ResponsibilitiesThe ServiceNow Platform Owner is the hands-on technical lead for the organization's ServiceNow environment. This role bridges business stakeholders and technical teams, supporting roadmap development and execution, platform governance, and continuous improvement across all ServiceNow modules and integrations.
- Steward the ServiceNow platform day to day, with hands-on responsibility for architecture, release governance, and overall platform health.
- Collaborate with leadership to shape the platform roadmap and drive its execution, aligning ServiceNow capabilities to business priorities and enterprise IT strategy.
- Assist in establishing and chairing platform governance: demand intake, prioritization, architectural review, and change control across all ServiceNow modules.
- Manage day-to-day relationships with ServiceNow account teams and implementation/managed-service partners, leveraging the vendor partnership for roadmap insights and support.
- Lead capacity, upgrade, and instance-management planning to keep the platform current, performant, and secure.
- Manage the full platform lifecycle, including family upgrades, patch cycles, and deprecation planning.
- Partner with process owners across ServiceNow modules, and other workflows to standardize and continuously improve service delivery.
- Partner with business units to identify automation opportunities and translate business requirements into platform features, epics, and user stories.
- Set and enforce platform standards for data quality, security, compliance, and technical debt management.
- Ensure the platform meets organizational security, compliance, and audit requirements (e.g., SOX, HIPAA, ISO 27001 as applicable), partnering with InfoSec on access controls, data classification, and vulnerability remediation.
- Build, mentor, and lead the platform team (admins, developers, architects, business analysts) and the supporting operating model.
- Define the team operating model (sprint cadences, backlog grooming, and release planning) and drive adoption of Agile/Scrum practices within the platform team.
- Review and approve significant technical changes, integrations, and new module implementations, guiding configuration-vs-customization decisions to maintain upgrade compatibility.
- Serve as the primary point of escalation for platform issues, enhancements, and prioritization decisions.
Qualifications- 7+ years in IT, with significant hands-on experience administering or supporting enterprise platforms; 4+ years working directly with ServiceNow.
- Strong command of ServiceNow platform architecture, release/upgrade management, and integration patterns.
- Experience managing vendor relationships and third-party implementation partners.
- Demonstrated experience administering a ServiceNow platform at enterprise scale, including roadmap contribution, governance, and multi-module delivery (ITSM and at least one of ITOM, HRSD, or CSM).
- ServiceNow certifications (e.g., Certified System Administrator, Certified Implementation Specialist, Certified Technical Architect)
- ITIL certification and experience implementing ITIL-aligned service management (preferred).
- Experience leading a ServiceNow Center of Excellence or platform governance board (preferred).
- Familiarity with ServiceNow AI/automation capabilities and platform analytics (preferred).
- Experience in a regulated or large, complex enterprise environment (preferred).
Personal Attributes- Proven leadership of technical teams (administrators, developers, architects) and cross-functional stakeholders.
- Strong communication skills, with the ability to translate business requirements into platform features and explain technical decisions to business stakeholders.
- Strong organizational skills, possessing the ability to meet deadlines, prioritize effectively and work independently within guidelines.
- Team player with strong integrity and professionalism
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
- Calm under pressure with proven ability to manage multiple priorities and critical incidents
- Proven ability to self-start and work independently on complex technical issues with minimal supervision
- Self-starter who identifies improvement opportunities and takes initiative to implement solutions
EducationA Bachelor's degree in computer science, information systems, related field, or equivalent experience. MBA or other advanced degree preferred.
Base Salary$170,000 - $200,000
In addition to a competitive base salary, you will be eligible to receive discretionary bonus incentives, a comprehensive benefits package and a flexible work arrangement. The base salary offered will be commensurate with experience and/or qualifications, industry knowledge and expertise, as well as prior training and education.
