Service Now Platform Owner

Medical University of South Carolina•Charleston, SC

23d

About The Position

The ServiceNow Platform Owner is responsible for the overall strategy, delivery, and optimization of the ServiceNow platform across the enterprise. This role ensures ServiceNow is leveraged to drive digital transformation, enhance operational efficiency, and improve employee and customer experiences. This leader serves as the central point of ownership and accountability for the platform, aligning business needs with scalable solutions, managing governance, and building a high-performing platform team.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field [Master’s preferred]
5+ years of proven experience as a ServiceNow platform owner in a complex organization, healthcare experience preferred
Proven track record of successfully delivering enterprise-scale ServiceNow capabilities, especially in regulated environments such as financial services
Deep knowledge of ServiceNow products and modules including ITSM, ITOM, ITAM, CSDM, CMDB, HRSD, Security Operations, APM/SPM, and Integration Hub
Strong understanding of Agile delivery, product management practices, and platform governance
Excellent stakeholder engagement and communication skills, with the ability to influence senior leadership and align diverse interests
Experience managing distributed teams and external vendor/partner engagements
Familiarity with ITIL practices, enterprise architecture frameworks, and compliance standards
Certified ServiceNow System Administrator; additional certifications (e.g., Implementation Specialist, Architect) highly desirable
Demonstrated ability to balance quick wins with scalable long-term solutions

Responsibilities

Champion the strategic use of ServiceNow across the organization, promoting awareness, adoption, and change management
Develop and own the multi-year platform strategy and roadmap, ensuring alignment with organizational business and technology goals
Lead platform governance, chair technical governance forums, and manage other needs with ServiceNow and internal stakeholders
Define and enforce platform standards, architecture guardrails, and configuration policies to minimize technical debt and support sustainable scalability
Lead and prioritize the platform product pipeline, ensuring alignment with enterprise strategy, business value, and platform capacity
Ensure end-to-end delivery of new platform capabilities by leveraging Agile and DevOps methodologies and aligning with project management standards and practices defined by IS Portfolio teams
Collaborate with enterprise architects, security, infrastructure, and integration teams to ensure robust, compliant, and scalable solutions
Manage and optimize the ServiceNow release methodology, platform instances, and service design to ensure performance and user satisfaction
Serve as the primary point of contact for ServiceNow-related strategy, delivery, and capability discussions & decisions
Partner with key business lines [e.g., IS, HR, Security, Risk] to understand needs, gather requirements, and co-create appropriate solutions
Influence stakeholder and executive buy-in through strong communication, storytelling, and value realization metrics
Foster a culture of continuous feedback, leveraging user input and data to drive customer-centric enhancements
Build, lead, and mentor a high-performing platform team of developers, administrators, and process owners
Manage relationships with external ServiceNow partners and vendors, ensuring contract value, delivery quality, and alignment with strategy
Promote platform knowledge sharing and training across the enterprise to drive adoption and maturity