Staff ServiceNow Platform Lead
About The Position
Zoox is looking for a Staff-level ServiceNow Platform Lead to own the long-term vision and strategic direction for our ServiceNow platform, while also staying hands-on enough to build, prototype, and directly evaluate the technical work delivered by others. Day-to-day operational support and steady-state ticket/config work will be delivered by a managed services partner, but this person is expected to roll up their sleeves on high-value, high-visibility, or novel work — new module rollouts, architecture proofs-of-concept, complex integrations — rather than hand everything to the vendor. This role requires someone who has deep ServiceNow development experience and has grown into a strategic, vendor-facing leader — someone equally comfortable setting a multi-year platform vision with executive stakeholders, writing/reviewing flows and scripts themselves when it matters, and holding a managed services vendor and contractor team accountable to SLAs and outcomes.
Requirements
- 10+ years of experience working with ServiceNow, including 5+ years in a technical architecture/design capacity, with continued active hands-on development skills (flow designer, scripting, integrations, app development)
- Deep, current working knowledge of ServiceNow architecture across ITSM, ITOM, ITAM, IntegrationHub, and platform/app development — able to design and build solutions personally, not just review others' work
- Proven experience directing or governing a managed services provider or SI partner for a platform of similar scale and complexity
- Strong vendor management skills: SOW/SLA definition, performance reviews, escalation management, and commercial acumen
- Track record of building and presenting platform roadmaps and vision to executive or senior leadership audiences
Nice To Haves
- Experience managing contractors or vendor teams: setting priorities, reviewing quality, and holding delivery accountable, while still being able to jump in and build when needed
- Excellent stakeholder management and communication skills across technical and non-technical audiences
- Certified System Administrator (CSA)
- Certified Application Developer (CAD)
- Certified Technical Architect (CTA)
- Certified Implementation Specialist (ITSM, HAM, or Discovery)
Responsibilities
- Own and evangelize the strategic vision and multi-year roadmap for the ServiceNow platform across Zoox, aligning platform investment with business priorities
- Perform hands-on development, configuration, and architecture work directly on ServiceNow for strategic initiatives, complex integrations, and situations where speed, quality, or sensitivity call for it rather than delegating to the vendor or contractors
- Serve as the primary business and technical owner directing a managed services vendor's day-to-day operations, holding them accountable to SLAs, quality, and roadmap commitments
- Manage and mentor two ServiceNow contractors (one Staff, one mid-level), assigning priorities, reviewing/co-developing their work, and ensuring it aligns with platform strategy and standards
- Own vendor lifecycle and platform governance: RFP/selection support, contract and SOW review input, onboarding, performance reviews, and architecture/release standards for both internal and vendor-delivered work
Benefits
- paid time off (e.g. sick leave, vacation, bereavement)
- unpaid time off
- Zoox Stock Appreciation Rights
- Amazon RSUs
- health insurance
- long-term care insurance
- long-term and short-term disability insurance
- life insurance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
