Manager, ServiceNow Platform

The Basics

The Manager, Service Now Platform is the strategic owner of Tanium’s enterprise Service Now environment, accountable for the platform roadmap, governance, and delivery across our full suite of modules: ITSM, ITOM, hardware and software asset management (HAM/SAM), vulnerability response (VR), security incident response (SIR), integrated risk management (IRM), strategic portfolio management (SPM), and technology provider/customer service management (TPSM/CSM). You’ll lead a team of seven platform specialists, mature our CMDB and CSDM framework, and serve as the primary partner to IT and Security, to stakeholders across the broader organization, and to the customer-facing teams who rely on Service Now to run the business.

Hybrid schedule: this position follows the Company’s hybrid schedule which currently requires employees to work in the office at one of the following locations a minimum of three days per week:
Addison, TX;
Bellevue, WA;
Durham, NC;
Emeryville, CA; or Reston, VA.

• Manage, mentor and retain a team of seven Service Now administrators, developers, architects and business analysts
• Define team goals, career development paths and performance expectations; conduct regular 1:1s and reviews
• Own Agile/Scrum delivery – sprint planning, backlog grooming and story pointing for predictable, high‑quality releases
• Foster a culture of continuous improvement, collaboration and accountability

• Define and execute the Service Now platform roadmap, balancing stakeholder demand with platform health, technical debt and upgrade cycles
• Govern the platform – coding standards, change management, release processes, upgrades, patching and instance health across sub‑production and production environments
• Own integration strategy across Service Now and enterprise systems (Integration Hub, REST/SOAP APIs, MID Servers), partnering with infrastructure, security, identity, finance and HR
• Serve as customer zero for Tanium product integrations – pilot and operationalize real‑time endpoint data, vulnerability feeds, asset discovery and automated remediation workflows before they reach external customers

• Own the CMDB governance framework: data quality standards, CI lifecycle, duplicate management and reconciliation rules
• Lead CSDM adoption as the foundational data model for every new module deployment
• Manage Discovery, Service Mapping and Tanium SGC for accurate, real‑time infrastructure data – enriched by Tanium as an authoritative endpoint source

• Help drive the ongoing TPSM/CSM implementation – shaping design decisions, stakeholder alignment and delivery milestones in close partnership with Customer Success and Operations leadership
• Oversee configuration, improvement and stakeholder satisfaction across all licensed modules (ITSM, ITOM, HAM, SAM, VR, SIR, IRM, SPM, TPSM/CSM)
• Partner with module owners and business stakeholders to assist the BA’s with capturing requirements, prioritizing the backlog, and translating business needs into platform solutions
• Drive automation and AI‑powered improvements using Flow Designer, orchestration and Now Assist to eliminate manual toil and accelerate service delivery
• Support IRM and SIR risk and compliance workflows that meet audit and security requirements, and ensure HAM/SAM data integrity for accurate license reconciliation and audit readiness

• Serve as the escalation point for platform incidents, stakeholder concerns and cross‑functional delivery decisions
• Report on platform health, sprint velocity and module adoption to the Senior Director, Business Systems and technology leadership
• Champion AI adoption – evaluate and deploy Now Assist, agentic workflows and predictive intelligence and bring forward‑looking recommendations to leadership

• 6+ years of Service Now platform experience, including 2+ years managing or leading a team, with a track record of coaching and developing engineers
• Deep, hands‑on experience across ITSM, CSM and ITOM
• Proven CMDB governance experience – built or matured a CMDB, not just maintained one
• CSDM…