ServiceNow Platform Manager

The ServiceNow Platform Manager is responsible for the overall health, strategy, and value delivery of the ServiceNow platform across the enterprise. This role provides leadership over platform governance, roadmap planning, technical standards, and operational excellence, ensuring ServiceNow is leveraged as a strategic enterprise workflow platform rather than a collection of point solutions. The Platform Manager partners closely with IT, business stakeholders, security, audit, and vendors to ensure the platform is scalable, secure, compliant, and aligned with organizational priorities.

Primary Duties And Responsibilities

• Own the end-to-end ServiceNow platform strategy, including roadmap planning, demand intake, prioritization, and value realization across modules (e.g., ITSM, SPM/PPM, Asset/SAM, Integrations).
• Lead, coordinate and support ServiceNow platform operations, including administration, development, integrations, and release management.
• Serve as the senior platform administrator to support other admins and provide escalated support and leadership.
• Serve as the primary platform authority and escalation point for architecture decisions, platform risks, and cross-functional dependencies.
• Partner with business and IT stakeholders to translate enterprise needs into scalable ServiceNow solutions.
• Oversee platform compliance and controls, including audit readiness (e.g., SOX/ITGC), security reviews, access controls, and change management.
• Manage relationships with ServiceNow and third-party vendors, including licensing oversight, performance monitoring, and roadmap alignment.
• Manage platform performance monitoring, health checks, and continuous improvement initiatives.
• Provide leadership, mentoring, and direction to ServiceNow administrators, developers, and supporting teams (direct and matrixed).
• Stay up to date and guide adoption of new capabilities, including automation, integrations, analytics, and AI-enabled features, in alignment with enterprise standards.

Experience And Education

• 5+ years of experience working with ServiceNow in an enterprise environment, with at least 2 years in a platform leadership, ownership, or management role.
• Strong understanding of ServiceNow architecture, data model, integrations, and platform governance best practices.
• Experience managing multiple ServiceNow modules and coordinating cross-functional delivery teams.
• Proven ability to lead platform strategy and roadmap planning, balancing technical constraints with business priorities.
• Experience supporting audit, risk, and compliance requirements in a regulated or SOX-controlled environment.
• Familiarity with enterprise integrations (e.g., identity management, ERP, HR, security tools).
• Strong stakeholder management and communication skills, with the ability to influence at technical, operational, and executive levels.
• Experience managing ServiceNow upgrades, releases, and platform health at scale.
• ServiceNow certifications (e.g., CSA, CIS, CAD) preferred.

Required Skills

• Strong ability to document processes, standards, and policies.
• Proven problem-solving and communication skills.
• Ability to travel to global sites for stakeholder engagement and project support as needed.