Melville,NY - USA
Position RequirementsJob Summary:The Manager, Enterprise Applications is NAPA's ServiceNow Platform Owner, accountable end to end for the strategy, roadmap, architecture, governance, and day-to-day health of the ServiceNow platform and its integrations. This role leads the ServiceNow team, owns the platform backlog and release process, and partners with business stakeholders to deliver scalable digital workflows across the enterprise.
Duties & Responsibilities:- Own the ServiceNow platform end to end: architecture, multi-year roadmap, instance strategy, licensing and entitlements, and overall platform performance. Platform scope includes ITSM, ITOM, ITAM (HAM/SAM), HRSD Enterprise (Onboarding, Lifecycle Events, and Employee Journeys), and custom scoped applications.
- Shape and prioritize enterprise demand for the platform and preside over design and configuration decisions so the user experience stays consistent with the platform design strategy.
- Lead, coach, and manage the ServiceNow team, overseeing platform administration, development, and business analysis, and define training, certification, and career development paths for team members.
- Manage external vendors and ServiceNow partners and hold them to agreed service and support levels.
- Oversee end-to-end delivery of platform enhancements, from intake and design through development, testing (including ATF), update set and release management, and post-implementation support, using Agile methods and a managed backlog.
- Plan and execute platform upgrades and patching to maintain release currency, system health, and reliability.
- Analyze business needs and work with stakeholders to design and implement scalable ServiceNow solutions: service catalog items, Flow Designer automation, and low-code applications built on reusable, governed patterns.
- Own the enterprise integration architecture on the platform, including Integration Hub spokes and REST/SOAP integrations with enterprise systems such as HR, identity, and e-signature platforms, with secure credential management and consistent design patterns.
- Establish and enforce platform governance: development standards, update set discipline, instance security hardening, access control reviews, CMDB/CSDM data governance, and compliance with enterprise IT policies and regulatory requirements, including HIPAA.
- Report on ServiceNow platform health, performance, capacity, adoption, and ongoing initiatives to IT leadership, and provide deep troubleshooting expertise for the toughest platform issues, from triage to root-cause resolution.
Experience/Skill Requirements:- 8+ years of enterprise platform or application experience, including 3+ years leading technical teams, and 5+ years of hands-on ServiceNow experience.
- Hands-on ServiceNow experience across ITSM, ITOM, ITAM (HAM/SAM), and HRSD.
- Demonstrated success managing platform upgrades, configurations, and third-party integrations, plus experience implementing development best practices, governance, and Agile workflows within ServiceNow.
- Experience in healthcare or another regulated industry (HIPAA or similar) preferred.
- Solid background in enterprise application integration, performance tuning, and security best practices. Able to lead cross-functional teams in a complex environment, with strong communication, organizational, and problem-solving skills.
Education/Certification Requirements:- Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent experience.
- ServiceNow Certified System Administrator (CSA) required. Additional certifications aligned to our platform footprint are heavily valued, including CIS-ITSM, CIS-HR, CIS-HAM, CIS-SAM, and CIS-ITOM.
- ITIL certification is a plus. Agile certification (Scrum Master, SAFe, or PMI-ACP) is desirable.
Total Rewards- Generous benefits package, including:
- Salary: $123,000 - $169,000 annually
- Paid Time Off
- Health, life, vision, dental, disability, and AD&D insurance
- Flexible Spending Accounts/Health Savings Accounts
- 401(k)
- Leadership and professional development opportunities
