IT Manager, ServiceNow
About The Position
The ServiceNow Platform Manager is responsible for the overall health, stability, and strategic direction of the ServiceNow platform across the organization, serving as the primary point of ownership to ensure it remains secure, scalable, compliant, and aligned with business and IT objectives. This role balances day-to-day operations with long-term roadmap planning, overseeing platform architecture, configuration standards, environment management, integrations, upgrades, and release planning while enabling business value through standardized and well-governed capabilities. Working closely with ITSM process owners, business stakeholders, and development teams, the role ensures the platform effectively supports business needs while maintaining clear boundaries between platform enablement and process governance. In addition, the role manages vendor relationships, licensing, and platform-related risks, while ensuring adherence to security and compliance standards, with success measured by platform reliability, user experience, delivery consistency, and the platform’s ability to scale and evolve with organizational needs.
Requirements
- Bachelor’s degree in information technology, Computer Science, Engineering, or related discipline, or equivalent professional experience.
- 8+ years of progressive IT experience, with 5+ years working on the ServiceNow platform in administrator, developer, architect, or platform leadership roles.
- 3+ years in a leadership or management capacity, overseeing technical teams, platform operations, or enterprise applications.
- Hands-on experience administering and managing ServiceNow in a medium to large enterprise environment.
- Strong understanding of core ServiceNow architecture, including environment management, CMDB/data model concepts, security (ACLs/roles), update sets, application scope, and integrations (REST, SOAP, MID Server).
- Experience leading platform upgrades, releases, and lifecycle planning
- ServiceNow Certified System Administrator (CSA) required
- ITIL Foundation (v3 or 4) or equivalent certification.
Nice To Haves
- Experience designing and governing complex integrations between ServiceNow and enterprise platforms (e.g., IAM, monitoring, HR, ERP).
- Familiarity with automation, orchestration, and workflow optimization.
- Demonstrated success separating platform enablement responsibilities from process ownership and business governance.
- Experience leading platform changes in complex or matrixed organizations.
- Demonstrated ability to drive adoption, standardization, and cultural shift toward self‑service and automation.
- Familiarity with hybrid and cloud infrastructure environments (e.g., Azure, AWS, networking, identity).
Responsibilities
- Lead, mentor, and develop a team of ServiceNow administrators/developers
- Create clear performance goals, development plans, and career pathways for technical staff.
- Foster a culture of accountability, innovation, teamwork, and continuous improvement.
- Manage team workload, priorities, schedules, and on‑call rotations.
- Develop and maintain ServiceNow standards, architecture diagrams, etc.
- Own the day‑to‑day operational health of the ServiceNow platform, ensuring stability, availability, and performance.
- Establish clear operational ownership, escalation paths, and on‑call/support models for platform-related issues.
- Ensure platform operations align with enterprise availability, incident response, and service continuity expectations.
- Define and enforce standard operating procedures (SOPs) for platform administration, development, testing, and deployment.
- Minimize operational risk by reducing unnecessary customization and promoting out‑of‑box capabilities wherever feasible.
- Maintain clear configuration, data, and integration standards to ensure consistency across teams and use cases.
- Operate a predictable, well‑governed release management process for ServiceNow changes.
- Ensure changes are properly reviewed, tested, documented, and approved prior to production deployment.
- Establish and report on metrics and KPI’s to report on the value and performance of our infrastructure.
- Drive operational excellence through industry standard best practices, AI innovation, and financial acumen.
- Own platform-level controls including roles, permissions, data protection, and system logging.
- Collaborate with ITSM, ITAM (and other IT process owners) and business process owners to enable approved processes on the platform.
- Clearly separate process ownership from platform enablement, ensuring governance alignment.
- Translate process requirements into scalable, platform-aligned solutions.
- Contribute to BRG’s IT roadmap and vision, ensuring the platform contributes to that success.
- Manage vendor and trusted partners.
- Participate in the creation and management of budgets for platform initiatives, maintenance, and licensing.
- Partner cross‑functionally with other IT Departments to meet their ServiceNow requirements and business units to meet their outcomes.
Benefits
- We get results because we know how to apply our thinking to your world.
- BRG is proud to be an Equal Opportunity Employer.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
