IT Manager I - ServiceNow Platform

Job Description

The ServiceNow Platform Manager leads the strategic expansion of ServiceNow as the core operational platform for the Division of Technology Services (DTS) and a foundation for statewide digital modernization. This role drives the evolution of ServiceNow from a traditional IT service management system into an enterprise-wide development and workflow platform that powers DTS operations, strengthens service delivery, and enables agencies to modernize legacy processes.

The manager guides a team of platform engineers, architects, developers, and administrators who deliver secure, scalable, high-impact capabilities using ServiceNow solutions including App Engine, Public Sector Digital Services, ITSM, and workflow automation.

This position partners directly with DTS leadership, agency IT teams, and business stakeholders to accelerate adoption, enforce platform governance, and deliver modernized workflows that simplify operations, reduce complexity, and support the long-term strategic direction of the state.

This position is currently a hybrid of both in-office (3 days a week required in office and any mandatory in-office meetings) and remote work days (work must be performed in Utah). Please note, a position's eligibility for remote work is established by agency management and is subject to change at their discretion at any time and for any reason. The office is located at the Taylorsville State Office Building, 4315 S 2700 W, Taylorsville, UT.

Why join our team?

The Service Now team operates as an enterprise service and standards advisor within the State of Utah, Division of Technology Services. Our mission is to elevate the quality, consistency, and accessibility of digital interactions across all state agencies, empowering our client agencies to meet their required mandates and effectively engage with the residents of the State of Utah. We achieve this by providing expert website development, consultation, establishing guidelines, and maintaining core digital infrastructure. You will receive great health and retirement benefits, such as, generous paid time off so you can spend more time with your family and have a positive work life balance. Click here to view a summary of all the benefits we offer.

The Agency

To learn more about The Division of Technology Services check us out here . The State's environment is a highly optimized blend of systems responsible for collecting, processing, and distributing millions of data elements every day.

Responsibilities

• Lead the growth of ServiceNow as the core operational platform for DTS and a primary tool for statewide workflow modernization.
• Oversee platform strategy, roadmap, governance, and adoption across DTS and state agencies.
• Guide the delivery of ServiceNow solutions using App Engine, PSDS, ITSM, automation workflows, and low-code capabilities to meet strategic goals and long term vision.
• Partner with agency IT teams to modernize legacy processes and implement streamlined workflows on the platform.
• Drive expansion of automation, analytics, integrations, and AI capabilities to improve service delivery and operational efficiency.
• Manage platform releases, upgrades, and cross-agency initiatives that support statewide modernization goals.
• Serve as the primary advocate for ServiceNow, communicating platform priorities, opportunities, and outcomes to leadership and stakeholders.
• Lead, mentor, and grow a high-performing team of ServiceNow engineers, architects, and developers.

Qualifications

• Three years managing platform, development, or service management teams.
• Two years of experience leading technical projects, particularly in platform engineering or workflow modernization.
• Hands-on experience with ServiceNow administration, or App Engine Studio.
• Strong understanding of ServiceNow’s expanding ecosystem including ITSM, PSDS, App Engine, Flow Designer, Integration Hub, and AI capabilities.
• Practical knowledge of ITIL and enterprise service management frameworks.
• Demonstrated ability to translate complex business processes into technical solutions.
• Excellent communication skills with the ability to influence, coach, and guide both technical and non-technical stakeholders.
• Experience driving platform governance, architecture standards, or enterprise adoption efforts.

Supplemental Information

• Employment contingent on passing a drug screening and a background check.
• Risks found in the typical office setting, which is adequately lighted, heated and ventilated, e.g., safe use of office equipment, avoiding trips and falls, observing fire regulations, etc.
• Typically, the employee may sit comfortably to perform the work; however, there may be some walking; standing; bending; carrying light items; driving an automobile, etc. Special physical demands are not required to perform the work.