. You will join a collaborative, inclusive culture where your strengths have room to grow and your ideas can drive real impact.

Step into a role where you can contribute to our shared success through meaningful work.

We are actively hiring for a Senior Manager, Service Now Engineering
- Remote

The Senior Manager, Service Now Engineering is responsible for the strategic leadership, governance, engineering delivery, and operational excellence of the enterprise Service Now platform. This leader oversees a team of Service Now engineers and technical professionals responsible for designing, developing, supporting, and continuously improving Service Now capabilities that enable enterprise service delivery.

The role is accountable for platform strategy, roadmap development, demand management, engineering execution, platform governance, technology modernization, and talent development. The Senior Manager works closely with business leaders, technology teams, vendors, and strategic partners to ensure Service Now investments align with business objectives while maintaining platform stability, scalability, security, and long-term sustainability.

• Define and implement the multi-year Service Now platform strategy, roadmap, and investment priorities aligned to business and technology objectives.
• Lead platform governance, intake, demand management, and prioritization processes to balance new capabilities, operational needs, technical debt, and strategic initiatives.
• Evaluate emerging Service Now capabilities and find opportunities to expand platform value across the organization.
• Establish and maintain platform standards, architectural principles, development practices, and governance controls.
• Recommend Service Now AI capabilities that address business and operational needs, including Now Assist, predictive intelligence, and agentic automation, and advise leaders on priorities, readiness, dependencies, and expected value.
• Ensure alignment between platform investments and measurable business outcomes.
• Shape the Service Now AI roadmap by identifying high-value use cases, enabling adoption across supported workflows, and optimizing platform investments based on utilization, outcomes, cost, and evolving platform capabilities.
• Measure, monitor, and maintain platform license usage to facilitate contract planning and subscription expense.

• Lead a team of Service Now engineers responsible for platform development, administration, integrations, automation, upgrades, and support.
• Establish engineering standards, quality controls, release management practices, and operational processes that promote platform reliability and scalability.
• Enable delivery and adoption of Service Now AI capabilities by guiding solution design, configuration, integration, testing, release readiness, and operational support across applicable platform workflows.
• Oversee platform upgrades, maintenance activities, testing strategies, release readiness, and production support activities.
• Lead delivery of Service Now enhancements, implementations, and modernization initiatives across ITSM, ITOM, ITAM, CMDB/CSDM, Service Catalog, Workflow Automation, Strategic Portfolio Management, Security Exposure Management, and other platform capabilities.
• Optimize Service Now AI capabilities by monitoring adoption, accuracy, user experience, operational performance, and realized value, and by leading ongoing tuning, enhancement, and expansion of successful use cases.
• Ensure successful execution of platform initiatives through effective planning, resource allocation, risk management, and stakeholder engagement.

• Recruit, develop, coach, and retain a high-performing team of Service Now engineering professionals.
• Establish clear performance expectations, development goals, and career growth opportunities for team members.
• Provide ongoing coaching, mentoring, and performance feedback to…