Key Responsibilities
Production Operations Enablement via ServiceNow
• Enable Production Operations teams through ideal and out of the box workflows for Incident, Problem, Change, Request, and Knowledge Management
• Reduce response times and manual triage by integrating observability, logging and alerting platforms (Ex: BigPanda, OpsRamp, Elastic, Datadog, grafana, etc) into automated incident creation and enrichment workflows
• Provide support managers with role-specific dashboards for SLA adherence, outage impact, post-incident reviews, and change performance analytics
• Enable operational resilience through risk-informed Change Management, blackout enforcement, CAB automation, and CI/CD integration for deployment tracking
• Drive root cause transparency through structured After-Action Review templates, automated incident-to-knowledge conversion, and trend visualization.
Enterprise Architecture and Platform Strategy Alignment
• Provide architecture and engineering teams with a governed, extensible platform for business service modeling, data normalization, and shared system-of-record usage
• Support reference architecture principles by exposing reusable applications, integration stubs, and approval workflows for internal toolchain automation
• Align ServiceNow with enterprise data architecture by maintaining well-modeled CMDB constructs and supporting dynamic service maps and relationship visualizations
• Deliver telemetry and performance KPIs for architectural analysis, including service stability, request friction points, and fulfillment efficiency metrics
Application Development Support and Automation Acceleration
• Enable AppDev teams through self-service intake, standardized infrastructure request catalogs, and approval routing for DevSecOps processes
• Integrate with GitHub, Jenkins, Azure and AWS to automate infra changes, deployment approvals, and rollbacks
• Reduce administrative overhead by offering prebuilt fulfillment automations for DNS, firewall, storage, and developer tooling provisioning
• Collaborate with platform engineers to publish DevOps dashboards integrating release events, incident patterns, and CI performance metrics
Identity and Access Management Lifecycle Support
• Provide IAM Ops and IAM Engineering with secure, auditable access request workflows through ServiceNow catalog and Flow Designer
• Integrate ServiceNow with identity providers to synchronize lifecycle events such as provisioning, deactivation, certification, etc.
• Empower access reviewers with entitlement visibility, approvals, audit logs, and change histories
• Enforce least-privilege models, RBAC/ACL configurations, and role-scoped approvals to support both operational access and audit compliance
HR Service Delivery and People Systems Integration
• Collaborate with HR teams to scale HRSD capabilities for onboarding, offboarding, case management, document workflows, and sensitive data handling
• Integrate with Workday and internal systems for seamless lifecycle event triggers and role-based task assignments
• Build and maintain the Employee Center experience, unifying cross-departmental services under a branded, personalized self-service experience
• Enable HR partners with dashboards to monitor case volume trends, and sentiment feedback across service areas
• Ensure proper protection of PII and other sensitive HR data through scoped apps, ACLs, encryption, and retention enforcement
Cybersecurity, Risk, and Compliance Enablement
• Equip Cyber and GRC teams with automation pipelines, policy attestation workflows, and operational risk tracking using native GRC modules or integrated solutions
• Ingest endpoint telemetry, vulnerability feeds, and access alerts into ServiceNow for risk enrichment and event correlation
• Deliver PCI and PII compliant controls for all data flows within ServiceNow, including access reviews, encryption, role scoping, and audit logging
• Provide real-time visibility into platform access, role assignments, configuration changes, and audit trails for internal and external compliance teams
IT Operations Management (ITOM): CMDB, Discovery, and Service Mapping
• Serve as the enterprise enabler of CMDB strategy by delivering a reliable, normalized, and automatically maintained configuration database
• Deploy and govern Discovery schedules and MID Server architecture in partnership with infrastructure teams to maintain accurate infrastructure and network topology
• Collaborate with application and architecture teams to implement dynamic Service Mapping, ensuring alignment between technical infrastructure and business services
• Support Production Operations, Change Management, and Incident Response by integrating CMDB with alerting, impact analysis, and root cause automation workflows
• Maintain CI lifecycle governance policies including data certification, reconciliation, relationship integrity, and class modeling to ensure CMDB becomes a source of operational truth
• Provide service owners and application leads with visualized service maps, relationship health monitoring, and data quality dashboards
IT Asset Management (ITAM): Hardware, Software, and Cloud Visibility
• Partner with Procurement, Finance, and Engineering to scale ServiceNow's ITAM capabilities across hardware, software, and cloud assets
• Integrate ServiceNow with inventory systems, endpoint management platforms, and cloud discovery sources to enable full lifecycle visibility
• Deploy and optimize Software Asset Management (SAM) Pro to reconcile license entitlements vs. usage across vendors (e.g., Microsoft, Adobe, Oracle)
• Automate PO ingestion, contract mapping, and reclamation workflows to drive down shelfware, over-licensing, and underutilization
• Enable cost optimization and renewal forecasting through dashboards and reports highlighting compliance gaps, renewal timing, and usage trends
• Collaborate with Cloud and FinOps teams to track cloud resource inventory, link to services in CMDB, and associate consumption to asset and business context
Innovation and AI-Driven Evolution
• Establish ServiceNow as the foundational hub for AI-first service delivery, leveraging its GenAI and predictive intelligence capabilities
• Embed Generative AI in workflows such as Virtual Agent (NLU), intelligent categorization, incident summarization, and proactive knowledge suggestions
• Partner with AI and Data teams to pilot ServiceNow LLM integrations and external prompt frameworks for intelligent form completion and workflow guidance
• Define responsible AI guardrails for explainability, auditability, and human oversight, ensuring enterprise-readiness across use cases
• Measure AI effectiveness using platform-specific KPIs including resolution time reduction, Tier-0 deflection rates, and automation coverage
• Influence internal strategy by providing feedback on the evolving ServiceNow AI roadmap, use-case viability, and internal deployment timelines
Education, Coaching, and Organizational Enablement
• Lead the education and development of ServiceNow talent for analysts, engineers, and architects through structured skill growth frameworks
• Coach other departments on platform capabilities, form design, automation logic, reporting, and modularization principles
• Maintain an internal knowledge repository of templates, scripts, design patterns, and best practices to enable scale and reusability
• Support citizen development within safe guardrails, enabling business users to build without risking platform integrity or compliance
• Facilitate organization-wide ServiceNow enablement sessions and maintain strategic platform documentation to increase transparency and adoption
Qualifications
Education and Experience
• Bachelor's degree in computer science, Information Systems, Engineering, or a related field; Master's preferred
• 10+ years of enterprise IT experience, including 5+ years in direct ServiceNow leadership with cross-functional delivery responsibility
• Deep hands-on experience with ITSM, CMDB, ITOM, HRSD, SAM, IntegrationHub, and AI-powered workflows
• Demonstrated success in regulated environments with fluency in PCI, SOX, GDPR, and secure data handling (PII, entitlements, encryption)
• Experience managing multidisciplinary teams and building stakeholder relationships across operations, business, and compliance domains
Technical Skills
• Mastery of ServiceNow modules including ITSM, ITOM (Discovery, Service Mapping), SAM, HRSD, App Engine Studio, and CMDB
• Proficient in client/server scripting (JavaScript, Glide APIs), IntegrationHub, Virtual Agent, Flow Designer, and scoped app design
• Experience with API-based integration using REST/SOAP, OAuth 2.0, SAML, and MID Server configuration
• Familiarity with Git-based CI/CD pipelines, automated testing frameworks (ATF), observability pipelines, and software inventory tools
• Strong working knowledge of configuration item lifecycle, license reconciliation logic, entitlement models, and operational analytics
Leadership and Soft Skills
• Proven people leader capable of scaling platform delivery while nurturing a collaborative, growth-minded team culture
• Exceptional communication and organizational alignment skills across Engineering, Security, Risk, HR, and Business
• Adept at influencing without authority, negotiating trade-offs, and translating platform metrics into executive-ready insights
• Committed to excellence in execution, strategic prioritization, and relationship-based leadership
Nice to Have
• ServiceNow certifications: CSA, CAD, CIS-ITSM, CIS-Discovery, CIS-SAM, CIS-HRSD
• ITIL v4 and / or TOGAF certification
• Experience with Strategic Portfolio Management (SPM), GRC, or Performance Analytics Advanced
• Background in enterprise AI adoption or LLM integration strategy
• Familiarity with cloud-native architecture, data lakes, and distributed event pipelines
