ServiceNow Platform Manager

Service Now Platform Manager - 1081 at Quantinuum, US Broomfield, CO (remote). A mid-level full time position in the IT Support Services team, listed under software engineering.

We are seeking a Service Now Platform Manager in our Broomfield, CO, location.

Quantinuum is seeking an experienced Service Now Platform Manager to serve as the primary internal owner and product lead for the Service Now platform. This role manages the platform roadmap, stakeholder demand, governance, vendor delivery, release coordination, and business outcomes, while ensuring business requirements are translated into well-defined, prioritized, and successfully delivered platform capabilities.

Quantinuum believes that employees work better, more efficiently and more collaboratively in close proximity to other employees, where ideas can be exchanged readily, and decisions can be made more quickly for the benefit of the Company and our customers. All employees should work at their assigned location; however, this role may offer the opportunity to work remotely up to 2 days per week, with approvals.

• ITIL Foundation Certification.
• Experience with CMDB and CSDM, Service Catalog, Asset Management, Knowledge Management, Performance Analytics, Workflow and Automation.
• Experience supporting enterprise-scale Service Now environments.
• Strong customer and stakeholder focus.
• Ability to influence without direct authority.
• Comfort operating in both strategic and tactical capacities.
• Organized, detail-oriented working style with the ability to manage multiple priorities.
• Collaborative approach with both technical and non-technical audiences.
• Focus on process simplification, automation, and measurable business outcomes.
• Experience managing third-party Service Now implementation partners.
• Strong understanding of ITSM processes and ITIL principles.
• Experience gathering and translating business requirements into platform solutions.
• Demonstrated experience leading cross-functional stakeholder discussions.
• Ability to prioritize competing demands across multiple business units.

• Service Now platform ownership:
  Serve as the primary internal owner of the Service Now platform, developing and maintaining a roadmap aligned to business priorities, platform governance, standards, best practices, and consistent use of platform capabilities across the organization.
• Continuous improvement:
  Drive improvement initiatives that use Service Now capabilities, automation, workflow, self-service and AI enablement to reduce manual effort and improve the employee experience.
• Business relationship management:
  Partner with business stakeholders to understand requirements, pain points and opportunities; facilitate requirements workshops and process assessments; and translate business needs into functional requirements, user stories and implementation priorities.
• Stakeholder advisory and demand management:
  Act as a trusted advisor on Service Now capabilities and best practices, managing intake, prioritization and demand management across competing business needs.
• Systems Integrator management:
  Serve as the primary point of contact for the Service Now Systems Integrator, managing performance, deliverables, utilization, and service quality.
• Deliverable acceptance and oversight:
  Review and formally accept Systems Integrator deliverables in coordination with relevant technical and business owners, including estimates, project plans, solution designs and implementation approaches.
• Release and knowledge management:
  Coordinate release planning and change schedules with Systems Integrator resources, ensuring knowledge transfer and documentation are maintained for platform changes and that Quantinuum retains appropriate platform documentation and institutional knowledge.
• Platform governance and delivery oversight:
  Lead backlog management and prioritization, review proposed configurations and enhancements for alignment with business objectives and platform standards, and establish clear decision rights, escalation paths, and governance forums for platform demand and design decisions.
• Testing and deployment readiness:
  Coordinate testing, acceptance criteria, user acceptance, deployment planning, release management and stakeholder communications, validating that delivered solutions meet approved requirements and are ready for production deployment.
• Platform performance and documentation:
  Monitor platform health, adoption, and service performance, and ensure proper documentation of configurations,…