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.