ServiceNow Platform Manager

MKS Instruments • Andover, MA

7d • Hybrid

About The Position

As a ServiceNow Platform Owner at MKS, you will partner with ITSM, Global Support Operations, Cybersecurity, Enterprise Architecture, and cross‑functional business teams to lead the strategy, governance, development, and operational health of the ServiceNow platform. You will manage the ServiceNow technical team, including developers, administrators, and architects to ensure stable operations, drive platform maturity, and deliver scalable, high‑impact digital workflows that support the enterprise. In this role, you will report to the Sr. Manager, IT Service Management & Global Support Operations.

Requirements

• Bachelor’s Degree required and 5+ years of related experience (per job profile requirements).
• 5+ years hands-on ServiceNow experience (administration, development, architecture).
• 3+ years leadership or team management experience preferred.
• Deep expertise in ITSM, ITOM, SPM, ITAM modules, including CMDB and Discovery.
• Strong understanding of core ITSM processes (Incident, Change, Problem, Knowledge, SLAs, CMDB).
• Demonstrated experience driving platform governance, strategy, and roadmap delivery in complex multi-module environments.
• Experience working in Agile teams, including sprint planning and backlog management.
• Excellent communication and stakeholder management skills; able to influence across technical and business teams.
• Strong analytical, architectural, and problem‑solving skills.
• Ability to manage multiple priorities and lead a high‑performing technical team.

Nice To Haves

• ServiceNow certifications such as: CSA (Certified System Administrator) CAD (Certified Application Developer) CIS certifications (CIS‑ITSM, CIS‑ITOM, CIS‑SPM, CIS‑Discovery, CIS‑HAM/SAM)
• ITIL Foundations or higher‑level ITIL certifications.
• Experience with IntegrationHub, Flow Designer, API integrations, or App Engine.
• Experience with CMDB governance, service mapping, or configuration lifecycle.
• Background managing vendor relationships or offshore/onshore development resources.

Responsibilities

• Leading the ServiceNow platform strategy, roadmap, and governance, ensuring scalable architecture and alignment with IT and business objectives.
• Managing and developing the ServiceNow team (developers, administrators, architects), overseeing prioritization, sprint planning, and delivery accountability.
• Owning platform governance standards, including development practices, release processes, documentation, and long‑term architectural direction.
• Partnering with ITSM leadership, business stakeholders, and enterprise functions to translate requirements into effective ServiceNow solutions across ITSM, ITOM, SPM, ITAM, CMDB/Discovery, and integrations.
• Overseeing platform performance, upgrades, patches, integrations, and overall system health, ensuring high availability and adherence to security and audit requirements.
• Analyzing operational and business needs to enhance workflows, automation, reporting, and service delivery capabilities.
• Coordinating cross‑functional initiatives involving IT Operations, Security, HR, Facilities, Finance, and other teams using ServiceNow as a core platform.
• Managing the demand intake and prioritization process, ensuring decisions align to roadmap and governance standards.
• Driving creation and maintenance of documentation, knowledge articles, process designs, and architectural standards.
• Identifying opportunities for automation, optimization, and expansion to continuously improve the platform and user experience.

Benefits

• MKS offers a comprehensive benefits package, including health insurance coverage (medical, dental and vision), 401(k) with company match, life and disability insurance, 12 paid holidays, sick time, 15 paid vacation days, [6 weeks fully paid] parental leave, adoption assistance and tuition reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees