Manager, ServiceNow Platform Owner

At Pacific Life, we empower our employees to get work done both in and out of the office. We're actively seeking a talented ServiceNow Platform Manager to join our team. About the Role

This role is responsible for leading a team of developers, analysts, and vendor partners to develop and deliver high-quality technical solutions via the ServiceNow platform leveraging best practices and Agile principles. Your Key Responsibilities

• Platform Ownership: Take full ownership of the ServiceNow platform, including its architecture, configuration, and maintenance.
• Formulate and define specifications and modifications for the ServiceNow platform in terms of business needs and apply that to Enterprise organizational objectives.
• Provide technical leadership for planning, designing, upgrading, installing, testing, implementing, documenting and maintaining the ServiceNow platform
• Lead the ServiceNow Product team, defining sprints, priorities and assigning resources appropriately
• Set strategy and direction for on and offshore ServiceNow support teams. Ensuring the complete agile-based framework is followed by implementing new Forms, workflows, and ITSM processes.
• Ensure resources are dedicated to support the day-to-day delivery of the Service and IT Portals
• Build organizational trust in the CMDB through partnerships with ITAM and Config Mgmt
• Performance Monitoring: Monitor platform performance, identify areas for improvement, and implement best practices to optimize system efficiency and user experience.
• Track compliance with policies and procedures and resolving/escalating any compliance issues where ServiceNow Request and Incident management is concerned
• Vendor Management: Manage relationships with ServiceNow and other third-party vendors, ensuring service levels are met and issues are resolved promptly.
• Partner closely with IT Asset Mgmt and Configuration Management teams to deliver on a trusted CMDB
• Lead ServiceNow governance based on standard methodologies and ensure proper alignment to projects and major initiatives Your Qualifications
• Bachelor's degree in computer science, Engineering, or a related discipline; or the equivalent combination of education, technical training, or equivalent work/military experience.
• 10+ years in the Information Technology field including 7+ years experience working with ServiceNow ITSM
• 3+ years' experience working with Hardware and Software Asset Management Programs
• Experience leading a team, fostering a culture of excellence, collaboration, and continuous improvement
• Expert understanding of key ITIL or functional domain concepts and their business applicability
• Strong communication skills and experience managing IT/Business Stakeholders
• Expert level ServiceNow reporting experience would be a plus or ability to give requirements to our Reporting Engineer to create actionable KPIs metric What makes you stand out
• Experience leading a ServiceNow team of professionals supporting a global, multi-site large enterprise environment.
• Experience implementing AI-driven automation strategies.
• Strong relationships within the industry and a deep understanding of ITSM and AI trends
• Relevant certifications
• Experience with asset discovery platforms