ServiceNow Platform Manager

The Platform Manager is responsible for managing the delivery, performance, reliability, and roadmap of the ServiceNow platform across the enterprise. This role leads a team of Technical Specialists and Consultants who handle development, operational support, and administrative tasks. The Manager ensures the platform’s technical solutions are designed and delivered using ServiceNow best practices, aligning with organizational goals and priorities. The ideal candidate will have a proactive approach, strong leadership skills, and a demonstrated ability to manage critical applications effectively.

Product Vision and Strategy:

• Define and execute product roadmaps to enhance existing products, develop new features, and improve performance.
• Identify opportunities for strategic integration of IT processes with ServiceNow to align with organizational goals.

Stakeholder Management:

• Serve as the primary liaison between the ServiceNow team and business stakeholders, ensuring effective communication and collaboration.
• Facilitate platform governance discussions.

Requirements Gathering and Development:

• Collaborate with stakeholders to identify business needs, use cases, and user stories with clear acceptance criteria.
• Work with managed service providers to ensure timely delivery of high-quality solutions that minimize technical debt.

Performance Monitoring and Optimization:

• Monitor platform performance and usage metrics to drive improvements and enhance user experience.
• Stay updated on ServiceNow updates and industry trends to maximize platform value.

Leadership and Team Management:

• Lead and mentor a team of associates and consultants, promoting best practices and professional growth.
• Oversee the managed services provider for ServiceNow administration and platform enhancements.
• Manage budgeting, departmental goals, and performance reviews, while ensuring effective resource allocation.

Training and Support:

• Provide training to stakeholders to ensure successful adoption of the ServiceNow platform.
• Act as a platform advocate, promoting its capabilities and benefits.

Education and Experience:

• Bachelor’s degree in Computer Science, Information Systems Management, Engineering, or a related field.
• Minimum of 3 years of leadership and people management experience, managing teams of 5 or more.
• Extensive background in ITSM processes and best practices.

Technical Expertise:

• Deep experience with ServiceNow in development and/or architecture roles.
• ServiceNow certifications such as Certified Application Developer (CAD) and Certified System Administrator (CSA) preferred.
• Proficiency in ITSM, ITOM, and ITAM, including CMDB, Discovery, SAM Pro, and various management modules.
• Experience integrating ServiceNow with enterprise systems using REST/SOAP APIs and Integration Hub.

Additional Skills:

• Strong understanding of JavaScript, SQL, and other programming languages.
• Familiarity with cloud platforms such as AWS, Azure, or Google Cloud.
• Expertise in workflow design and automation within ServiceNow.
• ITIL Foundations V3 certification required; ITIL 4 preferred.

Leadership Abilities:

• Proven ability to inspire and guide teams across multiple geographic regions.
• Experience working with and managing relationships with Managed Services Providers.
• Strong strategic planning skills and the ability to manage multiple priorities effectively.

• Relocation assistance for qualified candidates.
• Discounts on travel.
• Bonus potential.

1. 3+ years of leadership experience managing teams of 5 or more.
2. Strong ITSM background, including processes and best practices.
3. Broad and deep ServiceNow experience in development and architecture.
4. Experience working with Managed Services Providers.
5. Preferred ServiceNow certifications: CAD and CSA.

1. Broad and deep experience with ServiceNow, in development and/or architecture role.
2. ServiceNow Certified Application Developer (CAD) and ServiceNow Certified System Administrator (CSA) certifications are preferred.
3. Proficient in developing, administering, and configuring all areas of ITSM, ITOM, and ITAM, including CMDB, Discovery, Hardware and Software Asset Management (SAM Pro), and Request, Incident, Problem, Change, and Knowledge Management.
4. Proven expertise in designing, implementing, and supporting complex ServiceNow solutions, including custom applications and integrations.
5. Integration: Experience integrating ServiceNow with other enterprise systems using REST/SOAP APIs3. Experience with ServiceNow Integration Hub
6. ITIL Foundations V3 certification required, ITIL 4 preferred.
7. Well-versed in infrastructure, networking, and security technologies understanding how they impact and compliment the ServiceNow environment.
8. Programming Languages: Strong knowledge of JavaScript, SQL, and other relevant programming languages.
9. Cloud Platforms: Familiarity with cloud platforms such as AWS, Azure, or Google Cloud Platform3.
10. Workflow Automation: Expertise in designing and implementing workflows and automation within ServiceNow.
11. IT Service Management (ITSM): Deep understanding of ITSM processes and best practices.
12. Minimum of 3 years leading teams and people management experience
13. Experience leading a cross-functional team across multiple geographic regions, preferred.
14. Experience working and partnering with a Managed Services Provider.

1. Relocation available for qualified candidates
2. Discounts Available on Travel
3. Bonus potential (need to confirm amount)

1. 3+ Years of leadership experience (Must be comfortable managing 5 plus resources)
2. Extensive ITSM background (Processes and Best Practices)
3. Broad and deep experience with ServiceNow, in development and/or architecture role
4. Experience working with Managed Service Providers
5. ServiceNow Certified Application Developer (CAD) and ServiceNow Certified System Administrator (CSA) certifications are preferred.

Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .

Vaco also wants all applicants to know their rights that workplace discrimination is illegal.

By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

Vaco LLC and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco”) respects your privacy and are committed to providing transparent notice of our policies.

• California residents may access Vaco’s HR Notice at Collection for California Applicants and Employees here.
• Virginia residents may access our state specific policies here.
• Residents of all other states may access our policies here.
• Canadian residents may access our policies in English here and in French here.
• Residents of countries governed by GDPR may access our policies here.

Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to:

• the individual’s skill sets, experience and training;
• licensure and certification requirements;
• office location and other geographic considerations;
• other business and organizational needs.

With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.