ServiceNow Manager

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Seeking a hands-on Manager, Software Engineering with deep ServiceNow platform expertise to lead a team of engineers responsible for the strategy, architecture, and delivery of our enterprise ServiceNow platform. This role blends technical leadership, solution architecture, and people management, you ll directly manage a team of 6 engineers while remaining actively engaged in platform development, particularly around ITSM, ITOM, and CMDB.

With plans to implement ServiceNow s AI-powered NowAssist in the near future, experience with AI features, Virtual Agents, or predictive capabilities within ServiceNow is highly valued. This is a unique opportunity to shape the future of our platform in a fast-paced, agile environment within the regulated financial services industry.

What You ll Do

Lead a team of ServiceNow engineers in the design, development, and deployment of scalable, secure, and compliant platform solutions.

Own the strategic roadmap for the ServiceNow platform in collaboration with product owners, architects, and business stakeholders.

Drive hands-on development and architectural decisions, ensuring alignment with OCC standards for coding, testing, documentation, and governance.

Translate complex business requirements into clear technical specifications, fostering shared understanding across teams.

Champion platform stability, data integrity (especially CMDB), and reporting capabilities to support enterprise-wide operations.

Proactively identify opportunities to improve development processes, team productivity, and platform maturity, particularly in AI/automation readiness.

Serve as a collaborative leader who actively contributes to delivery, mentors engineers, and shares knowledge across teams.

Supervisory Responsibilities

Directly manage a team of 6 software engineers and systems professionals.

Foster a culture of accountability, innovation, and continuous learning.

Required Qualifications

8+ years of experience implementing enterprise technology solutions, with real-world examples and best-practice guidance.

3+ years of people management experience leading technical teams.

Deep, hands-on ServiceNow expertise, including implementation and customization of ITSM, ITOM, and CMDB modules.

Strong working knowledge of JavaScript and ServiceNow scripting (Client/Server scripts, Business Rules, Flow Designer, etc.).

Solid understanding of system architecture, data analytics, and IT service management best practices.

Experience working within Agile/Scrum environments and leading cross-functional technical teams.

Excellent communication skills, able to present technical concepts to both engineering and executive audiences.

BS in Computer Science or related technical field.

Preferred Qualifications

Experience with ServiceNow AI features, including NowAssist, Virtual Agent, or predictive intelligence.

ServiceNow certifications: Certified Master Architect (CMA), Technical Architect (CTA), System Administrator (CSA), or Application Developer (CAD).

ITIL certification.

Background in regulated Financial Services or other highly compliant industries.

Familiarity with complementary cloud platforms (e.g., Jira, Confluence, Workday, Oracle Cloud).

MS in Computer Science or related field.