Manager, ServiceNow Platform Owner

Pacific Life • Charlotte, NC

1d • Onsite

About The Position

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own. As the ServiceNow Platform Manager , you’ll play a key role in Pacific Life’s growth and long-term success by leading a team of developers, analysts, and vendor partners to develop & deliver high-quality technical solutions via the ServiceNow platform leveraging best practices and Agile principles. You will be a key member of all things related to ITSM for Pacific Life, working closely with business stakeholders and Pacific Life Technology teams. You will oversee the ServiceNow platform and its long-term strategy. You lead the planning, development, and deployment activities while defining the goals and timelines for ServiceNow projects and enhancements. You will be responsible for all ServiceNow integrations with SaaS platforms, AD, Workday, and Sailpoint and must have a firm understanding of how these integrations function. Your colleagues will include members of the Infrastructure and Operations teams. The ServiceNow team reports to the Director of Service Delivery and Management. Your leadership will ensure high availability, efficiency, and security while supporting the organization's technology and business goals. You will fill an existing role that sits on a team of over 100 FTEs and contractors for the Pacific Life Technology division. We’re actively seeking a talented ServiceNow Platform Manager to join our team. We believe in empowering our employees to get work done both in and out of the office. This role is located in our brand-new facility located in Charlotte, North Carolina.

Requirements

• Bachelor’s degree in computer science, Engineering, or a related discipline; or the equivalent combination of education, technical training, or equivalent work/military experience.
• 10+ years in the Information Technology field including 7+ years experience working with ServiceNow ITSM
• 3+ years’ experience working with Hardware and Software Asset Management Programs
• Experience leading a team, fostering a culture of excellence, collaboration, and continuous improvement
• Expert understanding of key ITIL or functional domain concepts and their business applicability
• Strong communication skills and experience managing IT/Business Stakeholders
• Expert level ServiceNow reporting experience would be a plus or ability to give requirements to our Reporting Engineer to create actionable KPIs metric

Nice To Haves

• Experience leading a ServiceNow team of professionals supporting a global, multi-site large enterprise environment.
• Experience implementing AI-driven automation strategies.
• Strong relationships within the industry and a deep understanding of ITSM and AI trends
• Relevant certifications
• Experience with asset discovery platforms

Responsibilities

• Platform Ownership: Take full ownership of the ServiceNow platform, including its architecture, configuration, and maintenance.
• Formulate and define specifications and modifications for the ServiceNow platform in terms of business needs and apply that to Enterprise organizational objectives.
• Provide technical leadership for planning, designing, upgrading, installing, testing, implementing, documenting and maintaining the ServiceNow platform
• Lead the ServiceNow Product team, defining sprints, priorities and assigning resources appropriately
• Set strategy and direction for on and offshore ServiceNow support teams.
• Ensuring the complete agile-based framework is followed by implementing new Forms, workflows, and ITSM processes.
• Ensuring resources are dedicated to support the day-to-day delivery of the Service and IT Portals
• Build organizational trust in the CMDB through partnerships with ITAM and Config Mgmt
• Performance Monitoring: Monitor platform performance, identify areas for improvement, and implement best practices to optimize system efficiency and user experience.
• Track compliance with policies and procedures and resolving / escalating any compliance issues where ServiceNow Request and Incident management is concerned
• Vendor Management: Manage relationships with ServiceNow and other third-party vendors, ensuring service levels are met and issues are resolved promptly.
• Partners closely with IT Asset Mgmt and Configuration Management teams to deliver on a trusted CMDB
• Lead ServiceNow governance based on standard methodologies and ensure proper alignment to projects and major initiatives

Benefits

• Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents
• Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off
• Paid Parental Leave as well as an Adoption Assistance Program
• Competitive 401k savings plan with company match and an additional contribution regardless of participation

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees