Manager II, Platform Engineering; ServiceNow

Overview

Navy Federal Credit Union is seeking a Manager II, Technical Product Management (Service Now) to manage the daily operations and oversight of the Service Now platform infrastructure. The Manager I manages professionals and/or leaders, accountable for the performance and results of the support team and responsible for ensuring platform investments are aligned to Navy Federal's strategic priorities, and risk posture, while driving transparency, consistency, and value realization across all Service Now capabilities.

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• Build and maintain relationships with internal stakeholders such as Enterprise Technology Services, Internal Audit, Enterprise Risk, Regulatory Liaison Office, Workplace Infrastructure and Logistics, Human Resources, Security, Member Strategy Office, etc. and external key stakeholders throughout the entire platform lifecycle, including managing client engagements, agreements and technology.
• Manage technology relationships with vendors, define scope of vendor support and hold accountable.
• Define, build and maintain Service Now Platform level health metrics, OKRs and KPIs to be leveraged in various stakeholder engagement and communication engagements.
• Operating in a Product Delivery model leveraging Agile framework (i.e. SAFe) including Portfolio Management, ITSM, ITBM, CMDB, GRC, etc. modules and Platform.
• Ability to facilitate decisions across competing priorities.
• Promote use of out-of-the-box capabilities and minimize customization.
• Communicate and resolve escalated stakeholder issues; surface recommendations; align to product roadmaps.

• Partner with Business Product Owners, Technology Product Owners, Technology Product Managers, Business, Architecture and Cloud Engineering ensuring goals and objectives align with division/department strategy.
• Accountable for applicable budget across both Capex and Opex aligned to the Annual Financial Plan and ongoing activities including planning, actual, forecast and corrective action planning.

• Manages deployment of new capabilities and ongoing support based on production support operating model and defined SLAs.
• Develop strong partnership with Info Sec, Security, Risk, Internal Audit and Compliance Teams to ensure understanding, accountability and adherence to policy, standards and processes across the Service Now Platform.

• Oversee development, talent review/development, employee engagement, change management, broad internal communications, and branding for the division.
• Serve as lead technical resource for other team members; mentor and guide lower-level staff on new and innovative techniques and strategies.
• Establishes performance goals and priorities and measurable team objectives and KPIs/OKRs that are aligned with business and organizational goals.
• Prepare, conduct and review performance appraisals and merit pay in accordance with specified objectives and guidelines.
• Ensures staff has the resources and skills needs to support all work initiatives and consistently provide coaching, counseling and mentoring as we Do, Learn and Grow transition to new Ways of Working.
• Effective management of statements of work, staff augmentation, systems integrators, service providers, etc. supporting delivery of capabilities.

• Management and Oversight of all 20+ SNOW instances
  - Availability, updates, upgrades.
• Operate in a Product Delivery model leveraging Agile framework (i.e. SAFe).
• Accountable for Mid Server Management
  - Patches, Incidents, Java Updates, platform updates, upgrades.
• Ensure the quality, accuracy, and security of the Service Now core platform.
• Troubleshoot problems and communicate status, findings and/or technical results; make recommendations and ensure implementation of compliance.
• Coordinate system upgrades to latest version of Service Now.
• Responsible for the oversight and implementation of Service Now Plugin products.
• Promote adoption of platform capabilities such as automation, AI, and integrations by guiding requestors toward standard patterns and enterprise-aligned solutions.
• Support audit readiness and ensure traceability of decisions and outcomes.
• Ensure alignment with CSDM, CMDB strategy, and enterprise data standards.
• Guide and analyze benchmarking, trend analysis, industry and other input to drive continuous improvement and acceleration of Service Now capabilities and elevate service performance communicated across ETS and Business Stakeholders and Product Owners.
• Partner with Enterprise Architects, Cloud Engineers, AI Working Group, etc. to determine and define the technical architecture required to implement and support ensuring alignment to enterprise anchor platform strategy and value of Service Now Platform.
• Ensures compliance with Navy Federal's…