Technical Manager, ServiceNow
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Job Summary
Ready to lead the ServiceNow platform for a global technology organization Thomson Reuters informs the way forward for the worlds most respected professionals in law tax accounting compliance and the press. ServiceNow is one of the core platforms our Technology organization uses to deliver reliable intelligent service management atscale.
Werehiring a Technical Manager ServiceNow Platform to lead the engineering delivery and operations of our enterprise ServiceNow platform within the CIO Segments Service Management & Transformation group. This is a hands-on leadership role for someone who can own the roadmap lead high-performing development and technical teams modernize how we work with embedded AI and partner closely with ServiceNow and our delivery vendors to get the most value from the platform.
About the Role
In this opportunity as Technical Manager ServiceNow Platform you will:
Own the platform roadmap:Define and drive the ServiceNow platform strategy roadmap governance and technical standards making key decisions on capabilities upgrades and investments and aligning delivery with enterprise architecture and business priorities.
Lead development and technical teams:Manage and mentor development administration and L2/L3 support teams; drive resource planning prioritization and performance management; and build an accountable high-performing continuously upskilling team.
Champion new ways of working with AI:Lead adoption ofNowAssistand generative and agentic AI across the platform including incident and change summarization resolution-note and knowledge generation Virtual Agent AI Search and automated triage embedding AI-driven automation-first ways of working that lift productivity and reduce mean time to resolution.
Drive engineering excellence:Own the end-to-end development lifecycle (design build test release) enforce coding standards and design governance and accelerate delivery through Flow DesignerIntegrationHub Studio and REST APIs.
Manage vendors and partners:Act as the primary technical owner for the ServiceNow relationship and implementation partners managing scope quality licensing and assist consumption and value realization while holding vendors to delivery and outcome commitments.
Run a healthy reliable platform:Own platform availability incident/problem/change management SLA adherence and multi-instance and release governance (Dev QA UAT Prod) including upgrades patching clone strategy and rollback readiness.
Engage stakeholders and govern:Partner with business and IT leadership to align demand with capacity communicate roadmap risks status and platform KPIs and enforce security controls role-based access audit and SDLC compliance.
About You
Yourea fit for the role of Technical Manager ServiceNow Platform if your background includes:
10 years of overall IT experience with 5 years of ServiceNow platform experience ina leadershipengineering-management or platform-owner capacity.
Proven experience leading enterprise-scale ServiceNow implementations and platform operations managing both development delivery and BAU support.
Platform depth:Strong command of ServiceNow platform architecture and governance development lifecycle and release management and incident/problem/change management (ITSM/ITOM/CMDB experience preferred).
Hands-on technicalskill:JavaScript and Glide APIs Flow DesignerIntegrationHub REST/SOAP integrations MID Server and multi-instance environment and upgrade management.
AI and automation fluency:Practical experience (or strong working knowledge) ofNowAssist Virtual Agent AI Search and AIOps anda track recordof using automation to change how teams work.
Leadership and influence:Demonstratedsuccess building and managing technical teams managing vendors and delivery partners and engaging senior stakeholders in an Agile/Scrum delivery model.
Certifications (preferred):ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD); Implementation Specialist certifications (ITSM / ITOM / HRSD / CSM as applicable); Certified Technical Architect (CTA) highly desirable.
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Whats in it For You
Hybrid Work Model: Weve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities whether caring for family giving back to the community or finding time to refresh and reset. This builds upon our flexible work arrangements including work from anywhere for up to 8 weeks per year empowering employees to achieve a better work-life balance.
Career Development and Growth: By fostering a culture of continuous learning and skill development we prepare our talent to tackle tomorrows challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow lead and thrive in an AI-enabled future.
Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation two company-wide Mental Health Days off access to the Headspace app retirement savings tuition reimbursement employee incentive programs and resources for mental physical and financial wellbeing.
Culture: Globally recognized award-winning reputation for inclusion and belonging flexibility work-life balance and more. We live by our values: Obsess over our Customers Compete to Win Challenge (Y)our Thinking Act Fast / Learn Fast and Stronger Together.
Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental Social and Governance (ESG) initiatives.
Making a Real-World Impact:We are one of the few companies globally that helps its customers pursue justice truth and transparency. Together with the professionals and institutions we serve we help uphold the rule of law turn the wheels of commerce catch bad actors report the facts and provide trusted unbiased information to people all over the world.
About Us
Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal tax accounting compliance government and media. Our products combine highly specialized software and insights to empower professionals with the data intelligence and solutions needed to make informed decisions and to help institutions in their pursuit of justice truth and transparency. Reuters part of Thomson Reuters is a world leading provider of trusted journalism and news.
We are powered by the talents of 26000 employees across more than 70 countries where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity accuracy fairness and transparency are under attack we consider it our duty to pursue them. Sound exciting Join us and help shape the industries that move society forward.
As a global business we rely on the unique backgrounds perspectives and experiences of all employees to deliver on our business goals. To ensure we can do that we seek talented qualified employees in all our operations around the world regardless of race color sex/gender including pregnancy gender identity and expression national origin religion sexual orientation disability age marital status citizen status veteran status or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.
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About Company
Document Intelligence from Thomson Reuters makes analyzing contracts and documents easy by leveraging the power of A.I. and the expertise of Practical Law.
