POSITION SUMMARY: The Senior Manager ServiceNow Platform owns the ServiceNow product strategy, roadmap, governance, financial management, and delivery across ITSM, ITOM, CMDB, Service Mapping, HRSD, and future workflow investments. The incumbent is responsible for maximizing business value from the platform while leading a team of product owners, analysts, developers, and strategic partners.

PRINCIPAL RESPONSIBILITIES:

• Own the ServiceNow platform vision, roadmap, demand intake, governance standards, and prioritization process, ensuring platform investments are properly scoped, sequenced, and aligned to enterprise IT strategy, business value, and delivery capacity.

• Lead the ServiceNow product team across functional process areas, ensuring clear ownership, backlog management, user story readiness, sprint planning, delivery accountability, and alignment with developers, architects, and process owners

• Partner with the ServiceNow Architect to ensure enhancements are evaluated for out-of-box alignment, upgrade safety, technical feasibility, and architectural fit before development begins.

• Own the ServiceNow release cadence, upgrade governance, rollout readiness, stakeholder communications, training coordination, UAT, go-live approvals, and change management activities for new modules and operating model updates.

• Represent platform health, roadmap progress, KPI performance, SLA compliance, adoption metrics, resource needs, and escalated risks/issues to executive stakeholders and IT leadership on a recurring cadence.

• Partner with HR, Finance, Cyber Security, Infrastructure, and other business stakeholders to identify, evaluate, and qualify new ServiceNow use cases before alternative solutions are pursued.

• Manage relationships with third-party implementation partners and ServiceNow account teams to maximize platform investment, delivery effectiveness, and awareness of emerging capabilities.

• Serve as the primary RSI liaison to the ServiceNow Executive Committee, representing platform health, roadmap progress, and resource needs to executive stakeholders

• Perform other job-related duties as assigned or apparent.

QUALIFICATIONS:

• Advanced knowledge of ServiceNow platform capabilities, governance models, administration practices, ITIL practices, IT service management, CMDB, service mapping, and enterprise workflow automation.

• ITIL Managing Professional or PMP is preferred.

• Strong understanding of Agile, Scrum, product management, and program management practices, with the ability to organize and oversee multiple initiatives simultaneously.

• Demonstrated ability to establish strategic roadmaps, evaluate tradeoffs, solve complex problems, and prioritize technology investments aligned to business objectives.

• Experience leading cross-functional teams in matrixed enterprise environments.

• Excellent verbal, written, and executive-level communication skills, with the ability to influence stakeholders and drive decisions across multiple business functions.

• Experience managing third-party vendors, managing service providers and implementation partners.

• Experience developing business cases, managing technology investments, and overseeing vendor or implementation partner relationships.

• Experience presenting roadmap, portfolio, and operational performance updates to senior leadership or executive stakeholders.

• Experience leading enterprise platform governance, demand management, release management, and roadmap planning.

MINIMUM REQUIREMENTS:

• ITIL 4 Foundation certification.

• ServiceNow Certified System Administrator (CSA)

• 7+ years of experience in IT, enterprise applications, digital product management, or ServiceNow.

• 5+ years of experience administering, implementing, or leading delivery of ServiceNow solutions across ITSM, ITOM, CMDB, HRSD, SecOps, ITAM, or related workflows.

• 3+ years serving as a Product Owner, Product Manager, Platform Owner, or equivalent leadership role.

This is a hybrid role requiring onsite presence in our Phoenix, AZ office. This candidate will be required to work onsite 4-days per week, with the option to work 1-day per week remote.

Please note, this position is not sponsorship eligible.

Rewarding Compensation and Benefits

Eligible employees can elect to participate in:
• Comprehensive medical benefits coverage, dental plans and vision coverage.
• Health care and dependent care spending accounts. 
• Short- and long-term disability.
• Life insurance and accidental death & dismemberment insurance.
• Employee and Family Assistance Program (EAP).
• Employee discount programs.
• Retirement plan with a generous company match.
• Employee Stock Purchase Plan (ESPP).

• Paid Time Off (PTO)

• Benefits:

The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified.  Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.