ServiceNow Team Manager

KLA-posted 3 months ago

$133,300 - $226,600/Yr

Full-time • Mid Level

Hybrid • Ann Arbor, MI

5,001-10,000 employees

Computer and Electronic Product Manufacturing

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We are seeking an experienced ServiceNow Team Manager to lead our enterprise ServiceNow development, implementation, and support team. This role requires a seasoned professional who combines deep technical expertise in the ServiceNow platform with proven people management capabilities. The successful candidate will be responsible for driving technical excellence while fostering team growth and ensuring successful delivery of ServiceNow solutions across our global organization. This is a hybrid role and will be based at our Midwest Corporate HQ in Ann Arbor, MI.

Provide technical direction and architectural guidance for ServiceNow implementations across multiple modules
Lead complex ServiceNow projects including upgrades, integrations, and custom application development
Oversee CMDB strategy, data governance, and accuracy initiatives to ensure reliable IT asset visibility
Ensure adherence to ServiceNow best practices, coding standards, and governance frameworks
Review and approve technical designs, workflows, and customizations
Stay current with ServiceNow platform updates, new features, and emerging capabilities
Manage, mentor, and develop a team of ServiceNow administrators, developers, and analysts
Conduct performance reviews, set goals, and create individual development plans
Foster a collaborative, innovative team culture focused on continuous learning
Provide coaching and technical guidance to team members at various skill levels
Manage resource allocation and workload distribution across the team
Oversee day-to-day ServiceNow platform operations, maintenance, and support
Ensure SLA compliance and maintain high service quality standards
Lead incident response and problem resolution for platform issues
Manage vendor relationships and coordinate with ServiceNow support when needed
Develop and maintain team documentation, procedures, and knowledge base
Lead the ServiceNow roadmap planning and technology strategy
Develop and maintain analytics frameworks to measure team performance and platform effectiveness
Create executive-level dashboards and reports to demonstrate business value and ROI
Identify opportunities for process improvement and automation using data-driven insights
Support business stakeholders in defining requirements and solution approaches

Bachelor's degree or equivalent experience in Computer Science, Information Technology, Engineering, or related technical field
8+ years of hands-on ServiceNow experience with at least 3 years in a management role leading technical teams
Experience working in multinational corporate environments - an advantage
Deep knowledge of core ServiceNow modules including IT Service Management (ITSM), Configuration Management Database (CMDB), Performance Analytics and Reporting, Customer Service Management (CSM), Security Incident Response (SIR), and ServiceNow App Engine
Expertise in CMDB design, implementation, and ongoing governance
Proficiency in ServiceNow Performance Analytics implementation and configuration
Proficiency in JavaScript, Glide APIs, and ServiceNow scripting
ServiceNow Certified System Administrator (CSA) - Required
ITIL Foundations - preferred

Medical, dental, vision, life, and other voluntary benefits
401(K) including company matching
Employee stock purchase program (ESPP)
Student debt assistance
Tuition reimbursement program
Development and career growth opportunities and programs
Financial planning benefits
Wellness benefits including an employee assistance program (EAP)
Paid time off and paid company holidays
Family care and bonding leave

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