Key Responsibilities

Strategic Platform Ownership

• Own the complete ServiceNow platform lifecycle including multi-year roadmap development, investment prioritization, and alignment with enterprise digital transformation initiatives
• Define platform governance frameworks, architectural standards, and development guardrails that balance innovation with stability
• Drive platform value realization through metrics, KPIs, and business outcome tracking; demonstrate ROI and cost optimization opportunities
• Partner with Enterprise Architecture and business leadership to ensure ServiceNow serves as the system of action for IT and enterprise workflows
• Lead platform licensing strategy, entitlement optimization, and vendor relationship management

Technical Architecture & Engineering Excellence

• Design and evolve scalable, secure, high-availability architecture across all ServiceNow modules with expansion readiness for emerging capabilities (IRM, HRSD, CSM, Enterprise Architecture)
• Establish and enforce architectural patterns, integration standards, and technical debt management strategies
• Lead complex technical initiatives including Common Service Data Model (CSDM) implementation, governance, and ongoing optimization
• Architect solutions leveraging Flow Designer, Integration Hub, JavaScript, GlideAPI, REST APIs, and LDAP integrations
• Drive platform performance optimization, capacity planning, and technical risk mitigation
• Provide architectural controls and consultation to ensure optimal technology solutions for business requirements

Platform Operations & Administration

• Direct day-to-day platform operations including system maintenance, bi-annual upgrade planning and execution, environment management (DEV/TEST/PROD), and access governance
• Oversee platform availability, incident response, and L2/L3 escalation resolution with defined SLAs
• Manage release calendar coordination, deployment orchestration, and stakeholder communication across all ServiceNow changes
• Ensure platform health through proactive monitoring, automation, and continuous improvement initiatives
• Lead migration activities and configuration management across instances

People Leadership & Team Development

• Lead, mentor, and develop a direct team of ServiceNow developers and administrators, fostering technical growth and career progression
• Provide technical governance, architectural guidance, and development standards to partner teams building on the ServiceNow platform, enabling distributed development while maintaining platform integrity
• Establish agile team practices including sprint planning, backlog refinement, code review standards, and delivery cadence across both direct and partner teams
• Conduct architecture reviews, design consultations, and enforce quality gates for all platform development, ensuring consistency and scalability across the development ecosystem
• Build team and organizational capability through knowledge sharing, training programs, cross-skilling initiatives, and developer community practices
• Conduct performance management, career development conversations, talent acquisition, and succession planning for direct reports
• Coordinate cross-team dependencies, integration points, and release planning across the broader ServiceNow development community
• Cultivate a culture of innovation, quality, customer-centricity, and operational excellence while balancing governance with development agility
• Remove obstacles and barriers on behalf of teams while maintaining accountability for platform stability and delivery

Compliance, Governance & Risk Management

• Ensure platform adherence to SOX controls, audit requirements, and regulatory standards through disciplined SDLC practices
• Implement and maintain change management protocols, segregation of duties, and access provisioning frameworks
• Partner with Information Security, Internal Audit, and Compliance teams on control testing and remediation
• Document and maintain platform compliance artifacts, control evidence, and audit trails
• Establish governance processes that ensure disciplined development while enabling agility

Vendor & Stakeholder Management

• Serve as primary executive interface with ServiceNow account teams, implementation partners, and third-party vendors
• Manage vendor team resources and delivery, coordinating technical consultants to align with internal customer priorities and ensuring the right expertise is matched to business requirements
• Orchestrate engagement models between vendor experts and internal stakeholders, facilitating requirements gathering, solution design, and implementation delivery
• Manage platform licensing strategy, contract negotiations, entitlement optimization, and vendor performance metrics
• Oversee vendor team capacity planning, resource allocation, quality delivery, and adherence to GE Vernova standards and architectural guidelines
• Lead business relationship management with key stakeholders across IT, Operations, Finance, and Business Units
• Translate technical capabilities into business value through executive communication and roadmap presentations
• Influence partner technical designs, solution approaches, and delivery methodologies to align with GE Vernova requirements
• Act as trusted advisor coordinating vendor capabilities with customer needs while managing stakeholder expectations on delivery timelines and resource availability

Innovation & Continuous Improvement

• Identify and prioritize opportunities for automation, AI/ML integration, and workflow optimization beyond core ITSM
• Drive user experience improvements, platform adoption initiatives, and tool consolidation opportunities
• Evaluate emerging ServiceNow capabilities and industry best practices for strategic fit
• Champion innovation pilots, proof-of-concept initiatives, and cross-platform simplification
• Research and evaluate emerging technology, industry and market trends to inform platform strategy

Required Qualifications

Experience & Technical Expertise

• 8-12+ years of ServiceNow platform experience with demonstrated progression from technical contributor to architecture and leadership roles
• Deep expertise in ITSM, ITOM, and SPM modules with proven ability to architect and deliver enterprise-scale implementations
• Hands-on proficiency in platform administration, scripting (JavaScript, GlideAPI), Flow Designer, and Integration Hub
• Strong working knowledge of REST APIs, LDAP, SSO/SAML, and enterprise integration patterns
• Experience architecting and governing Common Service Data Model (CSDM) implementations
• Demonstrated knowledge of Service Management in large corporations, particularly SACM and Change Management processes
• Significant experience working in heterogeneous IT infrastructure environments with various systems, technologies, and platforms

Leadership & Delivery

• 3+ years managing technical teams with demonstrated success in team development and performance management
• Proven track record leading agile delivery teams, managing backlogs, and coordinating cross-functional initiatives
• Demonstrated success delivering high-impact programs in heavily matrixed and cross-functional environments
• Experience leading process improvement and organizational change initiatives
• Strong program/project management capabilities with ability to manage multiple concurrent initiatives
• Proven ability to proactively identify and remove obstacles while maintaining team accountability

Strategic & Communication Skills

• Exceptional stakeholder management and executive communication abilities
• Demonstrated ability to translate technical concepts into business value and strategic recommendations
• Experience managing vendor relationships, contract negotiations, and partner influence
• Strong change management and organizational influence skills across complex, global matrix organizations
• Customer-focused approach that evaluates decisions through customer lens and builds strong relationships

Compliance & Governance

• Experience implementing and supporting SOX-compliant workflows, controls, and audit processes
• Understanding of governance frameworks and ability to balance control with agility
• Experience working with Information Security and Compliance teams

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA)
• ITIL Foundation or higher certification with in-depth knowledge of ITSM frameworks
• Familiarity with cloud platforms (AWS, Azure) and enterprise architecture frameworks
• Knowledge of AI/ML integration, predictive intelligence, or ServiceNow Virtual Agent
• Experience in large-scale platform migrations, M&A integrations, or enterprise transformations (particularly TSA exit scenarios)
• Exposure to organizational change management methodologies
• Demonstrated understanding of Lean principles and continuous improvement methodologies

Success Profile

The ideal candidate has successfully led GE Vernova's ServiceNow platform through TSA separation and stabilization and is ready to elevate their impact through formalized platform ownership and team leadership. You bring:

• Technical Credibility: Deep platform knowledge earned through hands-on architecture and delivery, commanding respect from developers and architects
• Strategic Vision: Proven ability to see beyond immediate technical needs to long-term platform evolution and business value
• Leadership Presence: Confidence and communication skills to influence at all organizational levels, from development teams to executive stakeholders
• Operational Excellence: Discipline to maintain platform stability and SOX compliance while driving innovation and simplification
• People Development: Genuine commitment to growing team members, building organizational capability, and creating high-performing teams
• Change Leadership: Track record of initiating and driving process improvements, confronting difficult circumstances creatively, and leading through organizational transformation
• Business Acumen: Ability to manage technical issues in complex situations while maintaining customer focus and delivering measurable business outcomes