ServiceNow Platform Supervisor

Job Summary

The ServiceNow Platform Supervisor (M1) leads a crossfunctional squad of Developers (P3/P2) and Business Analysts (P3/P2) to deliver stable scalable and upgradeable solutions on the Now Platform. This role orchestrates daytoday run operations (health checks incident/defect intake) Agile planning and execution (backlog sprints releases) change/release governance and continuous improvement while coaching team members and standardizing ways of working. The Supervisor partners with the Platform Owner process owners and architecture/governance boards to ensure outcomes align with strategy and follow OOTBfirst standards.

Span of Control

• Direct reports: Dev P3 Dev P2 BA P3 BA P2 (matrix with Platform Owner and process owners).
• Primary workstreams: ITSM and scoped apps; platform reliability (run) Agile delivery (build) change/release UAT coordination metrics & reporting.

Essential Duties & Responsibilities

1) People Leadership & Team Operations

• Lead coach and develop P3/P2 Dev and BA staff; set goals manage performance run 1:1s and build a learning culture (peer review lunchandlearns playbooks).
• Coordinate daily platform operations: health checks ticket intake (incidents/defects/requests) platform maintenance patching and support SRT calls for major incidents.
• Present monthly metrics to leadership (backlog health delivery throughput release quality incident trends) and drive action plans.

2) Agile Planning & Delivery (Scrum cadence)

• Own the team backlog flow with the Product Owner: intake triage refinement estimation sprint planning reviews/retros and release readiness for 2week sprints. Ensure the right Agile roles/permissions and boards are in place in ServiceNow Agile (e.g. scrumadmin/scrummaster/productowner roles).
• Guide BAs to translate business needs into Epics/Features/Stories with acceptance criteria process/data flows and wireframes; ensure stories are ready and testable before sprint commitment.

3) Business Analysis & UAT Management

• Standardize requirements practices (elicitation functional specs process/data flows) and ensure traceability from requirement story test.
• Plan and run UAT with business leads (scope scripts data schedule signoff) especially around upgrades where integrations and environment parity matter.

4) Platform Upgrades & Patching

• Oversees squad readiness for biannual family upgrades and quarterly patches: review notes cloneupgradetest in subprod run ATF suites and resolve skipped records via Upgrade Center/merge tooling with updateset propagation.
• Involved in tracking and reduce skippedrecord volume over time through baseline alignment and customization hygiene.

5) Stakeholder & Vendor Management

• Be the daytoday platform POC for product/process owners security/compliance infra and vendor partners; escalate risks early and translate status into business outcomes.

6) Continuous Improvement

• Harvest lessons learned from incidents and releases into runbooks/playbooks simplify workflows retire technical/process debt and feed the roadmap through Demand/Portfolio governance.

Qualifications

Required

• 610 years in enterprise IT; 3 years hands-on on the Now Platform (ITSM/scoped apps) with proven supervision of mixed Dev/BA teams.
• Demonstrated leadership of Agile Scrum delivery (backlog sprint release) using ServiceNow Agile/boards and role design.
• Working knowledge of ITIL (Incident/Problem/Change/Request) and governance basics (intake/portfolio/technical boards).
• Excellent facilitation and communication ability to lead SRT calls UAT cycles CAB discussions and execlevel updates.

Preferred

• ServiceNow CSA CAD CISITSM; ITIL v4 Foundation.
• Experience with SPM/Agile at scale (demand portfolio team backlogs) a plus.

Certifications (desired)

• ServiceNow: CSA CAD CISITSM. ITIL v4 Foundation. (Cloud provider certs are a plus given our hybrid landscape.)

Work Environment

• Hybrid; global collaboration across time zones. Agile Scrum (2week sprints) with change windows coordinated via CAB and governance boards.

Candidates who are back-to-work people with disabilities without a college degree and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race religion color national origin ancestry age physical or mental disability sex sexual orientation gender identity/expression pregnancy veteran status marital status creed status with regard to public assistance genetic status or any other status protected by federal state or local law.

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